Beware of changes

Booked an all inclusive holiday to The Auramar Beach Resort (3*) in Albufeira. We had stayed there before so knew that it was literally next to the beach, 10 minutes to the strip and half hour walk to the old town.

Seven weeks before our holiday we received an email informing us that due to an outbreak of sickness we were being moved to the Balai Atlantico (4 star) at no extra cost.

On checking, I found that this hotel was an hours walk inland. As we had booked a beach holiday and were travelling with two children and my mother-in-law who is in her mid 70's I phoned to inform them that this was not an acceptable alternative. I was advised to find a hotel that I considered to be suitable and to phone back and it would be sorted.

There was only one other hotel offered by Cosmos that was all inclusive; the Vila Gale Cerro.

I checked the prices; the Balai Atlantico was £2,800 more expensive than the hotel we had booked, the Vila Gale Cerro £3,100 more expensive.

I phoned back, expecting to have to pay the additional £300; I was informed I would have to cover the full cost of the change in hotel.

I requested to talk to a manager; there was nobody available but somebody would be asked to call me (this was a Wednesday). I phoned again Thursday and was informed my situation was being looked into. Phoned Monday and was informed I would be contacted during that day. Phoned Tuesday to be told I would be contacted within 20 minutes. Bearing in mind that this is not a number that is covered by BT minutes so each phone call was costing me more money, I phoned again an hour later and managed to speak to a manager (though not the one that had been looking at "my problem").

I was informed that they would cover the cost of the move to the Balai Atlantico but I would have to pay to move to a different hotel as I had chosen a 4*. I reminded her that Cosmos were moving me to a 4* hotel at no extra cost but this hotel was not suitable and they were basically removing our right to choice. The response; you have a choice, either go to the hotel we say or pay the full cost of moving.

I again stated my case, she then spoke to the accommodation manager who offered us £50 per person towards changing the hotel.

Needless to say, we cancelled the holiday, booked with another tour company and won't be using Cosmos again.