Golden sands, a calm sea breeze and clear blue skies, it’s the holiday dream for most, and judging by many adverts it’s the reality. However, what you see isn’t always what you get.
The internet has made booking holidays easier than ever. Sadly it has also opened up consumers to extensive dishonest marketing. The old trick of bait-and-switch, where sellers display a superior product before being replaced by an inferior one upon sale, is still a lingering threat, and countless holidays are ruined by it.
A typical example of the bait-and-switch method is the use of similar-sounding hotels in a holiday advert. This was experienced by Linda Allsopp, who booked a stay at what she thought was the Hotel Levante in Spain, a beautiful, beachfront hotel next to the sea.
Upon arrival, Linda found that she was booked into the similar-sounding Hotel Levante Park, a sister property next door to the Levante, but not next to the sea.
It turned out that the photograph advertising the hotel featured the Hotel Levante in the centre, while the Levante Park was pictured to the side and away from the seafront. The online picture gave the false impression that the hotel she booked was next to the sea.
After complaining, TUI refunded Linda and her partner £50 each.
If you think that you have been mis-sold a holiday, thoroughly document the evidence and complain to the hotel representatives. Make copies of your evidence and send them with a formal email or letter to the travel company. If they fail to resolve the issue, contact the Association of British Travel Agents (ABTA) with your complaint. If that doesn’t lead to a successful outcome, then the case may be taken to the small claims court.
Above all, remember that adverts on the internet aren’t always what they seem, and what looks like a great deal may have strings attached.
Holiday businesses looking to stay on the right side of the law should read the newly launched guide, Practical Holiday Law, available for free at this link: https://www.businesscompanion.info/focus/practical-holiday-law
Written by: Kris Hicks
Business Companion, a government-funded website which offers free impartial legal guidance for businesses, will be exhibiting at stand F20 at the British Tourism and Travel Show 2020.
If you haven’t already, don’t forget to register for British Tourism & Travel Show, taking place at the NEC Birmingham on 22-23 October.