Hello my name is Jo and I joined this forum board today as I would like to pick your brains in regards to a complaint I have with First Choice holiday me and my son went on.
I performed a wide search on the First Choice website to ensure the suitability of a destination and resort for me and my son, I wanted to ensure my overall choice was popular with families and children included a kids club with plenty of activities to keep my son occupied, was all inclusive and had a fantastic swimming pool area and a decent level of evening entertainment.
To my delight when I discovered the Cornelia De Luxe in Turkey I was very pleased because the information on the First Choice website explained that the Cornelia had exactly what I was looking for and more, it was as I wanted popular with families and children, very children orientated with a kids club and a wide variety of activities, the added bonus of a separate children's buffet area, several restaurants and 24 hour all inclusive service, the swimming pool area had slides and a pool bar that served food, there was also regular evening entertainment.
As a result of the recommendations by First Choice I booked this holiday on the 15th August 2007 and paid approximately £1244 for my son and me to go to the Cornelia De luxe resort for 2 weeks from the 6th November 2007 till the 20th November 2007; I chose to go during this time because as a single parent I can not afford the extortionate prices that are charged for holidays during the summer holidays. As you can imagine both my son and me were very excited and eagerly awaited the date of our trip.
When we arrived at our destination we were delighted with how smooth the check in was and how quickly we were shown to our room, the cleanliness of the room was impeccable and the standards of the room was excellent, but sadly this is the only positive comment I can raise on our experience, sadly both my son and me fell ill which was unpleasant but we were determined to not let that get us down as we wanted to make the most of our holiday but we quickly came to the realisation that there were no families with children staying at the resort, my son was in fact the only child staying at the Cornelia for the duration of our 2 week stay, the separate child's buffet was non-existent, the quality of the food was I have to say disgusting, unappetising and very repetitive, the 24 hour food service was very limited, everything from the slides to the elusive pool bar was closed during our stay which was so disapointing and the evening entertainment was no where to be seen and to add insult to injury one member of staff at the Cornelia even went to hit my child.
I made repeated efforts to seek out the First Choice rep to air my complaints but unfortunately she was unavailable and staff at the Cornelia were also very unhelpful.
As a single mother I am not able to treat my son and me to holidays every year, it took me a very long time to save for such a holiday and it took a short time to be utterly disappointed, I feel very misled by First Choice recommendations and totally let down, my son was very upset.
Do you think I have grounds to make a complaint or should I put it down as one of those unfortunate experiences and keep it as that.
Thank you.
Jo
x
Hi Jo. By choosing to holiday late in the year you have hit what would be classed as the winter season as opposed to the summer one. On checking First Choices website it appears that a few things are available summer only ie Live shows, Activity centre, Children's pool, Surfing, Volleyball. There's also this disclaimer shown on the website *Not all the facilities listed are available during the winter.*
Also I don't think it's fair to blame First Choice for the lack of children at the hotel as it doesn't state 'families only'.
On checking our reviews it appears most people enjoyed the food although one person who visited in September has complained. Click Here to read our reviews and also add your own if you wish.
Also I don't think it's fair to blame First Choice for the lack of children at the hotel as it doesn't state 'families only'.
On checking our reviews it appears most people enjoyed the food although one person who visited in September has complained. Click Here to read our reviews and also add your own if you wish.
I very much doubt that you have cause for complaint with regards to the absence of other children because mid-November is during term time and whilst some parents to take their kids out of school to go on holiday, many do not. the TO would probably not regard themselves as liable for the fact that other families hadn't booked for the same fortnight.
Also, I would imagine that mid-November is towards the tail-end of the season in Turkey and I suggest that you check back over the brochure details very carefully. If there is any mention of this and a warning that facilities might be starting to be closed down as a result then they have probably covered their backs on this too. Such a wraning might be tucked away in the small print but TOs do usually include such a warning with regard to resorts that aren't year round destinations.
You do need to take specialist advice but on a first reading I think that the only thing that you might be able to make a case around is the poor quality of the food and especially if your illness was a case of food poisoning. Did you see a docter about it when you where there? Confirmation that you did suffer from an attack of food poisoning would strengthen your case. However, with regard to the rest of your experience I think that you might just have to put it down to experience.
I appreciate that your circumstances are such that you have to budget very carefully but in future going to a less expensive hotel but closer to the high season might be a better bet if you want to b able to have the sue of all the facilities and guarantee compansionship for your son.
SM
Also, I would imagine that mid-November is towards the tail-end of the season in Turkey and I suggest that you check back over the brochure details very carefully. If there is any mention of this and a warning that facilities might be starting to be closed down as a result then they have probably covered their backs on this too. Such a wraning might be tucked away in the small print but TOs do usually include such a warning with regard to resorts that aren't year round destinations.
You do need to take specialist advice but on a first reading I think that the only thing that you might be able to make a case around is the poor quality of the food and especially if your illness was a case of food poisoning. Did you see a docter about it when you where there? Confirmation that you did suffer from an attack of food poisoning would strengthen your case. However, with regard to the rest of your experience I think that you might just have to put it down to experience.
I appreciate that your circumstances are such that you have to budget very carefully but in future going to a less expensive hotel but closer to the high season might be a better bet if you want to b able to have the sue of all the facilities and guarantee compansionship for your son.
SM
It's such a shame that you were disappointed after looking forward to it for so long. The main points have been covered by Glynis and Sma but you mentioned a member of staff almost hitting your son. What do you mean by "almost" and were there any witnesses? Did you report that member of staff?
