Not a great start!
We paid extra for a 1 bedroom apartment. Arriving late and tired early hours of 20th September, we were not impressed to be allocated room 156 which was a twin bedded studio room with bathroom. This was NOT a 1 bedroom apartment. The young man at reception had no authority to give us a different room so he got his Manager on the phone and handed it to me. She,
(didn't get her name), was screaming down the phone to me insisting it was the correct room type, just different decor???? We refused to stay in the allocated room even for 1 night. After about an hour (3am by this stage) we were given Room 31 which is apparently a family room which was acceptable and that is where we stayed for the duration. Later that morning, I went to Reception and the woman who had screamed down the phone at me was on duty. I tried to have a conversation with her and she very aggressively told me to "listen to her" and said, "You have a better room now so that's it, finished" She had no name badge on so I didn't get her name but she worked the day shift so I'm sure you can identify her. I complained to the Jet2 rep after breakfast on 20th September (Sally ??) She looked on her sheet and said that Room 156 was in fact the correct room type. I challenged this and said how could it possibly be considered a 1 bedroom apartment when there was no separate bedroom? She responded that "She didn't write the room descriptions" and that there was a "Caveat" in the small print saying Rooms can vary!!! She said she couldn't log this as a complaint because Room 156 was in fact the correct room type but she would pass on our dissatisfaction. I do not see how Jet2 Holidays can get away with fobbing holiday makers off by means of a Caveat..... that is just a licence to offer anything in place of the correct room.!! Another couple checking in at the same time had exactly the same paperwork as us and they were given the right room ie it had a separate bedroom.
A 1 bedroom apartment, by definition, means that it has a separate bedroom......end of! As per the image you show online and as per the hotel website image of a 1 bedroom apartment.
I can understand variations in decor and bathrooms as some rooms are older or more modern than others but as already said, you cannot pass off a studio or standard twin/double bedded room as a 1 bed apartment 🙈.
Later that morning a couple came up to me and said they had heard me complaining to the rep and that they had suffered the same problem as had many others that they had spoken too. This is not good for Jet2's reputation at all.
The rest of our holiday was enjoyable and the staff were mostly friendly and professional. A young lady whose name I got, Joanna worked the early evening shift on Reception and she was lovely. As was Bart and Olga who worked in the Raki & Meze bar.
The incident on arrival as described left a very bad impression on us and we would have serious reservations about booking a Jet2.com Holiday again.
The best advertising you can possibly get is "Word of Mouth" from your customers so I think you really need to address this situation of 'Room Types' and simply give customers what they have booked and paid extra for, thereby, meeting their expectations.
Reply from Jet2holidays
Hi Linda,
Thanks for your review.
I'm sorry to read about your recent experience with us.
To allow us to investigate the points you've raised, please kindly send your complaint including your booking reference to trustpilotreviews@jet2.com. A member of our friendly team will then be in touch in due course.
Thanks again for your review.
Kind Regards,
Amelia Toft
Customer Service Executive
