We booked a holiday to Cuba this year, two centre, Havana & then beach, cost £3300 (with 10% off )
Havana part was fine.
We then travelled to the Hotel Paradisus Varadero, to find our chosen hotel had closed 3 weeks previously and we had been moved to the new family resort built on the adjacent site.
When I say shut I mean shut, all the restaurants were closed, the rooms were all closed, some undergoing renovation.
This was the beach side locaion, as per the brochure and websites, looks idyllic, the pools were still open and one pool bar, the new accomodation was nothing like the old site , 3 storey, looks like council flats, and not something we would have chosen had we been given any notice, we'd have cancelled or gone somewhere else.
Trip advisor is littered with photo's and complaints alot of which have sprung up since the move to the new site.
We spoke to some Thomson guests who told us they had been notified of the change.
We complained to the Virgin rep the next day, he confirmed Virgin were aware of the closure & he didn't have a solution, so we had to lump it.
There were some issues with rooms, beds, restaurants, poor service etc, but the main complaint is the change of accomodation with no notice.
I complained from Cuba & got no response, complained on arrival home, no response.
Raised it with ABTA, contacted by Virgin, pointed to T&C's, £50 each compensation offer, declined
Virgin then had 28 days to respond which expired last week, so I emailed Mark Anderson the CEO, had a call Tuesday to offer me £318
I'm not inclined to accept that and want to take this further as I think we have a very good case for breach of contract, Virgin have admitted responsibility and said it should have been sorted there and then (with hindsight that would have been ideal) by the rep
So its court or ABTA arbitration? but I'm beginning to think ABTA are the travel industries united nations
I lodged the initial claim for £2000 which is about the cost of a week in an equivalent hotel to that booked in the first place.
So if I can ask for opinions as to arbitration of court please?