GOLDEN SUN HOLIDAYS
HOTEL PELA MARIA WAS FAULTY TOWERS, WHEN WAS SUPOSED TO BE 3* ALL
THIS IS OUR REPLY TO AN OFFER OF £50.00 PER PERSON.
Further to your letter dated 10 JULY 2003.
While you seem to agree with some issues (with out prejudice)
We still feel you have not dealt with our letter fully so we will
have to decline your offer of £50.00 per person.
The brochure picturing the hotel is completely misleading, the
hotel being one small part of a front block shown. Which may not
be in you brochure but I have a copy from you which you sent to
holiday hypermarket, and it clearly states on the top sent by golden
sun, for their reps to sell the holiday, as a 3* al holiday at £682.00
doesn’t not sound like a last minute break. As I have sent
you photos of the state of the pool and
The fact that things advertised were not all inclusive i.e. WATER,
YOU HAVE ADDRES NONE OF THIS
Air conditioning & refrigerators are advertised for an additional
fee, these were requested but we were informed that not only were
they not available but also never have been.
None of the following items were available but are advertised as
the hotel having:
· TV, VIDEO GAMES ROOM
· ONLY 2 UMBRELLAS IN HOTEL POOOL AREA, (request for more
was met with blank stares)
· NO PIZZERIA, NO SNACK BAR
THE SWIMMING POOL WAS ADVERTISED AS A SWEET WATER POOL BUT IT UNUSABLE
DUE TO ITS FILTHY STATE, ALL GUESTS OF ALL NATIONALITES COULD NOT
USE IT, ONE GUEST TRIED TO SCLEAN IT BUT TO NO AVAIL.
FIRE ESCAPE DOOR OPENED ONTO EMPTY SPACE SO PEOPLE ON FOURTH FLOOR
HAD NO MEANS OF ESCAPE IF A FIRE BROKE OUT.
The fire extinguishers were not fully charged.
Holiday was advertised and booked as a 3_4* ALL INCLUSIVE BASIS
(now advertised as 2*) the bar was not owned by the hotel, Bar facilities
were advertised as all-inclusive on leaflet enclosed (see enclosed
leaflet). (The 2 extra cocktails were added after earlier guests
No small or large bottles of water allowed during sunbathing in
the hotel pool area,
· No fruit juices allowed,
· No ice cream allowed
YOU DON’T SEEM TO HAVE ADDRESSED THIS COMPLAINT INFACT YOUR
LETTER IGNORES IT COMPLETLEY
The Golden Sun Rep Ms DB agreed with our complaints
as she saw for her self the state of the pool and poolside area,
and filed her own report to head office which we were allowed to
read but not to take a copy,
She came to see us on the Tuesday of our holiday when all the other
English people were going home, and told us that their would be
8/10 more people arriving that day/night.
They didn’t arrive by the following morning I asked at reception
to be told that they had been put somewhere else. Ms DB arrived
to inform us of our flight home details even though we still had
4 more days to go, and when asked she informed us that because of
the state of the hotel and all the complaints received from all
other guest of various nationalities, no more English all inclusive
were being sent there and they had taken them to another hotel.
She said this was head offices decision. We were then left to our
own devices as when a few days earlier we asked if there was anywhere
else to go we were informed that all rooms were booked!!!, so we
were just left !!!
An excursion booked and paid for on 10th June (we booked 3 trips
of rep as we felt sorry for her because of all the dissatisfied
customers) One trip for Thursday the 12th June 03 to dia of a cost
of 96 euros, we were picked up at 8.05am and taken to a boat which
we didn’t arrive until 11am due to wasted time by other holidaymakers
not turning up, we mounted the boat and sat for half an hour then
to be told by the Palmyra rep that the captain would not be taking
us, we were told she would get in touch with every body’s
rep and they could either have another trip or if like us and other
people who were going home the next day a full refund would be given,
Copy of voucher enclosed.
Ms DB didn’t come to our hotel even when reception phoned
for her Nemours times for us.
She just didn’t show up, so no refund was ever given. So
we expect full compensation for this
We except full compensation for our expenditure on food, which
as you have informed me not all receipts show this, but as you agreed
on the phone it was easier to just send them all as they were in
Greek. If you think that £30.00 for food full compensation
for a week’s full board food and drinks, then, I am disappointed
to say the least. We also expect some sort of compensation for a
We save all year for a good quality holiday, and it is wrong that
a company as big as yours should put us up in a disgusting hotel
which was clearly not an all inclusive hotel and had never had been
before. We discovered from your rep that because of the state of
the hotel guests arriving we taken to another hotel, as some of
them had copies of pictures and descriptions of hotel so they were
not sent to pela Maria, but given alternative accommodation, whilst
we were told we couldn’t be moved because of lack of rooms.
Why??? Were they told about this hotel but not us!
YOU DO NOT SEEM TO HAVE MADE ANY COMMENT ON ANY OF THIS
We await your reply.
MR & Mrs Fletcher
Cc: to Mrs P Whyte Birkenhead trading standards
Holiday Hyper Market Stockton On Tees