RE: - Complaint – Booking Ref HTR23051 Dear Serena, I would like to record a formal complaint regarding the above holiday to Alanya which proved very unsatisfactory, bordering on disastrous. Firstly I would like to thank you for the assistance you provided to me whilst I was abroad, you were professional, friendly, polite and empathetic to my situation and arranged alternative accommodation – I very much appreciated your kind help. The Hotel Kleopatra Alis hotel certainly doesn’t do what it says on the tin. We and other holidaymakers were astounded at what we discovered, and a party of 4 other travellers on the same flight (including 2 aged 70+ were asked to leave as a result of their complaining). Upon arrival at approximately 1:30am we were advised that an alternative room would be available after 11am as they were fully booked. The pictures of this room speak a thousand words. The room was at the rear of the hotel and contained a single divan and a z-bed with an inch-thick dirty mattress – the room itself was filthy & unhygienic. Basic 3-star I can handle, filth is something else. The in-resort representative “Sinasi” mobile number 00905412413101, was insulting and certainly not what I’d expect from a representative of Hays Travel or their subsidiaries / cub-contractors. He advised the 6 people present at the “welcome” meeting that “we got what we paid for, and as we British earn £2000 each month we should know better and spend more – Turkey is no longer cheap”. He was unwilling to telephone Hays and the hotel management would not allow us to use their office PC for internet use (although provided Wi-Fi) – not the best start to the first full day of a much needed holiday. Alternative accommodation was offered and I chose what I felt to be the best of the two options, however, The Club Bella Mare was geared to Russian, Latvian & Estonian holiday makers and we did not hear anyone else speaking English for the duration of the hotel. Although the room was clean (other than the constant flakes of paint falling from the leaking ceiling and covering the floor) we were isolated. The location of this hotel was in the middle of a mass of other hotels all offering all-inclusive deals which meant there were no local bars or restaurants offering an alternative experience – adding to my feeling of isolation I feel let down by Hays Travel and feel robbed of my, having to pay an extra £290.09 on top of the original cost of £808.22 which in real terms is beyond my budget. A cost of £1098.31 for the holiday-from-hell, with £67.93 of additional costs for transfer by taxi, telephone & data charges, resulting in a gross cost of £1166.24 I took a taxi from Hotel Kleopatra Alis to the Hotel Club Bella Mare at a cost of 80 YTL – (Aprox £24.00GBP) unfortunately the words “Hesap Lutfen” bill please, ticket, invoice didn’t register with the driver as he quickly bundled another passenger in his taxi and sped off, so have not got a receipt for this journey. The total cost of making and receiving calls from Hays travel was £38.24 from a Vodafone mobile as well as £5.69 for accessing emails / hotel vouchers / transfer vouchers – PC print of statement available upon request. What are Hays going to do about this mess? What retribution are Hays going to offer me for my ruined holiday? The only thing I got was sunshine, everything else was just hideous. You have to remove the Hotel Kleopatra Alis hotel from your offering. More details upon request for the items listed below: The pool bar was closed, drinks only available from the main “restaurant” bar Cold food not chilled Hot food not kept hot Dirty crockery and cutlery at meal times. Unhelpful staff who actually laughed when we were complaining Being told we should pay more by a representative of hays, we get what we deserve I have enclosed / attached some photographs of my experience to support my claim for a full refund of all costs and hope that Hays actually removed the Hotel Kleopatra Alis from their “specially selected” group of hotels – it is singularly the worst hotel I have ever encountered, and the worst holiday I have never had. Photo of the filthy entrance – mounds of cigarettes and filthy bin Photo of the “internal glazed door” to room 606 – not secure Photo of the door with a missing handle for room 606 Photo of the room 606 of the Kleopatra Alis showing the beds Photo of the frame of the z-bed Photo of the ancient aircon unit and on-off swith usually in a fuse box Photo of the hole in the was with exposed wiring for the aircon unit Photo of me beside the hole with wiring demonstrating its height Photo’s of the pool area - covered in greengrocers cloth, which was filthy and a trip hazard Photo of the manhole cover with a significant ledge, not fitting the manhole Photo of broken furniture on the way to my room
Posted on: Sun, 30 Mar 2014 12:09:01 +0000