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COMPLAINT
10th January 2019
Dear Sir/Madam
Reference: Haciendas IV, Cosat Adeje, Tenerife, Spain
Booking no 2054144715 & 1366674520
This complaint is regarding the 2 flats we booked at the Haciendas IV.
We booked a 14 day stay from 23/12/2018 to 06/01/2019 (booking ref. 1366674520) and 12 days from 25/12/2018 to 01/06/2019 (booking ref.2054144715). This booking was made on11/01/2018. We requested 2 adjacent rooms, which we did get.
From the pictures we saw on booking.com, it looked really nice. The rooms looked spacious and modern, with a large kitchen and living room, and with lovely bedrooms and bathrooms, and as stated in the description on booking.com" all departments are of the same high standard" . From the pictures and review on booking.com, the rooms also had a really nice view of the town. We were so looking forward to having a really enjoyable holiday in the lovely surroundings.
Finally the day of our long awaited holiday came, and we were so looking forward to checking in to the nice apartments we had booked at the Haciendas IV, but we were extremely disappointed. These were not the apartments we had seen on booking.com. They were not of the high standard or with the great views described on booking.com. The apartment had a very limited view of the town, and there was a terrible smell in the apartment, which we found out came from the small toilet. Every time the toilet was flushed, dirty water leaked out on the floor. We felt so cheated, as this was definitely not what we booked.
We arrived on 23/12/2018 at 17.00, and after we had taken in what we had seen in the apartment, I went to the reception desk to check us in at 17.30. I explained to the lady that I was not happy but she informed me that the reception was closed and we would have to deal with this the following day when the reception opened again.
On 24/12 I went to the reception desk again to check us in. I complained about the apartment that we had booked nearly a year in advance, and that we had expected a lovely apartment as described on booking.com. I explained that the apartment and view was nothing like we had seen on the website and that we were extremely disappointed. The lady sympathised but said that unfortunately there was nothing she could do as the hotel was fully booked. I advised her that I intended complaining to both booking.com and Haciendas IV, on our return home, as we felt really cheated and let down.
On the 29/12 the toilet in the small toilet was leaking really badly. If you flushed the toilet, faeces and urine would leak out on the floor, which is a considerable health risk. We tried several times to phone the reception, but the phone was never answered. We finally managed to get hold of them on 30/12. I complained that we had not been able to get hold of them to report the problem, and she advised that she would send someone down immediately to deal with the problem. He did arrive quickly to look into this. At the time I was using the other toilet, and when he flushed the faulty toilet at the same time, it resulted in me getting sprayed with water in the other toilet, which wasn't very nice !!
He could not repair the faulty toilet and left. After approx 10 minutes or so, we received a call from the reception to inform us that they were forced to move us to a different apartment, as the problem could not be resolved at that time. The lady at reception advised us that it would take 15 to 20 minutes to sort out, and that she would come to the apartment to tell us where we would be moved to.
She turned up approx 20 minutes later, and took us to the new apartment. We were so upset, as this was a downgrade from what we had. The first place had little views, but now we had no views, and the terrace was about half the size of the other one. I told the lady that we were not at all happy and that I would expect a part refund as this was definitely not what we had paid for. She said she could not authorise this but that she would pass the complaint on, but of course nobody came back to us.
We were now also further away from the rest of the party, which was upsetting.
The saga continues, as on Tuesday 1/1 we had run out of toilet paper, so I contacted one of the cleaning ladies to ask for some more. She advised that unfortunately she could not help me, and that I would have to go to the nearest supermarket and buy some myself, and she provided me with directions. I was so angry, and thought that this was just not acceptable. We paid 3224 euro's to stay at this hotel, including service, and now we had to buy our own toilet paper !!!! This is just not good enough.
Wednesday 2/1 a cleaning lady turned up, but as we had a 15 month old baby and one of the guests being asleep, we made arrangements with them to come back the following day to clean, but they never turned up. The apartment really needed a clean, but there was not even a broom there so perhaps we could have at least swept the floor. After the move to this new apartment, they only came to clean once, and this was a light clean where they swept the floor and put towels in the small bathroom - not good enough !!!
On Wednesday 2/1 I also contacted the reception at 15.00 as the inner door handle to the master bedroom did not work, so if the door was slammed shut, anyone in there would not be able to get out, and especially not if no one else was in the apartment. (A screw was missing in the door handle). The receptionist told me that the maintenance people had left for the day, but she would see if someone was available to check this, but nobody turned up, not even the day after.
The only good service we received was when we moved in to the new apartment on 30/12. The battery was low on the safe, and when we contacted the reception, this was rectified within 5 minutes, and a new battery was installed. That was good service and praise where it's due.
Saturday 5/1 I went to the reception and explained that we would be checking out on 6/1 before the reception opened, and asked how we could do this. The friendly lady on the reception explained that we should leave our keys in the key box, and that would be ok. She asked me if we had been happy with our stay, and I said sadly not and I explained all the things that had gone wrong (as listed in this letter). She looked really shocked and apologised that we had had such a bad experience. I thought that if they know what service means they will send someone straight away to mend the broken door handle and arrange for someone to clean the apartment, but no, instead I received 2 bottles of wine as consolation !!! I did say that I intended to complain to both Haciendas IV and booking.com, and that I would also give a bad review on both Facebook and Trustpilot, as the pictures and description of the hotel bore no resemblance to the actual hotel.
We did not get the service we expected, cleaning and maintenance totally failed, and we were downgraded due to the problem with the first apartment, .
I would like to comment that some things worked perfectly, like the wifi which was free and safe, and there was a washing machine, which was great, although there was a lack of space for drying the washing.
We look forward to hear from you at your earliest convenience.
Yours faithfully
Dan & Jane Jensen
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