GoCompare survey shows families are mislead by travel firms
Families have been expressing their dissatisfaction with many aspects of their holidays, according to research by website GoCompare. Four out of 10 said that holiday company descriptions of hotels or resorts were misleading, with 28% of those saying the location was not as described. Half of those questioned said the hotel facilities did not match their descriptions. A total of 8% complained to the holiday company and received a refund. GoCompare's Alex Edwards said consumers have a number of other ways to seek redress including complaining to ABTA, invoking the Consumer Credit Act or via the small claims court.

Four in 10 families feel holiday companies’ websites and brochures were misleading about their holiday hotel or resort, a study found.

Among them, 28 percent said the location was not as described and one in seven said ‘awful’ surroundings appear to have been cropped out of photographs.

Half said the hotel’s facilities did not match the description, and one in six said there was undeclared building work going on.

Around four in 10 disagreed with the star rating.

The research, by website GoCompare, asked 1,400 people about their holiday experiences over the past five years.

Four in 10 said their rooms were nothing like the photos – but only 11 percent complained and managed to get an upgrade when confronted by shabby accommodation or broken showers.

Some 8 percent complained directly to the holiday company and received a refund.

GoCompare’s Alex Edwards said, “People who spend hundreds if not thousands of pounds to get away for a few weeks abroad should be confident that what they see in the brochure is what they get at a resort. It’s shameful really that so many holidaymakers have felt utterly misled by travel companies’ brochures and websites. Unfortunately it seems that for many holidaymakers the highlight of the summer is the let-down of the year.”

He said there were ways for people to seek redress when they have been let down.

“Although it may not rescue your holiday you may be able to get some recompense if you take up your complaint with the travel company,” he said.

“If they’re a member of the Association of British Travel Agents (ABTA) or Air Travel Organisers’ Licensing they should be operating to certain standards in the first place and will have set guidelines for dealing with complaints. If you booked with an ABTA member you’ll also be able to use their independent complaints ‘hub’ and arbitration service if you don’t feel you’ve been treated fairly by the travel company.”

He added, “You are also afforded some protection under Section 75 of the Consumer Credit Act if you paid for your holiday with your credit card and something goes wrong. This covers items costing over £100 and not more than £30,000. As a last resort you can consider taking your case to the small claims court for breach of contract. In England and Wales the maximum you can claim is £10,000 and in Scotland and Northern Ireland it’s £3,000.”