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Original poster

Leaving tomorrow, holiday company changed hotel, advice please

28 replies

Clariana · 15/12/2022 16:52

Hi, wondering if anyone can advise me please? We booked a one week skiing holiday in Courcheval about 3 months ago, hotel, half board, lift passes etc. We fly on Saturday, very early and airport is a distance away, so we actually plan to leave mid afternoon tomorrow.

So, hotel booked for tomorrow night at airport, dog booked in kennels etc. Today at 3.45 pm the travel agent phoned, the hotel we have booked in Courcheval is no longer doing food, apparently they can't get any staff. So, they suggest we go out to a restaurant which is 10 minutes walk away, this will be included in the price we already paid.

However, to go out, especially in the evening in the dark, temperature likely -10 to -15 so have to wear full ski gear is not what we wanted, we booked a cosy hotel with open fires and its own restaurant.

Quite simply, we don't want to go anymore, if we wanted to go out at night we would have booked self-catering. So, within 24 hours of leaving for our longed for, carefully planned holiday, it has turned into something we don't want to do.

My question is, can we insist on a refund, does anyone know?

OP posts:
readingismycardio · 15/12/2022 16:57

This is terrible, but it sounds like staffing issues are quite common. I wouldn't ruin my holiday about this, 10 min is not a long walk. Do you have proper clothing - e.g layering?

Paq · 15/12/2022 16:58

Sounds like a relatively small change. I wouldn't miss out on a holiday because of it but I'd want a bit of compensation.

Hospitality is having a terrible time recruiting rn.

Todayissunny · 15/12/2022 17:05

It might not be what you wanted but it's lovely walking out in the evening. You won't need ski clothes for a 10 minute walk, just hats, gloves, coats and boots.
There is plenty of snow so the skiing will be great.

PacificallyRequested · 15/12/2022 17:06

Wanting to cancel the holiday because you'll have to put a few extra layers on to go out for dinner seems a bit of an over-reaction. They are still offering included meals so why would you be entitled to a refund?

Original poster
Clariana · 15/12/2022 17:06

Thanks for your replies, to answer your questions, yes we could go out in all our ski clothes, but we planned to stay in and dress up in the evenings and relax in the warmth after a day on the slopes in the freezing cold! It just isn't what we wanted to do, hence why we booked half board.

We would rather cancel this and re-book later in the season when we can get exactly what we want, rather than spend the money on something we don't really want.

I wanted to know if we can insist on a refund and re-book later?

OP posts:
Paq · 15/12/2022 17:09

It would depend on your T&Cs. If it constitutes a "significant change" you are entitled to a refund but I think it would be a matter of opinion whether this is a significant change.

PacificallyRequested · 15/12/2022 17:10

What did you say to the travel agent when they phoned? They would be best placed to advise surely.

friendlycat · 15/12/2022 17:12

You really don't need to go out in your ski clothes at night to walk 10 minutes.

I've been a chalet girl in Zermatt for a season and I remember what it's like walking back to the chalet at minus 20 in jeans, boots, top and ski jacket with scarf and gloves on. It really is quite OK.

I'm not sure how you stand on a refund as they are offering you meals at a local restaurant and it is you who is stating you don't want this. Sometimes staffing issues create problems. But in this case the hotel has flagged it up for the forthcoming bookings and has put contingency plans in place to deal with the issue.

FlounderingFruitcake · 15/12/2022 17:14

You don’t need to wear full ski gear to walk the short distance to a restaurant in -10 … just your coat over jeans and a jumper will be fine! It’s a bit of a mad reason to cancel. I’d probably want a discount so I can choose my own restaurant in town though and not have to go to the same one each time. Don’t know what bit of Courcheval you’re in but there are some really great restaurants!

But as for getting a refund you need to check your T&Cs and ask your tour operator. No one here can tell you!

LIZS · 15/12/2022 17:15

Ask them to lay on taxis? Can they offer different accommodation? I doubt you are entitled to a refund at this stage, there is probably small print about meal plan changes beyond their control.

Original poster
Clariana · 15/12/2022 17:17

The travel agent said they would ask the company, and we are still waiting to hear, I don't know if I am going to hear tonight now, and we have to take the dog (or not) early tomorrow.

But everybody seems to think the company is just able to change things and we just have to accept it, so perhaps we will just have to go and be disappointed.

OP posts:
LIZS · 15/12/2022 17:19

Will there be a rep in the resort or at the airport?

Havanananana · 15/12/2022 17:21

Don't cancel the holiday - skiing conditions in the Alps at the moment are excellent.

