Action Desk: Hotel double booking a bit of a Turkey

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WITH a much-needed respite holiday planned, it was vital the Allen family were in the same hotel as their daughter’s carer – but a double-booking threatened to split them up.

Debbie and Lee Allen hired a respite carer to look after daughter Stacey Jones who has special needs.

But word came back from carer Leslie, who had travelled ahead, that the hotel in Side, Turkey, was now full.

Outraged, Debbie visited Ilkeston Co-op Travel in Hillsborough where she learned they had been moved to a hotel on the other side of the resort.

The change would also see them swapped from two-bed apartments to double rooms.

Debbie, of Deerpark Road, Stannington, said: “I was disgusted. If Leslie hadn’t travelled ahead we wouldn’t have known until we arrived.

“The whole point was to have a carer for Stacey. We wouldn’t want to go without them in the same hotel.”

THE family has been switched back to the original hotel – and upgraded to villas.

A spokeswoman for Ilkeston Co-operative Travel said: “Unfortunately it is sometimes necessary for tour operators to make amendments to customer bookings and in such cases we work hard with them to find our customer an alternative holiday or offer a full refund.

“As soon as we became aware of the specific and individual needs of Ms Jones and her travelling party, we worked hard with the team in resort to ensure they remained in their original hotel.”

The holiday was a late deal booked at the end of June and the Allen’s did not make the travel agent aware of any special requirements, she added.

“We are pleased that the matter is now resolved and would urge all customers with specific requirements to make them clear at the time of booking.”

The terms and conditions made it clear holidaymakers could be moved to a different hotel as long as it was of the same or better standard, she added.