What a night mare we arrived on the 6th June and this was a all inclusive holiday. But the hotel was newly built and only opened on the 2nd June.
We had builders working around us!
Even the smoke detectors still had the covers on them!
If there was a fire we would have been stuffed!
The beach was unuseable as it was like a builders site.
The kids club had builders fitting sinks doing electrics etc around the children attending the club. There was water all over the floor.
There were tiles that were ungrouted and broken which was a danger.
The toilets had no windows in them!
The water slides were often unattend and people were climbling up them!
There was buliders all over the complex doing work leaving there tools etc were they dropped!
You had to pay for most of the activites they were not free as stated.
There was no play park, sand park, mini golf, sports ground, trampoline etc as advertised and what was there you had to pay for when it does mention.
I have tried ringing Ros but they are doing training today but I will try again later.
Any way do you think I'll get compensation from First Choice?
Did you complain to the rep and get a reps report? Did they offer you a change of accomodation. Did you ask for a change of accomodation? Did you take any photos/video footage of the hotel?
Yes complained to reps have a complaint form from them asked to be moved but was told we would have to pay!
Got loads of pictures of all the working being done or needed to be done
Got loads of pictures of all the working being done or needed to be done
All the advice I can give you is from when I was a TA and dealt with complaints. You need to send all the information you have (obviously keeping copies and make sure you send the letter recorded delivery) to F/C. They have under ABTA regulations 28 days to respond to your complaint. If they respond and you aren't satisfied with their response, then chase it up again. If again you aren't happy, then I would advise to take the situation further.
Hope you get it sorted, sounds like a nightmare holiday
Hope you get it sorted, sounds like a nightmare holiday
Thanks for your help I'm just going to call first choice to see what they have to say 
Also I would advise you to contact Ros Fernihough for free legal advice as she can assess your claim for you. She can be contacted on 01922 621114
I complained to FC once regarding a holiday and they offered me £50
I wouldn't accept this and eventually settled for £750.
I complained to FC once regarding a holiday and they offered me £50
I wouldn't accept this and eventually settled for £750.
Tired calling this morning but she had her answer phone saying they were doing training I'm going to call again this afternoon.
Thanks for your help I'm just going to call first choice to see what they have to say
You need to put things in writing if you wish to pursue a complaint. In my experience, telephoning holiday companies to complain not only doesn't produce results, but can also often complicate matters, with the tour operator claiming that you said or agreed to things you did not, and vise versa later on down the line, or sometimes even claiming that you didn't telephone them at all.
With a written complaint, you have a permanent record of negotiations at each point in the complaint between both you and the tour operator, which you will be able to use if the tour operator doesn't respond to your complaint reasonably and you want to take things further.
If you would like a copy of a simple, pro-forma letter for holiday complaints that you can adapt to suit your claim and use to get the ball rolling, send me a PM and I'll forward one on to you.
Hi
We are a family of 15 who booked to go to the Pegasos Tropical in July, it now seems there may be a chance that this hotel will not be finished? If we find this is the case on arrival, as we have had no notification of this, only reports back from other holiday makers and pictures. We are all on one booking, do they have to transfer us to a hotel of same or better standards ie, all inclusive 4 star and do they have to transfer us all together as we are all on one booking. Just want to know my rights before we get there to be prepared just in case.
Thank you
We are a family of 15 who booked to go to the Pegasos Tropical in July, it now seems there may be a chance that this hotel will not be finished? If we find this is the case on arrival, as we have had no notification of this, only reports back from other holiday makers and pictures. We are all on one booking, do they have to transfer us to a hotel of same or better standards ie, all inclusive 4 star and do they have to transfer us all together as we are all on one booking. Just want to know my rights before we get there to be prepared just in case.
Thank you
Hi Catherine,
I would contact the tour operator you booked with now and tell them of your concerns about whether or not the hotel will be finished by the time you get there, and request their written assurances at this point that it will be completed on time.
In theory, yes. However, July is peak holiday season and there may not be very much choice left by the time your holiday is due. If I were you, I would be inclined to keep a very close eye on things and monitor the situation. If there is no change a couple of weeks before you go, it might be worth trying to persuade the tour operator to switch you to somewhere comparable before you go at no extra cost.
I would contact the tour operator you booked with now and tell them of your concerns about whether or not the hotel will be finished by the time you get there, and request their written assurances at this point that it will be completed on time.
We are all on one booking, do they have to transfer us to a hotel of same or better standards ie, all inclusive 4 star and do they have to transfer us all together as we are all on one booking.
