My complaint:
I was planned to stay at the Kramerwirt Annex and was led to believe – via the website which was later changed – and a phone call from an Iglu Ski Operator and Manager that i would be able to use the main hotel Sauna, Jacuzzi facilities. I paid £180 deposit. Two weeks before full payment i was told that i now had to pay for the hotel facilities. Iglu Ski did not repay my deposit and said it was a minor change and that i had to live with it. To me it is a significant change as i am not able to ski everyday do to personal reasons. The answer below is crazy as i sent evidence of me paying £180 and the information given to me was first hand.
Good Afternoon,
After looking through all information again and taking all facts into consideration we will not be discussing this any further due to the fact you were never on the booking and you have not paid a penny towards the booking.
We have been courteous in replaying in the first place, I can see from your previous emails you had been given second hand information and this is where the confusion as to what was said started.
To recap however, the change in facilities is a minor change as per ABTA guidelines, there is no reason why a refund would be given for this as we have stated from the beginning.
Kind Regards,
Iglu Customer Relations.
On Fri, 20 Jan 2023 at 09:22, wrote:
Dear Sir Madam
In order for me to collate and prepare evidence for the Small Claims Court (Make a court claim for money: What a court claim is – GOV.UK (www.gov.uk) :
Please can you forward me the following:
1. Recorded transcripts or voice files of the 2 calls between Ethan and Iwan and then Jack dated Aug 2022 and Oct 2022 respectively.
2. Copies of Iglu website pages forms before they were updated 2 weeks before final payment (end of Oct 2022) as per Iglu email.
3. Recorded transcript or voice file on approximately 121022 of the call between Ethan and jack just before receiving Jack’s comms about the hotel charging now for facilities.
4. Evidence dated and stamped by Hotel Kramervirt informing Inghams and Iglu of the main Hotel change in facility usage policy and the annex.
I will also be reporting Iglu Ski to the Advertising Standards Authority (Make a complaint – ASA | CAP) for misleading and mis selling a holiday via your website and via telephone calls.
I am also starting to prepare an honest campaign via social media, informing potential customers about Iglu Ski and how careful customers need to be when buying a holiday from Iglu Ski as they need to know the finer detail and lack of accountability from Iglu Ski.
Regards
Adam Romanowski
Suggested solution:
Repaying me my £180 deposit.
