To CLC World Resorts & Hotels:

Please forward this email to:

Founder and chairman Roy Peires

Director Raymond John Bratt
Sales and Marketing Director Eran Revivo
The Manager of CLC World, Mijas Costa
The Operations Manager

Sent via info@clcworld.com, reservations@clcworld.com, pr@clcworld.com, CLC World Resorts on

Facebook and Club La Costa World on Facebook
To Hotels.com (part of Expedia)
Please forward this email to:

President and CEO Dara Khosrowshahi, Expedia

President Johan Svanstrom, Hotels.com

Sent via customercare@hotels.com, https://ssl.hotels.com/customer_care/email_us.html,

Hotels.com on Facebook and Expedia on Facebook
This email is public
This email is published here and will be included in my next script too for the world to learn from.
DO NOT DO AS CLC WORLD AND HOTELS.COM DID! Our experience was first mentioned in my
script here.

Work properly, do NOT cheat, be responsible! We did not get the promised travel, and had to pay
for an upgrade, where we should have received a refund!
Dear CLC World Resorts and Hotels.com (Expedia),
On May 22, 2015, my mother bought a holiday for 8 days on Club La Costa World, Mijas Costa,
Spain, for her and I in two apartments from May 28 to June 5, 2015.
We received reservation confirmation on what we had ordered from Hotels.com, which was two
apartments specified as: Standard apartment 1 bedroom balcony view (50 square
metres), and it was the words balcony view that were decisive for our reservation. If the
reservation had not included these words, we would NOT have made the reservation in the first
place.

From reservation confirmation no. 122616794160 from hotels.com (translated from Danish):
Room 1: Standard apartment 1 bedroom balcony view, for my mother Lona Dragholm

From reservation confirmation no. 122616794160 from hotels.com (translated from Danish):
Room 2: Standard apartment 1 bedroom balcony view (50 m2), for me Stig Dragholm
On the day of our arrival, May 28, I showed this reservation confirmation to a nice lady at the
hotel reception underlining the words balcony view and 50 square metres to make sure that
no misunderstandings would occur, which she confirmed, but despite of this (!), she sent us to
rooms 29A and 29B, which to our big surprise and disappointment were WITHOUT a balcony and
WITHOUT a view and just on the other side of the busy motorway with NO view other than looking
directly into the thin fence separating the rooms from the motorway just on the other side and the
infernal noise coming from there, and because of this, my mother was ready to travel home or
change hotel at the minute - this is how BIG her disappointment was. How could this be, there
should be NOTHING to misunderstand, the order confirmation was clear, this was NOT the start of
the holiday we had wished for. Not at all.
Therefore, we returned to the reception explaining that this was NOT what we had ordered and
received confirmation of, and I was more than surprised and disappointed again when we received
the standard reply from the same nice lady, who had been forced to cheat us not having
available what we had ordered ("if it goes, it goes" = WRONG!): This is not our responsibility, you
have to contact your agent, yes, this is what she really said (!!!), and it was first when I told her
that it is NOT possible to contact a US Internet agent here and now to solve this problem, we are
now standing here for you to take care of the problem (it could NEVER be our problem!), and that
it was completely ruining our holiday, so we would have to change hotel if they did not fix the

problem, that they even reacted to our problem.

However, it was completely impossible to change room the first day, and we therefore had to
sleep in the rooms directly next to the motorway, which ruined our sleep and stole one day from
our holiday, and the next morning, we were told by the (female) manager that the hotel was so
fully booked that they could not give us the two rooms with balcony and view as we had reserved
(!), and it was only when I suggested as alternative option to put my mother and I together in a 2
bedroom apartment that they found an option, which became room 12A, which we ended up
accepting even though there was also (somewhat lower) noise from the motorway here and you
can hardly claim that there is a true view from this room as you can see from the pictures below
(?), and we also accepted this even though my mother was asked to pay an extra 140 Euros as
upgrade fee from one 1 bedroom apartment to a 2 bedroom apartment, instead of receiving a
refund as the nice lady of the reception had asked the reservation department for when
speaking to them on the telephone because two 1 bedroom apartments are more expensive than
one 2 bedroom apartment, but the colleague from the reservation department obviously did not
care, and said you can decide to keep one of the 1 bedroom apartments together with the 2
bedroom apartment, but I do believe you will understand that this was NO REGULAR CHOICE
because we wanted to get away from these apartments of Hell at any price to save our holiday,
so we were forced to pay what the hotel asked for, and instead we received a cheaper and poorer
product than we had received confirmation on, which is really A TOTAL DISGRACE how in the
world could you sink so low giving us such poor service and deal, even though your employees
were nice people?

The view from our new room 12A when standing up on the balcony still NOT as promised!

The view from our new room 12A when sitting down on the balcony still NOT as promised!

