Hello everyone. I booked and paid for a 2 bed apartment for 2 adults and 2 kids ( 5 & 1 ) last November with the viva palmanova hotel in Majorca. We are due to travel in 7 days on the 19/04/15. 2 days ago 10/04/15 I received an email from the hotel to say the following
We contact you in order to inform you that an error happened in our system it will be not possible for you to have a double bedroom apartment. So instead we offer you a one bedroom Privilege Apartment, located on the ground floor, with private garden and sun beds. In this apartment there’s plenty of space for 2 adults + 1 child + 1 baby. Moreover since it’s been our responsibility we offer you a free upgrade to breakfast.
We inform you that the price will decrease 188.40€, so the total rate will be 855.60€.
We apologize for the travel we may be causing you, thought we hope you understand it and accept our better offer.
Kind regards,
They now expect 4 of us to sleep in the one room and our youngest will be in a cot taking up a lot of room. The problem is that our children are extremely bad sleepers and I snore. In truth I can tell you now we will not get a wink of sleep for the 10 nights. We booked this hotel as it had 2 bed apartments available and this is our 3rd time to stay with the hotel. I find their offer unacceptable and we have stayed in the privilege apartment before and it is a small bedroom especially for 4 people. I know a lot of holiday makers do with this sleeping arrangement but we booked a 2 bed specifically as we know all in the one room will lead to lack of sleeping for everyone. The hotel have still not replied to my response on Friday which was 2 days ago. Does anyone know our rights before we travel as its 7 days away.
Thanks in advance.
* UPDATE *
Hi all,
Just a quick update. I received a reply from the hotel today. Took 2 days but we eventually got a reply.
Their solution is to offer us the same rooms in another of their hotels. The problem is the hotel is In port d'alcudia which is 67km from where we originally booked. Getting our 2 bed apartment even 67 km away is a positive except for 3 things.
1. We have already booked and paid for return airport transfers to viva palmanova
2. We have booked and paid for 2 x adult VIP captains table tickets for the pirates show magaluf
3. We have booked entry and paid for marineland portals nous for the family.
If we go to port d'alcudia we are 67km away from our pre booked activites and we also planned on going to katmandu as its right beside viva palmanova. If we go to viva tropics hotel we will have to hire a 7 seater as there are 4 adults and 2 children and we will have a hours drive each eay every time we go to a activity. I really feel hotels viva group do not appreciate or fully understand the situation they have put us in and I have replies the above problems if we change hotels. I hope they can come to a suitable solution as we are starting to get fed up and from being delighted to go away on holidays we are stressed with the whole situation now and has put a serious damper on the whole holiday.
Hi all,
Just a quick update. I received a reply from the hotel today. Took 2 days but we eventually got a reply.
Their solution is to offer us the same rooms in another of their hotels. The problem is the hotel is In port d'alcudia which is 67km from where we originally booked. Getting our 2 bed apartment even 67 km away is a positive except for 3 things.
1. We have already booked and paid for return airport transfers to viva palmanova
2. We have booked and paid for 2 x adult VIP captains table tickets for the pirates show magaluf
3. We have booked entry and paid for marineland portals nous for the family.
If we go to port d'alcudia we are 67km away from our pre booked activites and we also planned on going to katmandu as its right beside viva palmanova. If we go to viva tropics hotel we will have to hire a 7 seater as there are 4 adults and 2 children and we will have a hours drive each eay every time we go to a activity. I really feel hotels viva group do not appreciate or fully understand the situation they have put us in and I have replies the above problems if we change hotels. I hope they can come to a suitable solution as we are starting to get fed up and from being delighted to go away on holidays we are stressed with the whole situation now and has put a serious damper on the whole holiday.
* another update *
Hotels viva emailed me today to say our original booking in viva palmanova remains so we have our 2 bed apartment again !!!! Couldn't be happier as the last 5 days have been pure stress. Thank god we got our original booking and didn't have to move 70 kms to a different hotel in different area. I asked viva would they keep their offer of free breakfasts for the duration of holiday for the stress they caused but they offered either 1 x free breakfast for family or 1 x evening buffet meal for family. Not a great offer in my opinion for all the stress but just grateful to get our 2 bed apartment and 10 nights of sleeping.
Hotels viva emailed me today to say our original booking in viva palmanova remains so we have our 2 bed apartment again !!!! Couldn't be happier as the last 5 days have been pure stress. Thank god we got our original booking and didn't have to move 70 kms to a different hotel in different area. I asked viva would they keep their offer of free breakfasts for the duration of holiday for the stress they caused but they offered either 1 x free breakfast for family or 1 x evening buffet meal for family. Not a great offer in my opinion for all the stress but just grateful to get our 2 bed apartment and 10 nights of sleeping.
So basically you've got your original room / booking back and I guess someone else has been " offered " the move they suggested to you ! Hopefully everyone is happy , the free breakfast offer was with the inconvenience of having to move , and getting a 1x free meal compensation due to stress is reasonable in the whole scheme of things . 
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