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Work properly, do NOT cheat, be responsible! We did not get the promised travel, and had to pay
for an upgrade, where we should have received a refund!
Dear CLC World Resorts and Hotels.com (Expedia),
On May 22, 2015, my mother bought a holiday for 8 days on Club La Costa World, Mijas Costa,
Spain, for her and I in two apartments from May 28 to June 5, 2015.
We received reservation confirmation on what we had ordered from Hotels.com, which was two
apartments specified as: Standard apartment 1 bedroom balcony view (50 square
metres), and it was the words balcony view that were decisive for our reservation. If the
reservation had not included these words, we would NOT have made the reservation in the first
place.
From reservation confirmation no. 122616794160 from hotels.com (translated from Danish):
Room 1: Standard apartment 1 bedroom balcony view, for my mother Lona Dragholm
From reservation confirmation no. 122616794160 from hotels.com (translated from Danish):
Room 2: Standard apartment 1 bedroom balcony view (50 m2), for me Stig Dragholm
On the day of our arrival, May 28, I showed this reservation confirmation to a nice lady at the
hotel reception underlining the words balcony view and 50 square metres to make sure that
no misunderstandings would occur, which she confirmed, but despite of this (!), she sent us to
rooms 29A and 29B, which to our big surprise and disappointment were WITHOUT a balcony and
WITHOUT a view and just on the other side of the busy motorway with NO view other than looking
directly into the thin fence separating the rooms from the motorway just on the other side and the
infernal noise coming from there, and because of this, my mother was ready to travel home or
change hotel at the minute - this is how BIG her disappointment was. How could this be, there
should be NOTHING to misunderstand, the order confirmation was clear, this was NOT the start of
the holiday we had wished for. Not at all.
Therefore, we returned to the reception explaining that this was NOT what we had ordered and
received confirmation of, and I was more than surprised and disappointed again when we received
the standard reply from the same nice lady, who had been forced to cheat us not having
available what we had ordered ("if it goes, it goes" = WRONG!): This is not our responsibility, you
have to contact your agent, yes, this is what she really said (!!!), and it was first when I told her
that it is NOT possible to contact a US Internet agent here and now to solve this problem, we are
now standing here for you to take care of the problem (it could NEVER be our problem!), and that
it was completely ruining our holiday, so we would have to change hotel if they did not fix the
The view from our new room 12A when standing up on the balcony still NOT as promised!
The view from our new room 12A when sitting down on the balcony still NOT as promised!
Instead of offering a refund when changing two 1 bedroom apartments to a cheaper one 2
bedroom apartment, the hotel asked for an upgrade fee, thus asking more and giving less!
While we were waiting to receive this deal in the reception, I could not help noticing the mission
statement of CLC World hanging on the wall for everyone to see, which is To deliver memorable
holiday experiences serviced to standards that consistently exceed customer expectations, and
in our case, you did not live up to your mission giving us less for more, thus disappointing our
expectations, because your employees obviously had totally forgotten about this promise to your
customers and only thinking on making the most for the hotel, and I wonder if this is truly how
you want to treat your customers and was it only lack of consideration from the hotel staff not
performing as promised/wished or is this how your rotten industry works - if it goes, it goes?
The price table of the hotel on June 6, the price of a 1 bedroom apartment is 60 Euros per day
and the price of a 2 bedroom apartment is 70 Euros per day or 16.67% more
This is NOT right, and I kindly ask you to send the following refund to my mother via international
cheque (my mother does not want her address in the upgrade fee receipt above), or alternatively
to my Danish bank account 5012-1346485 (she does not want her bank account number to be
published), and I will give it to her:
REFUND CALCULATION:
WRONG:
We have paid for two 1 bedroom apartments for 8 days (76 EUR per day):
+ Upgrade fee from 1 to 2 bedroom apartment for seven days:
= We have paid in total:
RIGHT:
One 2 bedroom apartment for 7 days (38 EUR + 16,67% per day):
+ The first night in two 1 bedroom apartments:
= We should have paid in total:
= Difference, to be refunded to my mother
607 EUR
140 EUR
747 EUR
310 EUR
76 EUR*
386 EUR*
361 EUR
* Maybe you will agree that our first night was a nightmare in Hell not as ordered, which you don't want to charge us
Furthermore, my mother forgot her two nicest pairs of shoes in the first apartment when moving
to the new apartment on May 29, and when we spoke to a nice man in the reception about this
on June 4, he made some enquiries, but ended up telling my mother that they had not found them
(!), and he was then nice asking my mother if she has an insurance to cover her loss, and to me,
his first thought should have been we will of course offer you full compensation for your loss, we
are responsible. How can you accept having cleaning staff hired, who steal nice goods from
visitors when they believe they have returned home (?) have you no sense of responsibility, your
nice people? However, my mother has decided not to make any claim for compensation because
of this loss.
Besides from these unlucky experiences solely because of your negligence, we had a very nice
stay at your very nice resort (outside the apartment), which we liked very much (again except from
the WRONG apartment you gave us:-). Your hotel resort is of high standard, the staff is generally
nice, you have fine facilities and entertainment of high class, which we enjoyed much. We would
love to return, but only if you can give us what we order, CAN YOU?
We look forward to hearing from you.
Kind regards,
Stig Dragholm
PS: We have not asked for additional compensation because of the lower quality your failure
meant to our holiday, and for the time and annoyance having to write this COMPLETELY
UNNECESSARY email to you. It is not to much to ask for, for you to deliver what you promise and
make your customers HAPPY, is it?
CLC World sent this follow-up email, and I am somwhat surprised that they will let the agent take
care of it from here, but before deciding on their actions, let us see what they will decide to do.
June 26, 2015: WE RECEIVED 75% COMPENSATION BUT NO LETTER AND APOLOGY FROM THE
IRRESPONSIBLE MANAGEMENTS OF THE HOTEL AND HOTELS.COM!!!
My mother told me that she has received 2,027 DKK (272 Euros we had asked for 361 Euros)
from Hotels.com in compensation from our holiday, but NO letter, which I have also not, thus no
explanation to how they have calculated this, no excuse for destroying our holiday, no human
face and no information about whether they will change their sales- and marketing policies, and
yes, also nothing from the Club la Costa hotel, and that includes NOTHING from the managements
of these companies, and yes, is this really the best that you could do, to give my mother some
money to shut us up instead of standing forward and taking showing responsibility in public (?),
and yes, I am NOT impressed nor satisfied with your way dealing with customer complaints, not
at all, and yes, you will continue your old polices making money as if nothing has happened, is this
it (?), and no, this is NOT how it will be like in our New World!
--I have decided to end the case here being VERY DISAPPOINTED, where it should have been so easy
for you to do what was RIGHT, but that would have jeopadised your business, is that how you
see it (?), and yes, I do NOT like silent people, who are WIMPS in book!!!