[Insert your address]
For the Attention of [the Managing Director/insert Managing Directors name]
[Insert Name of Tour Operator]
[Insert address of Tour Operator]
Dear [sir/madam/whom it may concern]
I am writing to you to complain about [explain what happened] to claim compensation for my ruined holiday to [insert resort and hotel name]. I travelled to [insert resort and hotel name] on [insert date] from [departure airport] under the booking reference [insert booking reference]. The people on the booking were [insert names].
My entitlement to claim compensation arises out of the Package Travel, Package Holiday and Package Tour Regulations 1992.
A list of my complaints is as follows:
Building Work I Should have been Informed of
Upon arrival at [resort or hotel name] I noticed construction work being carried out [distance] from our apartment/hotel. Work consisted of [details of dust/noise/disturbance/machinery being used etc.].
I tried to contact our holiday rep to complain but I was unable to find them. I called the emergency number that we were provided with ([insert number]) to request a change of [hotels/rooms] and I was told that a representative would meet us at 2.00 pm that day.
I met them at the agreed time but was informed that the resort was full and they would be unable to relocate us for the remainder of our holiday. As we could not afford to move to another hotel we stayed where we were, where the [issues mentioned previously] persisted.
Problems with [Hotel/Resort] Food
To avoid issues of food poisoning and other issues that can be found at restaurants that have not had sufficient safety checks; we budgeted for an all-inclusive hotel that we booked with you, and on the advice of your holiday representative avoided eating outside of [name resort].
We were dissatisfied to find that [list concerns/poor service/unreasonable queues at the buffet/not enough food for all guests/not enough variety etc.].
We were also very concerned about the hygiene of the [name resort/hotel] buffet, as [list concerns/insects, birds, wildlife able to access the buffet/undercooked or raw meat being served/food served at dangerous temperatures/reheated food/unclean serving area etc.].
It's surprising that none of our party suffered from food poisoning while dining at [hotel/resort restaurant name], and we were unable to enjoy our food which had a negative effect on our overall holiday experience.
Advertised Facilities Unavailable
When reading the description of your [hotel/resort] in your [brochure/on your website], we were informed that there would be a range of restaurants including [list specific restaurants]. However when we enquired about these restaurants upon our arrival, we were informed that the [list restaurants] were closed and that the [list restaurants] were all/was fully booked, leaving us unable to eat at the all-inclusive restaurants that we had paid for.
Upon reading your [brochure/website] we chose to book our holiday at the [resort name] due to the [number] swimming pools that were advertised. When we arrived we were told that the [list swimming pool] was undergoing maintenance during the [list time period] of our stay. When we complained to our holiday representative, we were told to use the [list alternative pool] that was understandably busy, with no explanation given as to why we were not informed of this when we booked.
We are very disappointed with our experience at [Hotel/Resort Name]. It is my understanding that my [family/holiday party] and I are entitled to claim compensation for our loss of enjoyment of our holiday that should include a refund of the proportion of our holiday that was ruined.
For loss of enjoyment, we feel that we are entitled to £30.00 per person for each day of the [list number of days ruined, for this example we'll say it was 6 nights] that our holiday was ruined, which for my family of [list the number in your party, for this example we'll say it was 4] comes to [£720.00].
For loss of value, we feel that although over half of our holiday was ruined, to allow for an expedient resolution, we will accept a 50% refund of the cost of the holiday, which cost us [for example £1,200.00] making the compensation for loss of value [£600.00].
As stated in the ABTA Arbitrations guidelines I expect you to acknowledge my complaint within 14 days of receipt and provide a full response within 28 days. If I do not receive an acknowledgement and full response within this time period, as well as a cheque to the value of [£1,320.00], I will take this matter further through ABTA or the small claims court.
I look forward to hearing from you.
(Use sincerely if you've named a recipient and faithfully if you haven't)
[Insert telephone number]
[Insert email address]