- We are two pensioners, who had ordered a four-week vacation from 15-8 to 13-9 in Turkey, Alanya, hotel Villa Moonflower.
- the Other day we were so called from the Spies travel, where the journey was booked.
- the Lady said that the hotel rejected us because of that, we should have distributed the food to someone who was not on the all inclusive, and that Janni - because of her disability - should have the help all the time.
- It should just be said that it was the fourth time this summer, we were leaving - that is, three times we have been there without a fuss .
this is the beginning of an e-mail from Kaj and Janni, who feel very unfairly treated by their otherwise loyal travel agent. The couple do not understand that the big rejsefirma rely more on their hotel-partner than on their guests. And they are also unhappy that they are being accused of something, they can not recognize. Spies answers you can read below. Janni and He letter continues as follows:
the Hotel staff has never helped Janni
- But (what they say, red.)... it is a lie, for when Janni must have help, is it me or one of our travel friends, which helps, and it was only the up and down of the pool. The hotel staff has never helped.
We were also accused of having stolen a mobile phone. – total lie again. the
- Now we have got all our money back from the Spies, but the new journey we have had to buy (at Sunweb, ed.), we must pay 3000 kr. more.
And it is not 4 weeks, but 3 weeks for 17.000 kr.
And when we call to the Spies and complaints, they don't care that we have to pay more, ending the letter, as the nation! have sent on to the Spies' customer service with four questions:
1. How many of your guests are being rejected because they are unwanted in a hotel? the
the Spies' answer: We have never ever experienced that our guests have been rejected by a hotel. This is a unique case.
2. Have you ever stopped cooperation with a hotel, because they do not have wished to take against some of your customers?
Since we have never seen a hotel refuse our guests, it has not been necessary to stop the cooperation with a hotel pga. this.
3. Why have you not offered them a similar trip at a different hotel? the
the Spies' answer: of course, We have already offered Janni and Kaj to change or cancel your booking free of charge. Since we do not have a vacant hotel that lives up to their wishes, unfortunately, it has not been possible to change the journey. Therefore, they have got the money refunded.
4. Can Janni and Kaj do something, so the next year can be allowed to travel to Moonflower? the
the Spies' answer: We have cooperation with Villa Moonflower in almost 30 years, and thus has sent thousands of guests go to this hotel without experiencing rejections of any kind. That is, we do not own it, we can't force the hotel to receive the guests as they for certain reasons do not want to stay at the hotel again, writes Spies to the nation!.
But what are you thinking about?