Please find copy of a letter written to our holiday company regarding our stay in Vancouver.

We have had a reply, and basically they don't want to know. We are now in the rpocess of writing to ABTA to continue this complaint. Would be great have anyone's thoughts. Do you think we should continue with our compaint?

Thanks
********************
Following our recent return from Vancouver I am writing to inform you of our disappointment with regard to the hotel accommodation.

The Sandman Signature Airport Hotel, whilst being comfortable was totally lacking in facilities, such as bars, restaurants and other catering facilities. The only restaurant available to us, The Cucumber Café, was across the other side of the car park, a bad enough inconvenience to fully mobile people, particularly in inclement weather, but made worse by the fact that my mother is semi-invalid and could not walk that distance. This Restaurant closed at 10pm. The only other food available after this time in the entire Hotel was a bowl of apples on the reception desk. There were a couple of fast food establishments about ½ a mile away but this would have involved crossing the busy four lane highway. The Hotel was not served at all by any method of public transport, only Taxi. A Taxi to downtown Vancouver took approx 40 minutes at a cost of $35 each way ($70 per day). Realising that this hotel would have been no use to our party, who were joining us the following week, we then contacted you with regard to a change. When speaking to you it became apparent that you (Jetline Travel) were under the impression that this Hotel was well served by restaurants etc, in fact you mentioned that you thought the Hotel had " four" bars/restaurants etc. Your sources of information were obviously incorrect, and should be thoroughly vetted in future. Surely a bar and Restaurant should be a basic facility in an Hotel of this standard!!

Whilst we appreciate that you dealt with the problem swiftly and moved us to another Hotel in the Downtown area, this in itself considering the extra cost involved (£100 per room per night) was not satisfactory. The rooms were not to the same standard as the airport hotel and the surroundings, even allowing for the fact that it was a city hotel, were somewhat dubious. The attached bar and restaurant by 7 pm in the evening was playing music so loud that it was not possible to enjoy a normal family evening meal. Very often the keycards to the rooms failed and we had to make the trip back down to reception to get them de-magnetised. When asking reception why this was happening it was apparent that they had us checked out on some of the days. A few doors away there were many sex shops offering certain services and merchandise, these being surrounded by the type of clientele that you would expect to see in these types of establishment. Several empty shops opposite the hotel were occupied by many homeless people. This caused us to feel very uncomfortable in the area, particularly at night.

For these reasons we feel bound to say that the extra cost of £600 was not justified and I would expect you to reappraise the situation and refund, at the very least, the £600.00