Discussion
I think this may be in the wrong area but...
To start a long story my girlfriend and I are due to be going away on Monday to Tenerife.
We booked to go with icelolly.com who we booked a holiday with last April and had no issue at all, so I thought to book with them again.
Booked on the 30th of jan 2011 over the phone by Credit card. I was dealing with a man called Jamie and once I told him where I wanted to stay and fly from he said he would call back once he had checked for availability at the hotel I wanted to stay at. I made it very clear the hotel name and what area in tenerife I wanted to stay at (Be live la nina in costa adeje.)
Once he called back he said that there was availability and he had booked a room for us. Great all sorted he said that the company sorting the hotel and transfers (R-Travel) would email me and so would (Ryan air) with the flight details.
I received an email from ryan air immediately, however no luck with R-travel. I phoned R-travel and was informed told if no documents had arrived up 10 days before departing to ring up again and find out where they were. I received the documents yesterday and they have booked us into the wrong hotel and the wrong city in tenerife. They have also made our transfers to the same wrong hotel too!
They have booked us into Be live playa la arena, in Puerto santiago but we do not wish to stay in this area as we have friends staying in the south!
Spoke to credit card company they said if I do not have any paper work of me booking the Hotel they can not retract my payment. Which I do not beacuse I booked over the phone.
Spoke to R- Travel and they are bouncing me around so much. Firstly said they have no proof I asked for the Be live la nina, I asked to speak to the supervisour and they have terminated my call four times now. Eventually spoke to the supuervisor and she said its not our department and has tried to spend me back to the department where I booked the holiday. When I rang the booking line I ask to speak to the guy I booked the holiday with who no longer works there. The manager is now taking on all his recent booking but he is away today and tommorrow!
If I wait two day it will be the last day before I go. (they are shut satardays and sunday)
I Feel they think if they delay me all the time I will just go on the holiday.
Please help?????
I would really appreciated all help you could give us.
Where do I stand and what actions should I take.
To start a long story my girlfriend and I are due to be going away on Monday to Tenerife.
We booked to go with icelolly.com who we booked a holiday with last April and had no issue at all, so I thought to book with them again.
Booked on the 30th of jan 2011 over the phone by Credit card. I was dealing with a man called Jamie and once I told him where I wanted to stay and fly from he said he would call back once he had checked for availability at the hotel I wanted to stay at. I made it very clear the hotel name and what area in tenerife I wanted to stay at (Be live la nina in costa adeje.)
Once he called back he said that there was availability and he had booked a room for us. Great all sorted he said that the company sorting the hotel and transfers (R-Travel) would email me and so would (Ryan air) with the flight details.
I received an email from ryan air immediately, however no luck with R-travel. I phoned R-travel and was informed told if no documents had arrived up 10 days before departing to ring up again and find out where they were. I received the documents yesterday and they have booked us into the wrong hotel and the wrong city in tenerife. They have also made our transfers to the same wrong hotel too!
They have booked us into Be live playa la arena, in Puerto santiago but we do not wish to stay in this area as we have friends staying in the south!
Spoke to credit card company they said if I do not have any paper work of me booking the Hotel they can not retract my payment. Which I do not beacuse I booked over the phone.
Spoke to R- Travel and they are bouncing me around so much. Firstly said they have no proof I asked for the Be live la nina, I asked to speak to the supervisour and they have terminated my call four times now. Eventually spoke to the supuervisor and she said its not our department and has tried to spend me back to the department where I booked the holiday. When I rang the booking line I ask to speak to the guy I booked the holiday with who no longer works there. The manager is now taking on all his recent booking but he is away today and tommorrow!
If I wait two day it will be the last day before I go. (they are shut satardays and sunday)
I Feel they think if they delay me all the time I will just go on the holiday.
Please help?????
I would really appreciated all help you could give us.
Where do I stand and what actions should I take.
firstly when is the holiday for?
request the call to be listened to from 30th of jan. i work for a net holiday company and we keep them all for 28 days so you need to get onto icelolly asap not the transfer company. your dealing was with them.
They will have a write off department which deal with such claims
did you receive an email after you booked over the phone? how soon after did you receive the confirmation of the hotel/transfers to the point you contacted icelolly?
r-travel are correct in referring you to icelolly - they are the ones who have passed the incorrect details so seemingly the liability would lie with icelolly regardless if the guy you booked with has left.
call back icelolly speak to another manager if you have to. get this escalataed - see if they have call recording and get the call listened to and it should prove you asked for certain specifics and the agent got it wrong. they will then have to book you the correct details.
they have then mis-sold you and its a court case.
request the call to be listened to from 30th of jan. i work for a net holiday company and we keep them all for 28 days so you need to get onto icelolly asap not the transfer company. your dealing was with them.
