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“Terrible holiday company will never deal with again!”

written by loubymar on 12/08/2014

The whole issue started the week before we went. I received a phone call 15/07/2014 at 2pm only a few days before I am due to departure on 22/07/2014, stating the provider for the hotel has gone into administration and that my original hotel has been cancelled. The call was totally out of the blue and was received on my mobile; no other alternative numbers were attempted. I was out at the time so could not look at the ONLY alternative hotel that was offered. We have children in foster care that we are taking to Florida for a life changing experience and had to get all the legal documents that allow us to take them out of the country re done, all at our own expense, in less than 2 working days before we depart. We also had to change the hotel address of our car hire, park tickets and our US Visas.

Once coming home to look into this hotel that I had been offered, I found it is cheaper than what I paid, which is £904 and it’s also further away from Disney than the original 10 miles away. The person on the phone then had the cheek to say for compensation they will offer breakfast at this alternative cheap hotel. Even though I paid for breakfast with the original. Having researched the hotel I phoned back and said this is not good enough, it’s cheaper and further away and not happy about it. They advised it has already been booked and to change hotel we would be looking at £80 plus to change to another hotel.

This is not acceptable, but teletext are the company that I paid and who have a legal obligation to provide me with the service I paid for. I also find it disgusting that the suppliers, HotelBrokers, went into administration on 7th March 2014 and teletext only notified me a few days before I’m due to travel over 4 months later; that’s shocking. If the public knew about this as of 07/03/2014, Teletext must have known before and also when I paid in full my last balance Teletext would have known then but didn’t say anything.

I had also been promised call backs from managers on that day and it never happened. Once again I had to chase up regarding poor service.

Getting to when we arrived, the place was dirty and it was obviously the cheapest alternative hotel teletext could find. It was disgusting. There were people around the place doing drugs which you could see and a permanent smell in the air when walking around certain rooms. There were also gangs of people swarming about the place which were very intimidating and loud on a night.

When we phoned and asked to be moved, we were told it would cost an additional £690. When we said we were not willing to pay this and we expected to be moved as we felt in danger, the best the person could come up with was £190 extra. Again when we said that we didn't want to pay anything, the person basically said pay it or stay where you are. He even had the cheek to say that if it was him, he'd just pay the money. The person did say that the 3rd party were in breach of contract and teletext were going to do something about it, but not while we were there, which was absolutely no good to us. So, we stayed put, having no alternative. There began the worst hotel visit we have ever had.

The breakfast might as well of been none existent, there was only toast, cereal, scrambled eggs and corned beef. We also had the ordeal of going down to reception every morning and printing out our holiday confirmation before we could eat breakfast. I have stayed at many hotels and I’ve never had to do this before.

On Sunday 27th July, at 2.15am, water came in from the ceiling and the ceiling collapsed, meaning we had to move rooms, to another room even nearer the area where all of these gangs were congregating, so it meant it was even noisier for us. We received nothing in the way of compensation for this inconvenience, just an apology, and that we could move in the morning before 11pm, ruining one of our days out. Both rooms smelled strongly of damp. Both rooms were dirty and had ants etc. in them, both rooms had 2 double beds rather than 1 double and 2 singles which you would expect in a family room.

The beds were not changed very often (maybe twice the whole holiday) and on a few occasions the towels were not changed. There was rubbish thrown all over the corridors and stairwells, there was ants on the plates and cups at breakfast.

All of these things made for a very unpleasant stay and ruined what should have been a nice holiday, which we’d spent over a year saving up for.