{"id":68668,"date":"2023-11-01T12:24:25","date_gmt":"2023-11-01T12:24:25","guid":{"rendered":"https:\/\/hotcelebon.com\/?p=68668"},"modified":"2023-11-01T12:24:25","modified_gmt":"2023-11-01T12:24:25","slug":"our-family-holiday-was-ruined-by-filthy-hotel-it-looked-nothing-like-the-photos-but-no-one-will-refund-us-our-2800-the-sun","status":"publish","type":"post","link":"https:\/\/hotcelebon.com\/lifestyle\/our-family-holiday-was-ruined-by-filthy-hotel-it-looked-nothing-like-the-photos-but-no-one-will-refund-us-our-2800-the-sun\/","title":{"rendered":"Our family holiday was RUINED by filthy hotel – it looked nothing like the photos but no one will refund us our \u00a32,800 | The Sun"},"content":{"rendered":"

THE Sun's Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved.<\/strong><\/p>\n

This week, our consumer champion helped\u00a0a family get back \u00a32,783 after the hotel they booked turned out to be run-down, dirty and nothing like the photos advertised online.<\/p>\n

<\/p>\n

Q.I booked a family holiday to Georgioupolis in Crete for a week through Love Holidays for \u00a32,783.<\/strong><\/p>\n

The hotel I chose claimed it was being refurbished and showed photographs of what it would look like when it was completed<\/strong>.<\/p>\n

But when we arrived it was run down, dirty and nothing like the pictures advertised online.<\/strong><\/p>\n

I filed a complaint when I got home, but was told I should have done it earlier and refused a refund.<\/strong><\/p>\n

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Can you help me get some compensation for our ruined holiday?<\/strong><\/p>\n

Martin Wood, Waltham Abbey, Essex<\/em><\/p>\n

A. You had planned the perfect summer getaway to Crete in July and couldn\u2019t wait to spend some quality time with your family.<\/p>\n

The photographs of your hotel on travel agent Love Holidays\u2019 website depicted a stunning newly-refurbished resort with gleaming white tiles and deep blue pools.<\/p>\n

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<\/span><\/p>\n

But to your horror, you arrived to a dilapidated and dirty building which looked nothing like the pictures online.<\/p>\n

You didn\u2019t want to waste the trip trying to sort it out as you wished to enjoy the time away with your wife and two teenage daughters.<\/p>\n

Instead, you took photos of the accommodation and filed a complaint as soon as you got home.<\/p>\n

But despite providing evidence that the hotel was not as described online, Love Holidays said you should have reported any issues while you were still abroad.<\/p>\n

After weeks of back and forth, you received a measly five per cent refund on your \u00a32,783 trip without any explanation as to where this figure came from.<\/p>\n

When I spoke with Love Holidays, it explained that this amount is in line with its standard compensation policy.<\/p>\n

However, it agreed to review your complaint again and after conducting a thorough investigation into the hotel, it has now offered to refund your entire holiday including your flights.<\/p>\n

It has also removed the accommodation from its website to avoid this happening to other holiday-goers in future.<\/p>\n

A spokesperson for Love Holidays said: \u201cWe are very sorry to hear of Mr Wood\u2019s recent experience at the hotel and have carefully investigated the issues raised.<\/p>\n

\u201cWe\u2019ve reimbursed him with a full refund, including the cost of flights and accommodation, and have removed the hotel from sale.\u201d<\/p>\n

Our Squeeze\u00a0Team\u00a0has now won back a total of \u00a3155,697 <\/strong>for readers.<\/p>\n

What should I do if my hotel isn't as described?<\/h2>\n

If you book a package holiday and any element is not what was advertised when you pay for it, you may be entitled to compensation.<\/p>\n

Package Travel Regulations state everything in the package must be as described and the tour operator is liable if anything goes wrong.<\/p>\n

To be classed as a package holiday, your contract must include at least two of the following: transport, accommodation and other tourist services.<\/p>\n

While you don't want to spend your holiday on the phone to a complaints department, it's best to report any issues as soon as possible to avoid any problems down the line.<\/p>\n

You may need to prove that the way the holiday was marketed was misleading, so when you book a trip it's a good idea to take screenshots of how it was described at the time. <\/p>\n

When you arrive, take photographs or videos of anything that doesn't meet your expectations in case you're asked to provide evidence.<\/p>\n

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If you find any other guests with similar complaints, it may be a good idea to swap details to help support each other's claims.<\/p>\n

If the travel agent refuses to co-operate or doesn't respond, take your claim to an alternative dispute resolution service such as Resolver. They will liaise with the firm on your behalf.<\/p>\n

Do you have a money problem that needs sorting? Get in touch by emailing\u00a0money-sm@news.co.uk<\/strong>.<\/p>\n

You can also join our new Sun Money Facebook group to share stories and tips and engage with the consumer team and other group\u00a0members.<\/strong><\/p>\n

Source: Read Full Article<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

THE Sun's Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved. This week, our consumer champion helped\u00a0a family get back \u00a32,783 after the hotel they booked turned out to be run-down, dirty and nothing like the photos advertised online. Q.I booked a family holiday […]<\/p>\n","protected":false},"author":2,"featured_media":68667,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"yoast_head":"\nOur family holiday was RUINED by filthy hotel - it looked nothing like the photos but no one will refund us our \u00a32,800 | The Sun - Hotcelebon.com<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hotcelebon.com\/lifestyle\/our-family-holiday-was-ruined-by-filthy-hotel-it-looked-nothing-like-the-photos-but-no-one-will-refund-us-our-2800-the-sun\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Our family holiday was RUINED by filthy hotel - it looked nothing like the photos but no one will refund us our \u00a32,800 | The Sun - Hotcelebon.com\" \/>\n<meta property=\"og:description\" content=\"THE Sun's Squeeze Team wins back money for readers who have had a refund or billing issue with a company and are struggling to get it resolved. 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