Unexpected change of hotel upon arrival in the country of destination when booking a tour for a month

We want to share our impressions about the rest from the tour operator Natalie Tours LLC, whose services we used earlier.

My friends and I decided to relax in Cyprus and purchased a ticket from Natalie Tours LLC, having booked it a month before the intended vacation.

We chose the Flamingo Beach Hotel 3 stars in Larnaca city where our friends with whom we had planned a vacation live.

The tour was for 9 days in Cyprus specifically in the city of Larnaca at the Flamingo Beach Hotel (3 stars) for 2 adults and 1 child with half board. The Flamingo Beach Hotel is located in the Mackenzie Beach resort area in Larnaca, the beach is across the road from the hotel (the distance from the hotel is no more than 50 meters), the view from the room windows is side sea view, children's menu, diet menu. An employee of the travel agency assured us that they had an offer for this hotel and an order was concluded between us on the selection and booking of a tour by order of a tourist and was fully paid.

The contract spelled out the name of the hotel - Flamingo Beach Hotel, meals - half board, the number of days - 9, nights -8.

However, upon arrival at the airport, the representative of the tour operator gave us documents for the tour, which indicated the name of the hotel, not Flamingo Beach Hotel (3 stars) in Larnaca, but a completely different hotel Cleopatra Apartments (3 stars) in Ayia Napa. The representative of the tour operator refused to explain anything about the change of hotel. At the airport, the transfer had to wait another 40 minutes.

At the Cleopatra Apartments, we were given a room on the first floor with access from the room to the roadway, opposite which there was a noisy night restaurant. In the hotel room, instead of an extra bed, they provided an iron folding bed with a thin mattress. The hotel itself was located 500 meters from the beach. There was no hot water in the room. Rest conditions are just terrible.

Since we went on vacation with a child of 7 years old, we were not satisfied with such living conditions. We turned again with a claim to the representative of the tour operator. They asked us to check into the hotel that we booked and paid for. The representative of the tour operator in Cyprus, the representative of the travel agent and the representative of the tour operator in Russia were informed about the current situation.

However, the next day we were again moved to another hotel - the Larco Hotel (2 stars) in the city of Larnaca. The food at the hotel and the level of service did not meet the conditions for providing these services in a 3-star hotel: there was no children's menu, no diet menu, there were no evening entertainment programs, the beach area was far from the hotel (250 meters from the hotel), the view from the window the rooms overlooked the wall of the hotel, etc.

We were forced to contact the representative of the tour operator again about changing the hotel to the hotel that we had originally booked, or to a hotel of the same category and equivalent service.

But the hotel was never replaced for us, citing the fact that there are no available rooms at the Flamingo Beach Hotel. We visited the Flamingo Beach Hotel. The hotel administrator said that there were rooms available and that the problem of not checking us into this hotel was most likely due to problems between the tour operator and the hotel management.

Having bought a tourist product (voucher), we were sure that we would be given a vacation in a certain city, in a certain hotel (Flamingo Beach Hotel 3 stars) and with certain conditions.

When choosing a hotel, we focused on the location of the hotel in the city of Larnaca, good reviews from tourists about the Flamingo Beach Hotel on the Internet, the proximity of the hotel to the sea (the beach is across the road, since we went on vacation with a 7-year-old child), food, evening programs ( themed evenings with music and dancing, live music). However, we were given a vacation not in a 3-star hotel, which we had chosen in advance and booked a month before the intended vacation, but in a Larco hotel of a different category (2 stars) with the type of food HB (half board), in unequal conditions in terms of the level of service and meals, were deprived of the important conditions for our planned vacation, which did not comply with the terms of the concluded contract, which we initially did not even consider when choosing a tour. Thus, we were provided with a tour service with significant shortcomings and not in accordance with the terms of the concluded contract.

Vacation was ruined.

Upon arrival in Russia, we filed a claim with the tour operator of the trip - Natalie Tours LLC for compensation for our spoiled vacation. We were offered compensation, which could not cover all the inconveniences we experienced on vacation for 9 days (2 days of which we had to spend on moving from one hotel to another, located in different cities) and the difference between hotels of different categories, about than we notified the tour operator.

We did not expect that a tour operator, included in the TOP-10 largest tour operators in the country, could do this with its regular customers. There is no limit to disappointment.

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