November is really not a great time for taking children out of school- by that I mean that this is not a popular time for most people due to course work etc. If you are looking in future for term time holidays, June would be better as you will get a fair amount of children being taken out. I hope your next holiday is much better for you
November is really not a great time for taking children out of school- by that I mean that this is not a popular time for most people due to course work etc. If you are looking in future for term time holidays, June would be better as you will get a fair amount of children being taken out. I hope your next holiday is much better for you
I am unable to add anything to what has already been said except a comment I have made in the past.
I always take the Email address of the TO with me - just in case.
Some years ago when I was unable to get the rep to take any notice of my complaint I emailed them. It was sorted within 24hrs
One problem that we can all run into with a complaint is did you report it in resort. The email in your case would have covered that.
fwh
I always take the Email address of the TO with me - just in case.
Some years ago when I was unable to get the rep to take any notice of my complaint I emailed them. It was sorted within 24hrs
One problem that we can all run into with a complaint is did you report it in resort. The email in your case would have covered that.
fwh
On your question the only complaint you have is the food made you both ill. For not being any kids you were into the winter season, half term falls towards the end of october and that is the latest date for plenty of kids around.
I agree with everything noted above...also I know whenever I've been away there has been a number to phone the office if needs be...did you call them although I'm not sure what they could have done.
It's unfortunate but they will have some small print somewhere saying things may wind down or be closed at this time of year!
For future reference though I'd sugest going in May, it's usually just as cheap as November and there will be a lot more kids around as lots of people take their summer holiday then but by November most people think summer is over and look forward to the next year!
I do think it's a shame that you've had to find out the hard way about what's written in the small print!!! Just recheck it and see if it mentions anything about slides etc being shut. If it doesn't mention anything then you'll have a case as it was sold to you as having those things!
For future reference though I'd sugest going in May, it's usually just as cheap as November and there will be a lot more kids around as lots of people take their summer holiday then but by November most people think summer is over and look forward to the next year!
I do think it's a shame that you've had to find out the hard way about what's written in the small print!!! Just recheck it and see if it mentions anything about slides etc being shut. If it doesn't mention anything then you'll have a case as it was sold to you as having those things!
Hi Jo,
So sorry to hear that you were disappointed with your holiday.
I can only echo what has already been said, no TO will be held responsible for the lack of kids in a hotel, it was just the wrong time of year and as you say, you didn't want to pay the silly prices which they charge at school holiday time - which is understandable.
Here in Cyprus, as in many med resorts and islands, Turkey included, as soon at 31st October comes, we are into low or winter season. Places close down, facilities which are mad busy in summer cease to be available etc etc.
I think, as has been said previously, you only have the possible food poisoning issue and also the incident where a member of staff almost hit your youngster.
The TO will ask if you reported any this to them. You say the rep was unavailable, was there a reps board in the hotel stating visiting times and giving essential phone numbers etc etc. Most TO's do this unless it is an ultra posh hotel which doesn't allow reps boards.
If the rep did not have fixed daily visiting times (this is normal in low season), could you have called the resort office for assistance?
They will question this, in their eyes if you didn't report the illness and the other incident to them and didn't seek doctors advice then it 'wasn't that bad'.
Can you tell us what happened with the member of staff?
Louby
So sorry to hear that you were disappointed with your holiday.
I can only echo what has already been said, no TO will be held responsible for the lack of kids in a hotel, it was just the wrong time of year and as you say, you didn't want to pay the silly prices which they charge at school holiday time - which is understandable.
Here in Cyprus, as in many med resorts and islands, Turkey included, as soon at 31st October comes, we are into low or winter season. Places close down, facilities which are mad busy in summer cease to be available etc etc.
I think, as has been said previously, you only have the possible food poisoning issue and also the incident where a member of staff almost hit your youngster.
The TO will ask if you reported any this to them. You say the rep was unavailable, was there a reps board in the hotel stating visiting times and giving essential phone numbers etc etc. Most TO's do this unless it is an ultra posh hotel which doesn't allow reps boards.
If the rep did not have fixed daily visiting times (this is normal in low season), could you have called the resort office for assistance?
They will question this, in their eyes if you didn't report the illness and the other incident to them and didn't seek doctors advice then it 'wasn't that bad'.
Can you tell us what happened with the member of staff?
Louby
to add insult to injury one member of staff at the Cornelia even went to hit my child.
What does this mean, and what were the circumstances, please?
Stomach upsets are always difficult to pin on a hotel unless a lot of other guests come down with them, because they can be picked up from snacks and ice creams etc outside the hotel.
The First Choice brochure makes it clear that many of facilities are only available in summer.
Although the dates of school terms can vary, a look on the internet suggests that from 6th November 2007 till the 20th November 2007 is firmly in term time, in which case it is not surprising that there were no other children there, as I understand that except with special permission it is actually an offence to take children out of school.
Peter
Although the dates of school terms can vary, a look on the internet suggests that from 6th November 2007 till the 20th November 2007 is firmly in term time, in which case it is not surprising that there were no other children there, as I understand that except with special permission it is actually an offence to take children out of school.
I guess I should take up a career in prosecuting parents as every single time i've been away has been outside school holidays and there have been hundreds of children around
As for the complaint. unfortunately I don't know of many places that even goto turkey in November due to them having a cold winter, so that may have a lot to do with nothing much being around, the rest, i'm afraid is common to many places you'll see europe-wide
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