Travel companies are misleading holidaymakers – and may be in violation of consumer law – by promoting properties with shiny photos that don't resemble their disappointing reality, according to What? Travel Research.
Then & # 39; it looked like the & # 39; real holidays & # 39; behind the flashing images of & # 39; website, it claims to have been discovered a premium vacation home with a backyard that one guest described as a & # 39; prison yard & # 39; and a case in which images were used of a hotel rather appealing than the one in which the customer was actually sent.
When holidaymaker Linda Allsop arrived at her hotel in Mallorca, she was glad it looked just like in pictures, playing on golden sands, just a few steps from the beach. an ocean.
Holiday guru Linda Allsop booked a holiday to Majorca via Holiday Hypermarket. It described her hotel as & # 39; on a beach & # 39; and this is the image that did not go with the description
The ad shows photos of the Hotel Levante, pictured, when she had actually booked in the sister property, Levante Park
Pictured on the left is one of Linda & # 39; s images, which showed the hotel she had reserved on the left. Linda told Who ?: & # 39; Certainly, that's fake advertising. I couldn't believe I wasn't pictured staying in the hotel! & # 39;
But she was shocked when a porter carried her luggage to the hotel on the other side of the & # 39; went a long way.
Despite the Holiday Hypermarket website, part of & # 39; Tui Group, that & # 39; t described their hotel as & # 39; on a beach next to photos of the Hotel Levante, she was actually booked into the sister property, Levante Park.
Linda told Who ?: & # 39; Certainly, that's fake advertising. I couldn't believe I wasn't pictured staying in the hotel! & # 39;
Several Tripadvisor reviews prove that Linda was not the first guest to feel this way. Tui paid Linda and her partner £ 50 each and the online description was changed to & # 39; two minutes walk to a beach & # 39 ;.
However, Which? says that when & # 39; checked it, photos of the hotel on the beach were still being used for promotion & Holiday Hypermarket again claimed that the hotel & # 39; s on a beach & # 39; used to be.
The Consumer Group says this potential regulation breaks five of the Consumer Protection Act: a deceptive act, allowing the average consumer to make a transactional decision that they would not otherwise have taken.
It has now contacted the Advertising Agency Office, and if the complaint is filed, the operator will have to change its marketing.
An ad showing the pool area of the Hotel Castello di Rodi in Rhodes. Holiday guru Robert Thompson booked a stay there with Tui
Pictured is the lobby in an advert of the hotel on the Greek holiday island
When Mr. Thompson arrived at the hotel, he said he found ripped leather armchairs and rusty sun loungers
Mr. Thompson said the hotel is & # 39; tatty, tired and smiling & # 39; used to be. He received compensation of £ 500 in compensation after a lengthy lawsuit with the Association of British Travel Agents
HIM? ADVICE ON RETURNED ACCOMMODATION THAT IS NOT A PROMISE
If your vacation isn't like it was pictured when you booked, complain to a manager or rep right away. Not only does this give them a chance to tackle the problem, but it also helps you make a better case if you are not satisfied yet.
Keep a diary of events and gather proof of photo or video while inserting receipts for any additional expenses that you have made.
If the problem is not resolved, write to your hotel as a travel agent when you get home – and copies of your proof included (save originals).
If you are not yet satisfied, approach any relevant trading body (such as Abta) or – if all else fails – the Small Claims Court.
Meanwhile, Robert Thompson couldn't wait a week of relaxation when he booked to stay with Tui at the Hotel Castello di Rodi in Rhodes.
But then he got up, which he says he found growing trees, cracked tiles by the pool and rusty sun loungers.
His images also show the brown leather chairs of the lobby that flourish their stuffing.
He said, & # 39; The high place was kissing, tired and angry. I couldn't believe it when the door handle to the balcony fell into my hand. It was almost dangerous! & # 39;
Mr. Thompson received a £ 500 damages claim in compensation after a lengthy lawsuit with the Association of British Travel Agents.
In another case, Francesca Brown said she couldn't wait for a soak in her Hoteasons & # 39; VIP & # 39; cottage hot tub on the Isle of Wight.
The image that promoted the property promised a warming dip in a beautiful garden of a log home.
But she proved that what she found when she checked in was a mound of gravel surrounded by weeds, tree roots and smashed cigarette butts.
She told which one? Investigators: & # 39; It looked more like a close-up house than a premium home. & # 39;
Ms Brown secured a payout of £ 86 but that was only equal to 15 per cent of & # 39; cost of & # 39; e vacation.
Rory Boland, Which? Travel editor, said: Although there are some telltale signs to look out for before booking, no one is immune to an idyllic set of promo photos.
Francesca Brown said she couldn't wait for a enjoyment in her Hoseasons & # 39; VIP & # 39; cottage hot tub on the Isle of Wight. Pictured is a promotional shot of the property
A shot of a beautiful garden of a clapboard used to promote the property on the Isle of Wight
An actual image of the property taken by Mrs. Brown. She said, & # 39; It looked more like a close-up house than a premium home & # 39 ;.
& # 39; Hotels and booking sites should not be abusive holidaymakers with promises they can't keep.
& # 39; If your hotel is far from what you expected you to have the rights to move or for a refund, do not be afraid to use them. & # 39;
A Tui spokeswoman said: & # 39; We are sorry to hear that the holidays of Mr Thompson and Allsop fell below expectations. We take all customer feedback seriously and can confirm that we have reviewed the content on our website for these hotels to look for any improvements.
& # 39; We want to trust customers that we continuously monitor and update all content on our website about the many thousands of hotels and destinations we have, and we understand the importance of showing our customers just how & # 39; t their vacation will be. & # 39;
A Hoseasons spokeswoman said: & # 39; The images of & # 39; e site are representative of the customer experience, although in some cases we recognize that there are variations in outdoor space.
& # 39; We examine the current photos & # 39; to make sure they provide a clear overview of & # 39; e site and remove anything that we believe does not meet our guidelines. & # 39;
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