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- Jane Asady's review
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| Customer Service | 7.3/10   |
|---|---|
| Value for Money | 7.3/10 |
| Overall rating | 7.5/10 |
By Jane Asady
on 3rd Feb 2006
| Have you booked through this tour operator before? | Yes |
|---|---|
| Customer Service | 0/10 |
| Value for money | 0/10 |
| Overall value | 0/10 |
 Jane Asady's recommendation | |
None
Pervarding damp, old fixtures and fittings, old furniture, cramped conditions. Poor customer care and insults.
In August 2005, my family and I arrived late at Hoseasons Invermoriston Chalets near Loch Ness. Upon entering the chalet the smell of damp was overwhelming. The chalet was old and very cramped, the fixtures and fittings were of a very poor standard and the furniture was old and shabby. The chalet looked as though it had been constructed in the 1960s or early 1970s and it had not been updated since that time. Because we were tired after our long journey we initially thought that we would stay one night and travel home the next day as the chalet was so horrible that we could not envisage staying for the whole 2 weeks. However, when we closed the open windows to keep the midges out, the damp became so overwhelming that we were unable to contemplate staying even one night. The furniture and carpeting felt wet to the touch and the smell was disgusting. We tried to find alternative accommodation nearby but there was nothing available as it was high season. With the help of a friend we were able to secure accommodation 50 miles away and we prepared to leave. Because it was now past 11 pm, we decided that it was unreasonable to call on the park owner to return the key at that time of night and we decided to return the next day to make our complaints and return the key. At noon the next day, after travelling 50 miles back to Invermoriston, we returned and spoke to the owner and returned the key. My complaints were met by silence with the exception that the owner's wife contradicted my statement that the chalet was dirty. I duly telephoned Hoseasons to explain my reason for leaving and was told to put the matter in writing when I returned home, which I did. The first response from Hoseasons was that they mixed up my holiday number with someone else's and told me that I should have telephoned them in the first place and as I had not, I was not eligible for any compensation. After I informed them of their mistake, I heard nothing. Only when I took the matter to a solicitor did I hear again from Hoseasons. The response I got was to call me abusive, foul mouthed, aggressive and claiming that I had an ulterior motive for making my complaint. When I responded with outrage at the allegations against me and at the lack of a response to my complaints, I was only further abused by Hoseasons Customer Care and the Invermoriston Chalets owner. Having got nowhere with my complaint, in exasperation, I wrote to the Chief Executive, Richard Carrick, giving full details of my complaints. By now I was not as concerned about getting any money back (the holiday had cost me £867) but I did expect a sincere apology for my abominable treatment. However, I did not receive an apology or anything approaching an apology nor did I receive a penny of my money back. I am disgusted with the standard of accommodation provided by Hoseasons and at their shocking customer service, whereby someone making a reasonable complaint is abused and insulted.
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Bertie
on 23rd Feb 2006
Jane Asady
on 27th Feb 2006
juliegale
on 21st Mar 2006