Travel companies cheat tourists, and may be breaking consumer law, by promoting properties with bright photos that look little like disappointing reality, according to which? Travel research.
When he examined the "real vacations" behind the striking images on the website, he says he discovered them. a top quality holiday home with a back garden that a guest described as a "prison yard" and a case in which the images of a hotel were more attractive than the ones the client had sent.
When tourist Linda Allsop arrived at her hotel in Mallorca, she was glad to see that it looked like the photos, spilling over the golden sands, a few steps from the ocean.
The tourist Linda Allsop booked a holiday in Mallorca through the Holiday Hypermarket. He described his hotel as "on a beach" and this is the image that accompanies the description
The ad showed photos of the Levante Hotel, in the photo, when, in fact, they had booked it at the sister property, Levante Park
The image on the left is one of Linda's images, showing the hotel she had reserved on the left. Linda said What?: Surely that is false advertising. I could not believe I was not at the hotel in the photo!
But she was surprised when a porter took her luggage to the hotel on the other side of the road.
Despite the website of Holiday Hypermarket, which is part of the Tui group, he described his hotel as "on a beach" together with photos of the Hotel Levante, in fact, it had been reserved on the sister property, Levante Park.
Linda said What?: Surely that is false advertising. I could not believe I was not at the hotel in the photo!
Several Trip Advisor reviews show that Linda was not the first guest to feel that way. Tui returned Linda and her partner £ 50 each and the online description was changed to "two minutes walk from the beach".
However, which one? It says that when it was verified, the photos of the hotel facing the beach were still being used for the promotion and Holiday Hypermarket again claimed that the hotel was "on the beach".
The consumer group says that this could violate regulation five of the consumer protection law: a deceptive action, which could cause the average consumer to make a transactional decision that they would not otherwise have made.
Now we have contacted the Advertising Standards Agency, and if the complaint is confirmed, the operator will have to change its marketing.
An ad showing the pool area of the Hotel Castello di Rodi in Rhodes. The tourist Robert Thompson booked a stay there with Tui
Pictured is the lobby in a hotel advertisement on the Greek holiday island
When Mr. Thompson arrived at the hotel, he said he found ripped leather chairs and rusty loungers.
Mr. Thompson said the hotel was "dirty, tired and dirty." He received a £ 500 voucher in compensation after a lengthy complaint process with the Association of British Travel Agents.
WHICH ONE? ADVICE ON A VACATION ACCOMMODATION THAT IS NOT PROMISED
If your vacation is not as shown in the photo when you made the reservation, claim a manager or representative immediately. This not only gives you the opportunity to address the problem, but also helps you present a better case if you are still not satisfied.
Keep a diary of events and gather evidence of photos or videos, while keeping receipts for additional expenses incurred.
If the problem is not resolved, write to your hotel or travel agency when you get home and attach copies of your proofs (save the originals).
If you are still not satisfied, go to any relevant business body (such as Abta) or, if all else fails, to the small claims court.
Meanwhile, Robert Thompson could not wait a week off when he booked to stay at Hotel Castello di Rodi in Rhodes with Tui.
But when he showed up, what he says he found were overgrown trees, broken tiles by the pool and rusty loungers.
Her photos also show the brown leather armchairs in the lobby, with hemorrhage in the filling.
He said: "The whole place was ramshackle, tired and dirty. I could not believe it when the handle on the balcony door fell on my hand. It was almost a farce!
Mr. Thompson received a £ 500 voucher in compensation after a lengthy complaint process with the Association of British Travel Agents.
In another case, Francesca Brown said she could not wait to take a dip in the jacuzzi of her country house & # 39; VIP & # 39; of Hoseasons on the Isle of Wight.
The image that promotes the property promised a hot bath in a beautiful garden of a house of tablets.
But he said that what he found when he checked in was a mound of gravel surrounded by overgrown weeds, tree roots and discarded cigarette butts.
She told him which one? Investigators: "It seemed more like a prison yard than a premium cottage."
Ms. Brown secured a payment of £ 86, but that was only equal to 15 percent of the cost of the vacation.
Rory Boland, what? The travel editor said: "While there are some telltale signs that you should keep in mind before booking, nobody is immune to falling into an idyllic set of promotional photos.
Francesca Brown said she could not wait to take a dip in the jacuzzi at her country house & # 39; VIP & # 39; of Hoseasons on the Isle of Wight. In the photo is a promotional photo of the property.
A picture of a nice garden from a clapboard house that was used to promote property on the Isle of Wight
A real image of the property taken by Mrs. Brown. She said: "It seemed more like a prison yard than a premium country house."
& # 39; Hotels and booking sites should not cheat tourists with promises they can not fulfill.
"If your hotel is far from what you expected, you have rights to be transferred or a refund, so do not be afraid to use them."
A spokesperson for Tui said: "We are sorry to hear that Mr. Thompson's and Mrs. Allsop's vacations did not live up to expectations." We take all customer comments seriously and can confirm that since then we have reviewed the content of our website so that these hotels can see any possible improvement.
"We would like to assure clients that we continually review and update all of our website content in the thousands of hotels and destinations we offer and understand the importance of showing our customers exactly what their vacation will be like."
A spokesperson for Hoseasons said: "The images on the site are representative of the customer experience, although in some cases we recognize that there are variations in outer space.
"We are reviewing the current images to make sure they provide a clear overview of the site and remove those we think do not meet our guidelines."