My complaint:
I booked the SOCO hotel, St Lucia for 10 nights as a BA holiday package. A few days before the holiday, a rep called to say the hotel had not been built, I was told we were to stay at the Coco Palm instead. I requested an adult only hotel and wanted an equivalent hotel to the SOCO but I was told that was not possible unless I paid extra.
We arrived at the Coco Palm whereupon we learn there are weekly curfews, none of this had been shared by BA. The hotel was not operating the beach shuttle which was disappointing as the walk to the beach involved walking past the COVID isolation hotel down an unmade road.
The hotel had also ended the all inclusive option by the time we arrived at the hotel, again we were not informed of this by BA
This meant the food service was al carte but an extremely limited choice of food.
A choice of an either meat or fish dish for dinner and the usual offering of burger or chicken for lunch. The dessert for 10 days was only cheesecake or chocolate mouse or ice cream. Minimal choices and no buffet food. The only fruit offered was melon. No extras were offered, no sandwiches or salads or scones or cakes were offered throughout the day. Each meal we ate we were presented with a bill we had to sign. This was unpleasant also as the menu we were given was priced in US dollars and no one could tell us why we’re signing to pay for food and service on an all inclusive basis.
By day 3 there were 7 people in the hotel, there was no music, no entertainment, no vibe at all.
On day 3 we learnt there were 80 people, ie most of the passengers on our BA flight were in the Mustique Hotel, sited down the road, they had an all inclusive menu, entertainment, masses of choices, swim up bar etc.
Why was this hotel not offered to us??? Why was I told I had to pay extra to go anywhere other than to Coco Palm?
Prior to this holiday I spent over two hours on the phone to BA trying to inform them the SOCO was not open as I had contacted that hotel directly by email. BA did not reply to my emails about this matter.
I needed the new accommodation proof to upload to the St Lucia registration site to gain authority to go to St Lucia and again BA ignored my request after I held onto the phone call for over one hour and they ignored me.
This gave me considerable stress as we needed approval from the St Lucia Government to be able to fly there
Additionally I did request a transfer on the 15th September 2021 to the SOCO hotel when it opens but was refused. I heard today another couple who are in the Coco Palm hotel are being transferred to the SOCO on the 15th September on their request. So why is this?????
Suggested solution:
I should be compensated for being mis-sold a holiday.
I expected to be told there are curfews in St Lucia, this means there are no shops or restaurants open
I expected the SOCO or equivalent
All inclusive food
Shuttle bus to beach
To transfer to SOCO on the 15th sept when open
I expected BA to send the correct paperwork to enable compliance to travel
