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Hi there, I wonder if anyone can offer me some advice please.
I booked a holiday at the last minute for the August bank holiday weekend. Most places in the UK were fully booked, my baby was one month old so we couldn't go abroad, and then I thought of going to Butlins, where there were actually places still available. I would not normally be a Butlins customer, but was told by the sales rep on the phone that the "Silver accommodation" at Minehead in Devon was only one year old. I asked him at least three times if he could confirm if the accommodation was really brand new, and he did. If it is only one year old it can't be that bad I thought, so I booked it up.
When we arrived it was certainly not one year old - more like fifty! It was like a ghetto, with a row of bungalows with moss on their roofs and the inside smelt of damp, there was a hole punched out in the wardrobe, etc.
I complained immediately that I had been mis-sold the holiday to the customer services on site, and the man looked at me as if I was just a whinger and said "apologies" in a very insincere voice. He said he couldn't upgrade our accommodation as they were fully booked but sent someone round with some air freshener to try and cover over the damp smell. I declined, as the place already smelt of nasty cleaning products and didn't need any more adding to it.
When I got home and phoned up the booking line I realised that it is their "Silver" accommodation in Brighton which is only one year old. This must be how the man made the mistake.
I was told to complain by letter and have just had a reply back. I had asked for compensation but all I got was a letter which has made me livid.
It said: "Although all telesales team are fully trained prior to taking up duties, it would appear from reading your account of the events that whoever processed your booking application did not, with hindsight, have full knowledge of the accommodation available here at Minehead... I can only once again conclude by conveying our apologies to you that your expectation was not met on this occasion. Butlins would not wish that any customer feels as you do, but as you declined the solutions offered giving us no opportunity to assist with the concerns highlighted at the time of your stay, I feel that apologies are all that I can offer in this instance."
The "solutions offered", I can only assume was/were the perfume spray.
My "expectations" of having a one year old appartment were only so because I had been promised that by their sales rep.
I paid nearly £500 for a three night stay for two adults and two children which I think is a lot for the dank little hut provided.
Can anyone tell me if it is worth pursuing this, on the basis that I was mis sold the holiday by the sales rep?
Do I have any legal rights in this instance?
Thankyou!
Can anyone tell me if it is worth pursuing this, on the basis that I was mis sold the holiday by the sales rep?
Do I have any legal rights in this instance?
It's up to you, and probably depends on your stamina. Some companies (without any implication that this is one of them, I don't know) automatically turn down complaints at the first try in the hope that you will go away, and will eventually pay up if you push hard enough.
In my view you were promised something that you didn't get, therefore your holiday was at least partly ruined, though you did get some accomodation so I don't think you can expect the whole lot back. That doesn't stop you asking for a full refund if that's what you think you are entitled to though.
I would write back, pointing out that the solution offered did not in any way address the problem and insisting on what you originally asked for. It may be worth a call to Consumer Direct too, just to see what they think.
RMW
I am not an expert in law, finance or any related field, I just read a lot. Any advice is based solely on what I've read so please don't take it as gospel without checking it out yourself.
I prefer not to give advice by PM. If you want me to look at something, send me a link to your thread, and if I can help I'll reply on there.
Hi RMW, thanks for your time and reply, I appreciate it.
Your advice is similar to that of Consumer Direct who I phoned on your advice.
They said that Butlins is in breach of contract under the Supply of Goods and Services Act 1982 as the holiday was not as described.
They advised me to write to them and come to an agreement over financial reimbursement and if I don't have any luck to contact them again.
Thanks for helping, I'd never heard of Consumer Direct before...
Mis-sold a holiday
at the last minute for the August bank holiday weekend. Most places in the UK were fully booked, my baby was one month old so we couldn't go abroad, and then I thought of going to Butlins, where there were actually places still available. I would not normally be a Butlins customer, but was told by the sales rep on the phone that the "Silver accommodation" at Minehead in Devon was only one year old. I asked him at least three times if he could confirm if the accommodation was really brand new, and he did. If it is only one year old it can't be that bad I thought, so I booked it up.
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