Folks,

We got married in September and used a fairly well known firm of travel advisers to book our honeymoon through.

This comprised of a few days in Marrakesh and 9 days in Agadir.

The hotel we booked was supposed to be the best in the resort but sadly we had some issues which were in summary.

There were less than 15 people booked in the resort.
There was no pool side service
The pool was being maintained - including work on live electric circuits while people swap in the pool - later the same lights floated free in the water turned on. Paving slabs were being cut while we sat by the workmen. The pool clearly leaked and a pipe was stretched from one of the accommodation blocks to the pool causing a significant trip hazard.
Our upgraded room was above a room being refurbished which meant workmen chopping tiles off the walls early in the morning.
Most of the restaurants were closed.
Service and standards in the restaurants were very pool - for some reason none of the teapots had a lidm waiters ignored or laughed at guests.

The bottom line seems to be the place was run for the benefit of the King who was in town for the week and wanted to use the place to house his guests. Sure, it was nice to watch the police, enjoy the red carpets and the Mercedes picking up the Kings wives from the spa but the place lacked service, attention, any attempt to make us feel we were on honeymoon.

At the time we went the season was ended so to compound the lack of restaurants caused by the Kings presence most of the place was closed

We raised these issues with the travel counselors and the local rep but they were largely unaddressed - the local rep saying this was the best place in the town..

I took video of the issues and have passed that the the travel counselors who registered a complaint with the travel company.

They have responded and offered a discount on our next trip. Our position is that a) we have no trust with them b) we wouldn't want to use them again c) we wouldn't go back there d) this should have been a once in a lifetime opportunity but turned into a farce.

How can we progress this and what rights to we have to demand a refund in part or whole ?

Thanks