We have just returned from an holiday in Ibiza which was booked through First Choice Premier brouchure. We went to the (officially rated) 4 star Insotel Cala Tarida Beach.
When we arrived at the hotel our 1st impressions were "wow", the reception area is gorgous, very spacious, modern all marble - that sort of thing. The receptionist (***, more on him later!) was very helpful and his english was perfect.
However, we went to our room (2 families travelled, 4 adults & 3 kids under
and after struggling down approx 25 steps from reception then up a further 3 flights of stairs to our rooms, we discovered the rooms were in fact studios. We had booked 2 one bed apartments. The studios were beautifully fitted out and very deserving of a 4 star rating, but we had paid for apartment. So, me and my friend went back up to reception and sais to *** "Hi, we have just booked in but we have been given studios by mistake, we have booked apartment", Enrique simply said "proof it". Enraged we marched back to the room to get our booking confirmation. As soon as we walked into reception, *** walked off and said "I'm busy". We saw someone else at reception after waiting around 10/15 minutes to be seen to. The rooms were changed immediatly.We trekked back up to the original rooms and got together our bags and kids and set about finding the other rooms. The rooms were in another building completely which were outside of the hotels grounds over a bridge and involved a LOT of steps (approx 20 to get down to the entrance of the apartment block and then 3 further flights of stairs) The rooms were quite spacious with a large balcony and nice view over the beach but were no where near the same quality as the other rooms and a good 5 minute walk from the rooms to the border of the hotels grounds.
Off we went back up to reception to complain, we had after all booked and paid for 4* premier accomadation and this did not meet requirements. We had also been given a map of the complex by the infamous *** when we originally booked in. This showed at one end 4* and where we were 3*. We pointed this out on our 4th trip to reception only to be told that this was "marketing"!!! What!!! We were not happy. We asked if we could move back to the original rooms but were told that this was not possible as their contract with us was to supply 2 apartments. I pointed out that according to their computer we were supposed to be in studios. After discussing with management we were told we could swop, but had to sign a waiver to say we would not complain further, plus we had to pay a transfer fee. Obviously, we were not happy with this. I phoned the FC resort office wh osaid they would arrange a free transfer to the studios and they would refund the difference between the cost of the Apartments and the studios. However this would only be at "corporate rate" and we would only get back 96 euros between us all, which is half of what we paid extra to have apartment in the 1st place. We were alos told that again we would not be able to complain further. I asked the FC rep, off the record, what she would do. She advised me to stay put and make a complaint to te rep and then another after the holiday. The brouchure states that there are 3 other restaurants in addition to the buffet restaurant. It does not state that they are only available at certain times and have to be booked in advance. We booked all three as soon as we found out, only to have one of them cancelled an hour before our booking - due to bad weather!!! Also whilst we were at the hotel 2 conferences were held and resaurants were closed off purely for the conferences use. This was not just for a meal at a time but a full week. The hotel also allowed people from other hotels to use the facilities, but we were not made aware of this or the fact that we may have been able to use an other hotels facilities. This was particularly tiresome in the evening when it would get to around 9:30pm (when the show was due to start) and what would apear to be a coach full of Italians would appear and you would have to queue at the bar for between 20 - 30 mins.
I'm sorry by the way, this is VERY long!
The two things that were the icing on the cake were on the day before our departure, our 5 year old daughter had an accident whilst in the kids club and needed medical attention. THe hotel dr looked at her and said she needed to go to the clinic. Although my daughter was very distressed and hurt I knew that her injury wasn't life threatening or anything so as I knew we would be home in less than 24hrs asked if the Dr could just clean her wound until we got home "no. no, you not worry, no pay, bring passport, tickets and insurance, we go in ambulance" he said. I thought it must be more serious that I thought and off we went in the ambulance with the hotel Dr who then just cleaned her and charged us 90 euro for the privaledge!!
The other matter that just about finised me off was that on the morning of our departure, our coach was 20 mins late. Worrying sl;ighlty my husband went to reception and phoned our rep. He had to be woken (even though it was 8:50 and he was due at the hotel at 10 anyway) and because of this was very apprupt with my husband. When my husband said that the coach was late and could he find out anything he was told " You must not have been out in time for it, it will have gone now you will have to catch a bus to the airport" Unbelieveable!!!! Luckily the coach turned up a couple of mins later. THere are other little niggles about the holiday but I will be here all day (not getting the premier meal on the flights being one of them)
My point is; do we have a claim? Or am I just being fussy? What should we do?
Many thanks in advance and thanks for reading my very long nag!!
*Edit to remove staff name - Glynis*