Give the travel agent (who will probably then be chasing the Tour Operator) the chance to provide as close an alternative as possible. The TO did not just find out today at 3pm that the hotel would not be able to provide food. Have you also checked that they are still providing the expected breakfast and not just a stale roll and tea? Is the hotel bar going to be open in the evenings with the nice cosy fires?

Put the ball back in their court and suggest that they offer you:
a) a different hotel in the resort with half-board meals as originally booked - if there is a price difference, the TO has to pay, not you. OR
b) the current proposal, but accepted under protest and with a demand for compensation (which should not just be a discount voucher for your next TO holiday) OR
c) some other kind of compensation - e.g. free ski school, free ski hire, a free lift pass, free bar tab (up to a sensible limit) etc. Items that they bulk buy at a discount, so it costs them less to offer you this but which represent a bigger saving to you.

If you do accept the restaurant offer, which given the situation might be the best that you can hope for, make sure that there is a table reserved for you every night at a convenient time and that the food is of the same standard that you would have had at the hotel - don't be fobbed off with a cheap "menu" that you have to eat at 18.00 every day if that is not convenient - and make sure that the reps are on the case if there are any issues.

LIZS · 15/12/2022 17:22

Can you message the operator direct to lodge a complaint at least or try social media. Don't not go if you don't hear back.

user1477249785 · 15/12/2022 17:25

OP honestly I don't think it matters whether this would bother other people or not. It DOES bother you and it's your holiday.

Personally I think you should start being more assertive with the travel agent. Tell them this doesn't work for you. Give them three options: refund, change of hotel or taxis to and fro. It is a material change and you can have a proper negotiation with them about next steps but you need to be clear in what you want.

Iknowhim · 15/12/2022 17:26

As another poster suggested, what about a car to the restaurant in the evening? I'm guessing an alternative hotel isn't going to happen the week before Christmas.

It's annoying but I honestly think you'd be mad to pass up this trip for this reason.

Taxis, nice discount for the inconvenience and for them to let you choose a different restaurant a couple of the nights and I'd be happy.

Original poster
Clariana · 15/12/2022 17:26

Thank you, some helpful suggestions, I have already looked online and seen what alternate hotels are available, so I know there is availability. I asked the travel agent to look at alternatives, so we will see. It's just all so last minute, and has put a real downer on the holiday now.

OP posts:
gliiterryballs · 15/12/2022 17:30

It would bother me. I'm autistic and plan every last detail of any holiday. There is no way I would want to or even be able to go. DH on the other hand would of the 'it will be fine' opinion.

Toomuchleopard · 15/12/2022 17:39

Courchevel is really lovely to walk round with fairy lights everywhere even when it’s not Christmas. I get it isn’t what you planned but it will be very nice. I would give my right arm to be going to Courchevel on Saturday 😂

Original poster
Clariana · 15/12/2022 17:40

@Toomuchleopard

Thank you for the kind words, this has cheered us up a bit!

OP posts:
Havanananana · 15/12/2022 17:42

"I asked the travel agent to look at alternatives, so we will see."

How about you tell the travel agent / Tour Operator to come up with alternatives? There are some good suggestions already (change hotels, compensation/rebates, taxis etc) so give them a clue as to what you ideally expect and what you would accept - it makes it much easier for them too if they have an idea of what is acceptable to you.

But don't cancel the holiday - once you're on the mountain enjoying yourself in the sunshine these issues might fade a little into the background.

friendlycat · 15/12/2022 17:42

Indeed Courchevel is very lovely and will be magical at Christmas time.

Original poster
Clariana · 15/12/2022 18:01

@Havanananana @user1477249785 Thanks for the suggestions, you are right we need to suggest alternatives to the travel agent. I know it sounds like I am making excuses, but we have an autistic son who will be distressed by this like @gliiterryballs and its just not as simple as putting on layers and going out for us unfortunately. I know I sound like I'm whinging, and really I'm not like that, but this just doesn't work for us. And we were all looking forward to it so much :(

OP posts:
user1477249785 · 15/12/2022 20:12

OP I also have a ND son and I sympathise. This would throw him through a loop.

Honestly you need to be more assertive with the travel agent. In a previous life I worked in this industry. The people who expressed muted frustration never got the same outcome as those who politely but firmly stated what they were willing to accept.

Original poster
Clariana · 16/12/2022 17:12

Just an update, we went to the travel agent first thing this morning and waited whilst they got the tour operator on the phone. We had found out overnight that not only was it walk to the restaurant, but wine / drinks were not included as they had been at the hotel, so that would have added a fair bit to the cost at Alps prices.

Anyway, they offered a full refund, so we took it. A bit disappointed, but we can re-book something else a bit later in the season (hopefully when Border Force won't be on strike as well!)

OP posts:
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