They will have a write off department which deal with such claims
did you receive an email after you booked over the phone? how soon after did you receive the confirmation of the hotel/transfers to the point you contacted icelolly?
r-travel are correct in referring you to icelolly - they are the ones who have passed the incorrect details so seemingly the liability would lie with icelolly regardless if the guy you booked with has left.
call back icelolly speak to another manager if you have to. get this escalataed - see if they have call recording and get the call listened to and it should prove you asked for certain specifics and the agent got it wrong. they will then have to book you the correct details.
they have then mis-sold you and its a court case.
Spoke to the mamanger at ice-lolly she has spoken to Be live and listened to the recording I did state that I specifically asked for the La nina.
She has given me two options either stay at the arena which I do not want to do or be transfered to a different hotel they supply in Adeje. She read me a list of the hotels they have avalible. They are nowhere near as nice as the hotel I book originally and they want an extra £156 to be transfered.
What to do now? I think it is outragious they want me to pay extra after somthing they have got wrong!
Any advice will be greatfully received
She has given me two options either stay at the arena which I do not want to do or be transfered to a different hotel they supply in Adeje. She read me a list of the hotels they have avalible. They are nowhere near as nice as the hotel I book originally and they want an extra £156 to be transfered.
What to do now? I think it is outragious they want me to pay extra after somthing they have got wrong!
Any advice will be greatfully received
with regards to availability you might be stuck. unless there is current availability at the hotel you originally wanted you are well within your rights to demand that.
as for paying extra - tell them to stick it where the sun dont shine.
the fault is entirely with them it is their agents liability. it is their job to correct the error they have made. if you were being outrageous askin for a 5* when u originally booked a 3* then i can understand but otherwise like for like in an area there abouts is perfectly fine.
speak to the hotel you wanted directly as it maybe the case they have availability but just not listed on icelolly.
as for paying extra - tell them to stick it where the sun dont shine.
the fault is entirely with them it is their agents liability. it is their job to correct the error they have made. if you were being outrageous askin for a 5* when u originally booked a 3* then i can understand but otherwise like for like in an area there abouts is perfectly fine.
speak to the hotel you wanted directly as it maybe the case they have availability but just not listed on icelolly.
Unfortuantly they only have 4 hotel/ resorts which all seem to be a pretty poor standard for the amount I have already paid let alone a further odd £100.
Main querey at the moment is should I have to pay extra although it was their fault?
And how can I go about getting my cash back for me to book a hotel seperate if they wont budge on paying the extra?
Edit:
The hotel I booked was all singing all dancing 4* hotel they are trying to palm me off 2/3* resorts. Never again icelolly!!
Many thanks
Main querey at the moment is should I have to pay extra although it was their fault?
And how can I go about getting my cash back for me to book a hotel seperate if they wont budge on paying the extra?
Edit:
The hotel I booked was all singing all dancing 4* hotel they are trying to palm me off 2/3* resorts. Never again icelolly!!
Many thanks
u can request a partial refund for the hotel segment only. if they be arsey then a full refund
but make sure u fone the hotel urself to make sure they've got space and check the direct rates as they can be quite a bit higher.
make sure you have options before you cancel thats what i'd recommend
but make sure u fone the hotel urself to make sure they've got space and check the direct rates as they can be quite a bit higher.
make sure you have options before you cancel thats what i'd recommend
I am happy with the flights thats ok but they are refussing me a refund for the hotel.
I would take one of the hotels they are offering but not prepared to pay an additional charge.
Where do I stand legally do they have to give me a refund for mis selling me a product. What about the extra charge too should they not have to pay being their c
up.
I would take one of the hotels they are offering but not prepared to pay an additional charge.
Where do I stand legally do they have to give me a refund for mis selling me a product. What about the extra charge too should they not have to pay being their c
up.Definately do not pay.
you have requested xyz hotel and as far as the transaction is concerned you have paid for that
if it has turned out lollypop agent has booked you the wrong hotel that is their liability and their responsibility to sort this out.
it is their issue adn they have to absorb any extra costs. as far as you are concerned they are at fault.
as to a refund depends on thier policy
they would have to absorb the flight cancellation aswell as maybe the hotel cancellation.
you have requested xyz hotel and as far as the transaction is concerned you have paid for that
if it has turned out lollypop agent has booked you the wrong hotel that is their liability and their responsibility to sort this out.
it is their issue adn they have to absorb any extra costs. as far as you are concerned they are at fault.
as to a refund depends on thier policy
they would have to absorb the flight cancellation aswell as maybe the hotel cancellation.
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