In theory, yes. However, July is peak holiday season and there may not be very much choice left by the time your holiday is due. If I were you, I would be inclined to keep a very close eye on things and monitor the situation. If there is no change a couple of weeks before you go, it might be worth trying to persuade the tour operator to switch you to somewhere comparable before you go at no extra cost.
central 16 good luck with your complaint i do think you have very good cause for complaint and if there are a few of you complaining about this place and im sure there will be if its as bad as you say it is then maybe ros can do a combined complaint for everyone this might make your case stronger for a larger amount of compensation, these tour operators think they can get away with things its a disgrace, dont take the first amount you get offered either as FC will try to fob you off, ive got ros helping me at the moment and shes very good so i highly recommend her
Ross is also now helping us! And many others
We were due to travel to the Palace on Aug 22nd, emailed First Choce twice over two weeks ago for written assurances that all work will be completed and facilities will be in place.
Both emails were received as i have return receipts from Fc, but they havent even bothered to reply to either mail and every time i phone them i get the standard line" alls weel and completed but theyare not willing to put anything in writing"
I have now switched to a different complex at some cost to myself , but will be pursuing them for a refund of this money as in my eyes it was their lack of proffesionalism, customer care and faiure to provide information when requested. Also they told bare faced lies and sent many people to what turned out to be no more than a building site.
Any clues as to whether or not i would be able to claim the extra cost back ????
Both emails were received as i have return receipts from Fc, but they havent even bothered to reply to either mail and every time i phone them i get the standard line" alls weel and completed but theyare not willing to put anything in writing"
I have now switched to a different complex at some cost to myself , but will be pursuing them for a refund of this money as in my eyes it was their lack of proffesionalism, customer care and faiure to provide information when requested. Also they told bare faced lies and sent many people to what turned out to be no more than a building site.
Any clues as to whether or not i would be able to claim the extra cost back ????
It would probably be difficult to, as you have gone ahead and switched without first getting anything in writing off them, and it would be your word against theirs as to what was said in the telephone conversations.
Having said this, it might be worth having a word with Ros Fernihough about it. Her contact details can be found in the index to this forum.
Having said this, it might be worth having a word with Ros Fernihough about it. Her contact details can be found in the index to this forum.
We have just returned from a 10 day stay at the Pegasos Palace. The hotel is beautiful but they are still working on certain parts of it i.e. football pitches, beach. I found this 'all-inclusive' hotel to be 'not inclusive' as you have to pay for everything (except food & local drink). You have to pay for ice-creams, Cocktails, Bowling-alley, PS2 games, the indoor pool, gym, any water sports.
I have loads of pictures of the hotel & of the building works at the Tropical - email me & I will send.
I have loads of pictures of the hotel & of the building works at the Tropical - email me & I will send.
Mrs J
despite my best eforts FC have just ignored all my requests for written assurances and have just refyused opoint blank to reply .
I do have copies of all corespondance i have sent them and receipts from their email system to show they have received them but ignored them.
How long do you wait for them to respond???? another few days and i was due to pay the full balance and would not have been able to switch complexes without incuring huge costs.
despite my best eforts FC have just ignored all my requests for written assurances and have just refyused opoint blank to reply .
I do have copies of all corespondance i have sent them and receipts from their email system to show they have received them but ignored them.
How long do you wait for them to respond???? another few days and i was due to pay the full balance and would not have been able to switch complexes without incuring huge costs.
How long do you wait for them to respond????
How long is a piece of string?
In theory, tour operators are supposed to provide a written reply within 28 days if they are a member of ABTA; in practice, they don't always keep to this. another few days and i was due to pay the full balance and would not have been able to switch complexes without incuring huge costs.
The cost of switching would not have been down to you, as under consumer law the onus is on the tour operator to either move you somewhere else at their expense, or give you a full refund plus compensation.
In situations like this you really need to get on to trading standards pronto if the tour operator doesn't respond, and ask them to intervene on your behalf and find out what is going on.
EDIT: Hi Poppychainz ...this is our Holiday Complaints forum, intended only for those requiring advice or assistance with a specific complaint. For information in advance of your holiday, please check out our Turkey Discussion Forum and our Hotel Reviews Section
Many thanks
David HT Mod :wave
Many thanks
David HT Mod :wave
just read post saying if you went to pegasos and wanted to complain to ring this number who is this person and who come anyone but first choice can help please let me no what this person or company can do to help many thanxs in advance catherine
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