Advice please re: incorrect brouchure info, Direct Holidays.

katielind

2005-06-02 17:34:19

Hi,
Several months ago i booked a holiday to Egypt (Hurghada) for myself and a friend through direct holidays. The brouchure stated that all rooms had either a balcony or terrace, when booking i requested an upper floor with balcony. (This was done as my friend was mugged when on holiday before in a ground floor room and no longer feels safe, we are both female in our twenties and travelling alone). The hotel has 5 floors so therefore we had an 80% chance of an upper floor room anyway.
Since then i have discovered through the forums on this site that British tour operators will not use the upper floors at this hotel as the balcony rail heights do not meet requirements for insurance purposes.
I have contacted DH and they confirmed this, i pointed out that this was not stated in the brouchure and infact the brouchure even said balcony or terrace. They told me that i could cancel the holiday and loose my deposit or i could change to another hotel in the same resort for no amendment fee. However after looking through the forum it seems that many hotels in this resort are the same. Some are not but DH do not offer them and will not allow me to change to a hotel that they do not offer in the brouchure.
Please help

mrsJ

2005-06-02 23:20:52

It seems to me that if you booked your holiday on the basis of the information which was printed in the brochure, i.e. upper floor rooms with balconies being available, and this information was incorrect, then you should be entitled to cancel the holiday contract without penalty and have a full refund of your deposit.

Firstly, I would recommend that you speak to your local trading standards department, and take a copy of the brochure along with you, as it sounds like the particulars described for this hotel may breach the Trade Descriptions Act. Secondly, if you paid the deposit by credit card, then I suggest you complain to your credit card company also, and ask them to intervene on your behalf to get your deposit back.

Hope this helps.

LisaMJ

2005-06-03 14:08:38

If you still want to go you could always e-mail the hotel and ask for a higher floor. In all honesty despite Direct Holidays statements I doubt they every single person that ever books with htem on ly has a ground floor room.

hth

greenshoes

2005-06-05 22:38:34

maybe direct holidays have certain rooms that their customers will recieve in the hotel and if this is the case then it wont be one with the didgey balcony but if not then i would contact citizens advice about the fact that the brochure contains inaccurate information and if it does then DH should refund you in full. good luck!!

Sunshiner

2005-06-10 20:37:12

As another writer suggests I would be surprised if the hotel would not put you on a higher floor if you ask when you arrive if there is any problem say that you will sign a letter to say it was at your request.

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