Homepage|Complaints|Right of Reply|Lighter Side|Voting Station|Sounding Board

 

Consumer: MR & Mrs Fletcher
Company: Golden Sun
Date: 18 July 2003
 
 
 


GOLDEN SUN HOLIDAYS
HOTEL PELA MARIA WAS FAULTY TOWERS, WHEN WAS SUPOSED TO BE 3* ALL INCLUSIVE.

THIS IS OUR REPLY TO AN OFFER OF £50.00 PER PERSON.

Dear Sir
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 complained)

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 lost holiday.

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.

Yours sincerely
MR & Mrs Fletcher

Cc: to Mrs P Whyte Birkenhead trading standards
Holiday Hyper Market Stockton On Tees
ABTA