Does anyone know if it is possible to claim compensation after booking an apartment via the internet? (with Med Hotels, not a package tour)
I booked the Tropicana Suites in Benidorm for this February after reading that there would be a full programme of entertainment, daytime and evening, a restaurant, a gym, in fact everything we would want actually on the premises.
When we got there the restaurant was closed, the entertainment consisted of the barman putting a CD on. The reception was hardly manned. The bar closed at 8pm (latest) most evenings. There was no gym. There was NO mention at all, and still isnt on their site, that any of the activities are seasonal.
The apartment was dirty and shabby. The towels and sheets were never changed in 10 days, despite requests at reception, we used the spare sheets from a spare bed and our own beach towels when we ran out of clean stuff.
The heating in the tiny bedroom was on 24/7 on full blast, it was February, but unusualy hot, 3 attempts by workmen failed to turn it down.
To attempt to salvage our holiday we asked about upgrading to all-inclusive at the hotel Rock Gardens next door. We paid 360 Euroes for 8 days extra and was Charged for our child, although on everything it says First Kid FREE. After paying at Rock Gardens reception and getting the all-inclusive cards we were told that there were no rooms available yet. Then we were told this for the next few days. We had to walk down and up 2 steep hills in order to eat or use the facilities we had paid for. As I have arthritis this was very hard and i became less mobile through it.
I got in touch with Med Hotels and recieved a phone call on our 7th day of 10 offering to move us to Finistrat, outside Benidorm. By this time I couldnt face packing and moving so far.
Who is my claim with? Med hotals or the Magic Group? and how do I go about it please?
I think it may be 2 claims, Med Hotels for the misleading description of the accomodation and Magic, whoever they are, for being charged for a child and not given the upgrade we paid for?
We are not new to Benidorm, in fact have been there 20+ times, but this was the worst holiday I ever had.
I forgoit to mention that the phone call I recieved was from the Magic Group, not Med Hotels.
Does anyone know who I shouold complain to regarding all the problems I have had, see other post, tropican Suites, please
Your initial contract was with Med Hotels if you booked with them as the agent in the UK. Did they sell you a package i.e. flights and accommodation, or did you arrange your own travel, and request Med Hotels to book you into Tropicana Suites?
You need to check the publicity for the accommodation - does it say that the facilities you claim were missing/not available are all year round, or only at certain times in the year? There is usually a disclaimer to that effect.
Most hotels that are open all year round only have limited facilities available outside the main season. This can also be reflected in the price you pay. I note they say "occasional evening entertainment"
You say you suffer from arthritis and this gave you problems between the two locations. The blurb does say that it is located on a steep hill. Whilst I can understand the difficulties you had I doubt you can expect any assistance for that.
It is essential when booking accommodation that you do enquire if all the facilities that are listed/attracting you are available in the low season.
Have you spoken with Med Hotels since your return?
fwh
You need to check the publicity for the accommodation - does it say that the facilities you claim were missing/not available are all year round, or only at certain times in the year? There is usually a disclaimer to that effect.
Most hotels that are open all year round only have limited facilities available outside the main season. This can also be reflected in the price you pay. I note they say "occasional evening entertainment"
You say you suffer from arthritis and this gave you problems between the two locations. The blurb does say that it is located on a steep hill. Whilst I can understand the difficulties you had I doubt you can expect any assistance for that.
It is essential when booking accommodation that you do enquire if all the facilities that are listed/attracting you are available in the low season.
Have you spoken with Med Hotels since your return?
fwh
Sorry for the delay, I had to go out.
I was aware of the steep hill, it wouldnt have been a problem as this was going to be a holiday whereas we spent a lot of time in accomodation that had entertainment, swimming pool, bar, restaurant etc there and wasn't expecting to climb hills and steps in order to eat or watch a show!
The publicity for the accomodation very clearly does not say it is seasonal ( in fact it isnt, it is no longer provided apparently at any season)
Everyone almost who booked a package was moved to the Magic Rock Gardens at No Extra Cost. I paid 360 Euros extra to move and still wasnt moved.
I have never had to enquire if facilities listed are available, I am always able to spot things that are 'between the lines' or in the small print. This listing had neither and med Hotels were suprised that the facilities were not available.
I booked the flights and transfers seperately with Thomson, no problems there.
I am now in contact with Med Hotels, who I think have been misled by the Magic Amigos group, or at least not kept up to date with this accomodation. They in fact, were suprised when I told them, as they agree that the description would be misleading.
The price I paid was the price quoted for the accomodation with facilities as listed, I would happily have paid more to get what i booked, as the facdt that I paid the extra proves.
Its not about the price, its the wasted time, money and loss of enjoyment and relaxation, which is what a holiday is supposed to be about.
I was aware of the steep hill, it wouldnt have been a problem as this was going to be a holiday whereas we spent a lot of time in accomodation that had entertainment, swimming pool, bar, restaurant etc there and wasn't expecting to climb hills and steps in order to eat or watch a show!
The publicity for the accomodation very clearly does not say it is seasonal ( in fact it isnt, it is no longer provided apparently at any season)
Everyone almost who booked a package was moved to the Magic Rock Gardens at No Extra Cost. I paid 360 Euros extra to move and still wasnt moved.
I have never had to enquire if facilities listed are available, I am always able to spot things that are 'between the lines' or in the small print. This listing had neither and med Hotels were suprised that the facilities were not available.
I booked the flights and transfers seperately with Thomson, no problems there.
I am now in contact with Med Hotels, who I think have been misled by the Magic Amigos group, or at least not kept up to date with this accomodation. They in fact, were suprised when I told them, as they agree that the description would be misleading.
The price I paid was the price quoted for the accomodation with facilities as listed, I would happily have paid more to get what i booked, as the facdt that I paid the extra proves.
Its not about the price, its the wasted time, money and loss of enjoyment and relaxation, which is what a holiday is supposed to be about.
Thanks for that information. As you say Med Hotels were not aware that the facilities booked and paid for were no longer supplied does not help.
I would suggest that you obtain some legal advice as to the next step.
The note below may help. Ros has helped many members of HT - Why not give her a call.
fwh
H T has teamed up with Ros Fernihough, Travel Law Solicitor, to provide the best information available.
Ros has offered our members free impartial legal advice. Please note that Ros does not read or post on this board any contact to her must be made via :-
Tel :- 01922 621114
I would suggest that you obtain some legal advice as to the next step.
The note below may help. Ros has helped many members of HT - Why not give her a call.
fwh
H T has teamed up with Ros Fernihough, Travel Law Solicitor, to provide the best information available.
Ros has offered our members free impartial legal advice. Please note that Ros does not read or post on this board any contact to her must be made via :-
Tel :- 01922 621114
Thankyou, I will ring him tomorrow.
Her Nicola 
Sorry, misread it, please read that as I will ring her not him.
I had the misfortune of staying at the tropicana in Benidorm a few years ago. The first day I jumped in the pool and sliced my foot open on broken glass. I went to the hospital to get stictched up and my aunty (there was about 10 of us who all went out there) was waiting on the manager to complain. She observed the hotel maintainence cleaning the pool and was shocked at the amount of glass that was in it!. We complained when we got home about the standard of the hotel and our TO gave us compensation and said they would look into the standard of the hotel.
sorry for the essay
sorry for the essay
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