We recently went on a Travelscope holiday package to Germany. Everything was great (coach, excursions, eurotunnel) except the hotel which was not particularly clean, had dodgy electrics, curtains that did not cover the whole window and we also encountered a tick whilst in our bed! We moved out on the last night to the hotel next door (following the tick incident) as we got no joy from our travel rep and the hotel owner - not even an offer to hoover the bed/change the sheets (which were threadbare in places) to make us feel more comfortable/at ease.
We have written to Travelscope asking for a partial refund (not full as the excursions were excellent) and a refund of the cost of the hotel we had to move to and asked for a response within 14 days.
We received a letter within the 14 days whcih was basically a holding letter saying they have received our letter and are dealing with it. That was 2 weeks ago.
How long should I wait to hear from the further before contacting ABFTA (of which they are a member)?
thanks
Thanks Kath, I'll give them another couple of weeks then.
I've no idea what to do if they refuse a refund, but will go to ABFTA and hopefully they can follow it up and advise.
I've no idea what to do if they refuse a refund, but will go to ABFTA and hopefully they can follow it up and advise.
hi as you have complained did you make a formal complaint out at the hotel with your rep in writing. if you didnt then i very much doubt they will refund you any money at all because you stayed in the hotel for all the duration apart from 1 night. if you did make a complaint at the time and get no luck with the company then abta can do nothing about it as abta help out in matters of cancelled acc and stuff they have no dealing with accomodation problems they can only advised not force any compensation that is not what they are there for.
Incorrect, Abta would help as the the accomodation problem is part of a package holiday. I suggest you have a quick read of the following,
http://www.euroconsumer.org.uk/index/your_rights/holidays_home/package_holiday_claims.htm
http://www.euroconsumer.org.uk/index/your_rights/holidays_home/package_holiday_claims.htm
I put in writing about the complaint on the form which the holiday rep gave us at the end of the stay (like a questionnaire) and handed it to her before we left the hotel.
I have still not heard so will pursue it further - thanks for the link.
I have still not heard so will pursue it further - thanks for the link.
Goog link Jeff106uk - the 1992 Travel regs are explained in understandable English.
I often suggest these regulations on this site and clause 15 (2) is the one that applies here.
Redflame has stated that the tour rep. (and the hotel) failed to take any action after the report of the tick. This counts as a complaint lodged with the T.O. in my book as the rep. works directly for the T.Op. and the hotel is a supplier to the T.Op. and hence the responsibility of the T.Op.
Your claim for refund of the cost of the one night's stay in the alternate hotel is perfectly legitimate, in my opinion. You gave the hotel and T.Op. every opportunity to rectify the situation (hence mitigated the costs) and they failed to respond.
Assuming your PACKAGE was a 7 night duration I would be inclined to claim for one seventh of the ENTIRE package cost. If it was a 10 night package, claim one tenth - you get the idea.
Now I'm not a lawyer as some on this site/thread purport to be, but I base this suggestion on a case between Kuoni Travel Ltd and Lathrope. Slightly different situation (outbound delay caused loss of a night's accommodation) but you suffered a similar fate in as much as your night at the alternate hotel was not as booked and it took you time to arrange and effect the transfer. I'd also claim £50 per passenger in your group affected in this manner to cover distress and inconvenience. Kuoni were instructed by the judge to pay that amount to the Lathropes.
Travelscope would probably be reluctant to fight this in court but you must be prepared to take this to the County Court should they continue to refuse you acceptable recompense.
I often suggest these regulations on this site and clause 15 (2) is the one that applies here.
Redflame has stated that the tour rep. (and the hotel) failed to take any action after the report of the tick. This counts as a complaint lodged with the T.O. in my book as the rep. works directly for the T.Op. and the hotel is a supplier to the T.Op. and hence the responsibility of the T.Op.
Your claim for refund of the cost of the one night's stay in the alternate hotel is perfectly legitimate, in my opinion. You gave the hotel and T.Op. every opportunity to rectify the situation (hence mitigated the costs) and they failed to respond.
Assuming your PACKAGE was a 7 night duration I would be inclined to claim for one seventh of the ENTIRE package cost. If it was a 10 night package, claim one tenth - you get the idea.
Now I'm not a lawyer as some on this site/thread purport to be, but I base this suggestion on a case between Kuoni Travel Ltd and Lathrope. Slightly different situation (outbound delay caused loss of a night's accommodation) but you suffered a similar fate in as much as your night at the alternate hotel was not as booked and it took you time to arrange and effect the transfer. I'd also claim £50 per passenger in your group affected in this manner to cover distress and inconvenience. Kuoni were instructed by the judge to pay that amount to the Lathropes.
Travelscope would probably be reluctant to fight this in court but you must be prepared to take this to the County Court should they continue to refuse you acceptable recompense.
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