MILLIONS of holidaymakers are heading off overseas this summer and hoping for a relaxing escape.
But when a dream getaway turns into a nightmare, many do not know their rights and struggle to get help.
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That’s what happened when single mum Estelle Keeber, 40, and sons Jed, 14, and Obi, 12, above, arrived at their hotel in Turkey in June, only to find their room was filthy.
There was blood on a door, a used tampon in the shower and the bathroom bin was overflowing with dirty loo-roll, which stank.
Estelle, a social media manager from Leicester, had paid £1,100 for the package trip to Antalya through Love Holidays.
She says: “It was terrifying. I was worried we’d get ill because of how unclean it was.”
Even though she complained immediately to the holiday company, it just told her to take pictures as evidence, and the family were stuck there for the rest of the week.
‘Rowdy guests’
Estelle says she saw another guest trying to take photos to document the state of the Alexius Beach Hotel but the woman was then followed by a member of staff, which seemed threatening.
She says: “I was scared of the staff — but also some of the other guests who were rowdy. It completely ruined the holiday. I was devastated.”
Sun Money stepped in to help Estelle get a £700 refund for her accommodation. Love Holidays says it is no longer working with the Alexius Beach Hotel, in Beldibi, Antalya.
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A spokesman told us: “We’re sorry to hear that Ms Keeber’s holiday did not live up to expectations. Her experience fell short of our usual high standards and have therefore provided her with a full refund for the accommodation while also fully investigating the issues raised, with this hotel.”
Estelle says: “I’m so grateful to The Sun for getting my money back and I’d encourage others not to give up if they think they are due a refund.”
Sun Money tried to contact the hotel but did not get a response.
Here, our consumer champion Laura Purkess explains how you, too, can fight back if caught up in holiday hell, plus all you need to know before you book . . .
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MUST-DOS BEFORE YOU BOOK
ALMOST three-quarters of tourists admit to only skim-reading terms and conditions, research by the Chartered Trading Standards Institute has revealed. Nearly half don’t understand the greater protection offered by package holidays compared to trips where elements are paid for separately.
Here’s how to give yourself the best safety net . . .
1. BOOK ACCOMMODATION AND FLIGHTS TOGETHER: “It’s a good idea to book your flight plus your hotel or one other element like car hire at the same time, through one travel agent or tour operator,” says James Daley of comparison site Fairer Finance.
Any booking that involves a flight plus accommodation or one other component must be covered by an Atol certificate, which covers you should the hotel or airline go bust, for example. Check Atol’s website to ensure it really has a licence.
Package holiday rules also mean you can claim a refund or replacement trip if yours is cancelled — and your agency is responsible for finding you a new hotel if you can’t stay in the one you booked, for example if it’s unsafe. You can also claim back the difference in value if sent to a hotel of a lower standard than the one you thought you had, advises consumer champion Which?
2. BUY WITH A CREDIT CARD: Booking a trip this way can also give you an extra layer of protection, which means you can make a so-called “section 75” claim to your bank.
3. GET TRAVEL INSURANCE: A quarter of those heading on hols this year haven’t bought travel insurance, according to Post Office research. But Mr Daley warns: “Neither paying by credit card nor Atol protection should be seen as substitutes for a comprehensive travel insurance policy.”
Tips on fighting back
TRAVEL companies must provide what is promised, or a reasonable equivalent, under consumer rules.
What counts as reasonable is a matter of judgment but at the very least most guests expect that a hotel is clean.
Follow these expert tips to fight for money back if you end up in holiday hell . . .
1. COMPLAIN ON SITE: Consumer expert Scott Dixon says: “Always lodge a complaint with your hotel and holiday company, or on-site rep, immediately to give them a chance to put things right there and then.
“Ask for a complaint form so there’s proof that you tried to resolve the issue at the time.”
2. BE AWARE OF 28-DAY LIMIT: If you have not managed to complain while on holiday, you must do so within 28 days of getting home — including evidence like photos, relevant receipts and statements from other unhappy guests.
3. TAKE IT TO ABTA: When the holiday company responds, if you’re not happy, check if it is signed up with either the Association of British Travel Agents (ABTA) or the Association of Independent Tour Operators (AITO) — which can both help you to settle disputes with their members. If you’ve booked the parts of your trip separately you still have the right to demand companies provide what was promised — so complain and provide evidence.
4. KEEP TRYING: “Don’t be afraid to keep trying if your claim is rejected by the holiday company. Credit card firms often reject section-75 claims first time around as well,” warns Mr Dixon. “Push back, citing ‘breach of contract’, and highlight the distress and inconvenience caused, to get an amount that’s fair. Perseverance breaks resistance every time.”
