Latest Companies Claims

Booked by Mr T McDowell Dear Sir or Madam, I write to complain about the atrocious manner in which my partner and I have been treated by your company. We booked a holiday through yourselves knowingly wanting to stay at the Globales Hotel America. As I had already been to the area of Cala D’Or twice previously I was taken with how amazing the hotel and its views were, promising the next time I returned I’d stay there. Delighted with the purchase of the holiday – a birthday present for my partner who had never been to Mallorca, we understandably were excited as the ratings for the hotel on Holiday Watchdog and Trip Advisor were excellent. When we got to the hotel and got off the transfer shuttle, the driver informed us we were not at this hotel, but another we’d never heard of. Assuming it was a mistake we argued with the coach driver, showing him paperwork sent by yourselves clearly showing we were at the Hotel America. After humouring him we would find our own way the unknown hotel if we were wrong he let us have our luggage. Once we were in the hotel and gave our paperwork to the reception they asked us to go get something to eat and come back to reception. When we returned they said our travel company ‘Ola Holidays Ltd’ had contacted us by phone and email saying they had changed our accommodation! This was obviously a blatant lie as I’d received no correspondence by phone or email and would certainly not have continued with the holiday if we were not staying in anywhere but the Hotel America as this was our reason for booking! We wanted the stunning sea views as promised with every room! Devastated, we were told we were up the road in the Hotel Romani! After a solemn and upsetting taxi ride we arrived at the drab looking Hotel Romani and got to the reception. The receptionist like everyone else knew more about our situation than us! Our room was horrendous; small, cramped and with no air conditioning. We opened the curtains to our balcony to reveal a vastly overgrown tree swamping our balcony! Beyond it we could just make out the road and car park below. This was definitely not the sea view we were promised. With no sleep in the heat I angrily called your Customer Services the following morning as stated in your terms and conditions and after a long wait was told we’d be called back later that day. In the meantime we had to hire an overpriced fan to try and air our room a little, which failed, resulting in me having a permanent heat rash for the duration of the holiday. After no contact from yourselves we called again the next day only to be told again we’d be called back. Finally a few hours later we were called and told it was the Hotel America’s fault who’d changed their bookings when we’d arrived the first night. This is a laughable lie as even the transfer company knew we’d been changed. We were also offered another hotel – an hour away!!!! We hadn’t paid for ‘Allocation on Arrival’ for the hotel, let alone the resort! For us that was like choosing a holiday location by throwing a dart at a map of the world. The gentleman we spoke to agreed it was out of order and would even assist us by helping us write a letter of complaint to yourselves!! Only a moron would take up such an offer by letting a company write their own complaint letter to themselves! We refused the hour away hotel (we weren’t even told where this was) and said we’d proceed with our complaint on our return. Once home I found an email sent to us by yourselves the day before our departure. This is unbelievably short notice and there was little chance of me seeing this before we left. Please refer to your terms and conditions part 8 concerning this. We chose the Hotel America because it was reviewed as being peaceful and relaxing – the same reason we chose Cala’s De Mallorca. On our visits to Hotel America to take pictures I was almost in tears at how much I adored the place and the views, stunned at the manner in which we were taken away from it. The Hotel Romani, whilst indeed having a great pool, was complete bedlam, overcrowded and full of children. Meal times were so stressful we hardly ate at the hotel, eating out and adding to our expense. Our holiday had stopped being the peaceful getaway and more like a trip to the chaos of Blackpool (which we live beside and know very well). All in all we are very upset by the service provided by yourselves Ola Holidays Ltd and we demand a full reimbursement for your actions. If our requirements are not met with satisfaction or this complaint is not dealt with in the sufficient time of four weeks we will be taking this further with Altura Destination Services, ATOL and whomever we deem can help us including Watchdog. Below are pictures we took supporting our complaint. I trust this is sufficient evidence to support our claim. Kind Regards Wendy Croall