i have just returned from holiday to alcudia.i had booked the hotel piscis for thirteen nights with quickrooms.com.after eight nights we were asked to vacate the hotel as it was closing for the season.after many phone calls to quickrooms we were told they couldnt offer us an alternative so we had to find our own but they would refund us 279euro.we found another hotel but this cost us 403euros.on returning home we have found no money has been refunded and after phoning them we have been told we might get £136 and it could take up to six weeks to get it.has this situation happened to anyone else and does anyone know what rights i have.

hello concannon

just had a look at their webb site http://www.quickrooms.com/default.aspx and saw their terms and conditions. quickrooms is a subsidiary company of global travel group plc. their email address is enquiriesATglobaltravelgroup.com <enquiriesATglobaltravelgroup.com> put all your comments to their Chief Executive Andrew Botterillave

at quickrooms site terms & cond. they been very clever, they state

Quickrooms is a trading name of Personalised Travel Services Ltd (Company registration no. 03857127), a subsidiary company of the Global Travel Group PLC. References to "Quickrooms", "our", "we or "us" refer and directly relate to Personalised Travel Services Ltd. In all cases Personalised Travel Services Ltd and The Global Travel Group Plc act as agent and not principal for any bookings made via this site. As agent, Personalised Travel Services Ltd act on behalf of accommodation owners and therefore, your contract is made directly with them. Once the contract is made, the accommodation owner is responsible to you in order to provide you with what you have booked and you are responsible to pay for it and are also subject to all other terms and conditions specific to that particular accommodation or supplier.

in a nutshell if you book your room via quickrooms and any changes are made at the resort by the accomodation owners, quickrooms take no responsibility for this and are not liable because you have to take your case to the owners abroad for compensation or a change of property if your hotel owners decide to turf you out because its the end of the season and you have to find alternative accomadation at your own cost, (very bad and distasteful customer relations on behalf of quick rooms)

i have to say that their terms and conditions are very much ambiguous and does not in any help the consumer when problems arise in the resort (you trusted them for booking accomadation on your behalf). basically theyr'e terms and conditions are there for their benefit.

i see that they have said you might get £136 and as yet you have not recieved it from your comments. please email the chief executive above and see what happens. if you dont get a favourable reply, please reply to this thread and i could maybe offer some other advice to you in your next step in gaining full compensation of 403 euros. i cant guarantee that my advice will be beneficial to you but i can give it a try as i have a few years experience in working for one of scotlands best and most respected law firms in my area.

also copy this http link and include it in all your emails to quick rooms and to the global travel group. if anything we can inform others of your case. just as a footnote there will be many who have had very good service and a happy holiday from quick rooms. it may be the case that you are unfortunate that it just happened to you and not the majority.

maybe quick rooms can reply to this post and explain to all of us that this does not happen often and they are willing to compensate you properly for all the distress it caused you while you were trying to enjoy your once in a year holiday you had saved hard for.

kind regards

jim

thanks a lot jim.im going to take your advice and email the chief executive and i will let you know the outcome.concannon

great concannon

good luck

jim

Hi Colcannon and Jim, I am in a similar situation -

they've informed me the hotel I am staying at tomorrow overbooked, and have offered me a terrible alternative hotel, or a refund. I have got them working on finding me a better alternative, but if they fail to do this, I may be left with nowhere to stay, and have to fork out for a much pricier hotel! I want them to cover the difference if this happens.

This was all booked and confirmed on Sept 12th, and I rang to confirm on Monday (all was fine apparently)... then the email came on Tuesday... I travel on Thursday.

What did you find out about your rights? Did you get your money back? Who did you speak to to do this?

Any help would be very much appreciated!

Many thanks,

Carl

hello carl

just got in and seen your reply. did you book accomadation only or a package holiday from them? could the refund be for your hotel only (if booked separatly) or a package.

concannon will hopefully reply soon, but it might be a bit late for you, i see you mentioned you are leaving tommorow.

depending on what they say if they upgrade you to a similar or better hotel at no cost to you, great. if they try to charge you extra stand firm and refuse. but on the other hand if they want extra monies from you you can pay it or get a refund. before making a choice about a refund or not. i have a suggestion only (its not the best solution at this late stage but here goes) if you gave me your resort details, hotel grade, how many nights, party size and flight arrival and departure i could have a quick look and see if i could come up with something similar or better for the price you have paid for you accomadation only (if its just the hotel you booked). also what is the hotel name you booked with quickrooms and the details of the booking ie check in/out. i can check for you if there is availabilty or not with quickrooms and other providers.

if you get me the details within the hour i can get back to you ASAP before you make a decision with quickrooms on what they found out about getting a better alternative.

last but not least sorry to see the people at quickrooms have put you in this terrible situation, its absolutley disgraceful.

kind regards

jim

ps i will be going out again at 4.30pm and can get the details before then if you read this reply soon

Hi Jim,

Thanks for getting back to me so quickly. I only booked a hotel through them - a single room for just me, in the Halomy on the west edge of Na'ama bay, check in thursday 6th, check out tuesday 18th. I paid £172 for 12 nights, which is amazing I know - a little too good to be true perhaps...

