To want my holiday admin fee waived?

[NecesitoDormir]

I am so angry right now. I booked and paid, in full, for a family holiday in April. At the time of booking the resort was getting 5* reviews and had lots of positive feedback. Since booking the hotel services have gone downhill, to the extent that armed security now patrols the pool area to stop fights from breaking out between the local customers and holiday makers. Issues that have been reported are:

1. The pool being used as a toilet for both wee and poo.
2. Buffet queues being jumped with children being pushed over.
3. Fights breaking out between locals and holiday makers about sun loungers and access to services.

I am not happy with having my DCs in such an environment and have changed my booking. I contacted the company arguing that as far as I am concerned this is definitely not a 5* resort and I would hope that they could therefore waive the admin charge of £200 to change us. Basically they have got back to me and told me its tough luck. They are denying any issues at the hotel and are still marketing it at the same rating.

AIBU to want this charge waived? DH thinks just leave it but I am so angry to be using our spending money on admin fees when its clearly not the holiday I booked. I wouldn’t mind if this was just a one off but I keep reading more and more reviews from holiday makers who are all suffering the same and feel angry that the problems are persisting and that this company are not dealing with it.

Necesito, the transfer is not too bad the first time, as everything is new and interesting (mule lanes rather than cycle lanes). But we have done it twice, once to El P, once to an adults only hotel on its own island and the novelty has rather worn off. It is so annoying that Thomson have swapped from Samana Airport. (45 minutes) to Puerto Plato, where I guess you are flying to.

Primafacie - I don't think anyone's naïve enough to think that the CEO actually reads or deals with complaint e-mails his/herself. However, like Coconutty, on each of the two occasions I have e-mailed the CEO of a large company (Asda & Next) my complaint/problem has been resolved very swiftly.

I don't see anyone suggesting it should be a first port of call, but in my actual experience it certainly does not slow down complaint resolution. With Asda, I had my problem sorted out within minutes of sending the e-mail - and it was something I had been 'discussing' with the Customer Services people for 6 days. I have only done it when necessary - i.e. when the "Complaints Team" have been so utterly useless or claimed to see the problem but be powerless to help.