I must be in Na'ama bay as i'm doing diving courses in this area. They offered me the Al Diwan, which is awful, and miles away so would cost hundreds of pounds in taxis to/from dive centre!

Customer service are very nice and motivated - I'll give them that. They are helping in that they are contacting their suppliers, who are apparently contacting their suppliers... a long chain with absoution of responsibility at each stage. We're all still waiting to hear back from the end of the chain, and I fly out in less than 18 hours. They also mentioned my contract was with the suppliers, not them, so while they'd help reclaim compensation, it would come from the hotel, not them... how this is legal I'm not sure.

I've managed to persuede the manager of the Halomy to give me 6 nights in Al Diwan, then 6 nights in Halomy. If you could find me Na'ama bay accomodation for the first 6 nights, I'd be forever in your debt! Don't mind paying up to £30/night. I've found one for £50/night at the Noria, but this is very pricey for me.

Anything you could do to help would be amazing.

Many many thanks,

Carl

hello carl

will get on it now and get back to you soon. na'ama bay is in Sharm El-Sheikh? so hotel in na'ama bay check in 6th for 6 nights check out 12th.

speak to you soon

jim

hello carl

found a lovely hotel within your price range and looks superb

the availability is OK and the price is £186.12 for a single occupancy, 6 nights, 1st night the 6th at the hotel Kanabesh in na'ama bay and room has a see view right on the beach.

regards

jim

Problem solved.

Having emailed Quickrooms customer services about my half-and-half deal with the manager of Halomy, Quickrooms customer services took this to their supplier 'On Holiday Group', who have reinstated me at the Halomy for the entire 12 days. Success!

Why it took this to prompt their action after two days of teeth-pulling and wrangling, I just don't know.

Jim, many thanks for your support - it's very much appreciated.

I'd also like to praise the customer support team at Quickrooms, who coped with this situation very well, despite terrible company policies that penalise the customer and offer no protection from being left without a room two days before travelling!! They were very professional and seemed to geniunely care, so many thanks to them too.

Having said that I would not book with Quickrooms again, and warn others that Quickrooms bookings are not secure, either before arriving or during your stay.

Right, I'm off on holiday now, and hopefully I'll have a room waiting for me..

Carl

hello carl

have a great holiday

jim

hi carl,im sorry to hear what has happened to you but i cant tell you much as i havnt recieved any reply from either quickrooms or global travel.what company did you book with?i hope you get things sorted out so you can have a good holiday.concannon

Hi Concannon,

I'm staying at the hotel I originally booked through Quickrooms. The problem was the hotel had overbooked, so they cancelled my reservation, but I managed to get in for one week by speaking to the manager directly. Quickrooms took this arrangement to their suppliers, who apparently capitulated and put me in the Halomy for the full 12 days...

If you're not had a reply, call customer services on 01992783000 opt 2 - both agents I spoke to were very good, so hopefully you'll get more joy through them.

Thanks for starting this thread in the first place - best of luck!

Carl

Hi Jim,I thought i would just keep you up to date with whats happening.I emailed the chief executive and never recieved a reply so i phoned Quickrooms again and they told me it had been passed on to a man called John Hinchliffe atGlobal travel.A couple of days ago i recieved an email from him saying he was waiting for a reply from the On Holiday group.so i have gone in a complete circle.To begin with i phoned the On Holiday group who told me it was nothing to do with them and told me to get in touch with Quickroom.Quickrooms then passed it on to Global travel who now are waiting for a reply from the On Holiday group.i think its just a case of passing the buck and no-one will take responsability.I will let you know the outcome if ever there is one. Concannon

hello concannon

sorry to hear they are all passing the buck. after your last comment i sent a general email to quickrooms just mentionioning the dicussion on this forum without mentioning any names etc.... i sent it too quickrooms fao andrew botterillave CEO. ive pasted it below and guess what ive had no reply also, what a suprise. i will have a wee think and see if i can come with any other ideas and get back to you (if this is ok by you)

regards

jim

Saturday, 8 November, 2008 7:16 PMFrom: "james henderson" ******************@yahoo.co.uk>To: customerservicesATquickrooms.com

dear andrewi would like to introduce myself firstly, my name is james henderson and currently a forum member at http://www.travelsupermarket.com/ member name jim3h01i replied to a post very recently at http://www.travelsupermarket.com/community/forums/t/quickroomscom-27229.aspxthere are a few comments about the good and bad points about your customer service. i would greatly appreciate your comments on the forum about the service you have provided to your customers. i would like to think you are pro-active when it comes to answering customer queries and at the same time sorting out their problems they have with your company.we all know that good publicity is a great advert for quickrooms, but bad publicity is not ideal, unfortunatly there has been a few on the leading comparrison site travelsupermarket.com. (the market leaders).last but not least i do not work for the above site in any capacity and do not speak on behalf of them. i only post in the hope of helping someone with any questions they have on travel.i would be be grateful andrew if you could relpy and hopefully reassure us of your companies commitment to excellant customer service.i look forward to your speedy reply. if no reply is given by yourself, my understanding then is that your company allegedly does not wish to entertain customers concerns about booking with your firm. james henderson