Instead of offering a refund when changing two 1 bedroom apartments to a cheaper one 2
bedroom apartment, the hotel asked for an upgrade fee, thus asking more and giving less!
While we were waiting to receive this deal in the reception, I could not help noticing the mission
statement of CLC World hanging on the wall for everyone to see, which is To deliver memorable
holiday experiences serviced to standards that consistently exceed customer expectations, and
in our case, you did not live up to your mission giving us less for more, thus disappointing our
expectations, because your employees obviously had totally forgotten about this promise to your
customers and only thinking on making the most for the hotel, and I wonder if this is truly how
you want to treat your customers and was it only lack of consideration from the hotel staff not
performing as promised/wished or is this how your rotten industry works - if it goes, it goes?

CLC World's Mission Statement according to the website http://www.clcworld.com/c/corporate

It should be elementary knowledge for all that it is your main responsibility, CLC World, as owner
of the hotel and product supplier to DELIVER THE PRODUCT YOU AND YOUR AGENTS PROMISE (!),
and this includes to make sure that sales and marketing material of your agents live up to what you
actually deliver, and furthermore, your agents have an individual responsibility to make sure of this
too, and when you cannot deliver what you promise, you are liable to give your customers a
refund, nothing could be clearer for you to understand, right?
This follows completely logic sense, for ALL PEOPLE/BUSINESSES in ALL CASES, and from my own
personal experience, I know from the Insurance Sector that this is also implemented as EU-rules
applying for insurance companies and their agents including their sales and marketing material,
and I would be surprised to learn if this is also not the case within the Hotel and Travel industry
and your agents.
Still, you have to make sure that you do your work properly and all processes between you and
your agents work; do NOT cheat your customers because of negligence and do NOT run away from
your responsibility just because this is the easiest for you and because you prioritise to make
money!
If Hotels.com had told us when reserving the hotel that the rooms had no view infernal
motorway noise, we would of course NEVER have ordered the product through you, and you
know it, and instead the focus of Hotels.com seems to be having a money-machine to make
money for doing nothing (!), which of course is fundamentally wrong (!), instead of living up to
your responsibility making sure that what you promise is what you/your partner deliver.
The Sales and Marketing Director of CLC World, Eran Revivo, should know about this fundamental
truth/rule of business, and it is only because of your and your agents' POOR work and greed that
you allow this to happen, and run away from your responsibility making your customers stand back
as disappointed losers. Always treat your customers as you would like to be treated yourself and
consistently exceed customer expectations as you promise yourself in your mission statement. It
isn't harder than this, how difficult can it be, just do it!
When looking at the price table of the hotel on June 6 from your website, the price of a 1 bedroom
apartment is 60 Euros per day and the price of a 2 bedroom apartment is 70 Euros per day or
16.67% more (= actual upgrade fee). We had received a better deal on May 22 only paying 288
DKK or 38 Euros per 1 bedroom apartment per day, which means that we should have paid 38
Euros + 16.67% = 44 Euros per day for the new 2 bedroom apartment, where my mother actually
paid 76 Euros per day or 607 Euros in total + the extra 140 Euros, which you WRONGLY asked for.

The price table of the hotel on June 6, the price of a 1 bedroom apartment is 60 Euros per day
and the price of a 2 bedroom apartment is 70 Euros per day or 16.67% more
This is NOT right, and I kindly ask you to send the following refund to my mother via international
cheque (my mother does not want her address in the upgrade fee receipt above), or alternatively
to my Danish bank account 5012-1346485 (she does not want her bank account number to be
published), and I will give it to her:
REFUND CALCULATION:
WRONG:
We have paid for two 1 bedroom apartments for 8 days (76 EUR per day):
+ Upgrade fee from 1 to 2 bedroom apartment for seven days:
= We have paid in total:
RIGHT:
One 2 bedroom apartment for 7 days (38 EUR + 16,67% per day):
+ The first night in two 1 bedroom apartments:
= We should have paid in total:
= Difference, to be refunded to my mother

607 EUR
140 EUR
747 EUR
310 EUR
76 EUR*
386 EUR*
361 EUR

* Maybe you will agree that our first night was a nightmare in Hell not as ordered, which you don't want to charge us

for, thus refunding an extra 76 Euros to my mother?

Furthermore, my mother forgot her two nicest pairs of shoes in the first apartment when moving
to the new apartment on May 29, and when we spoke to a nice man in the reception about this
on June 4, he made some enquiries, but ended up telling my mother that they had not found them
(!), and he was then nice asking my mother if she has an insurance to cover her loss, and to me,
his first thought should have been we will of course offer you full compensation for your loss, we
are responsible. How can you accept having cleaning staff hired, who steal nice goods from
visitors when they believe they have returned home (?) have you no sense of responsibility, your
nice people? However, my mother has decided not to make any claim for compensation because
of this loss.
Besides from these unlucky experiences solely because of your negligence, we had a very nice
stay at your very nice resort (outside the apartment), which we liked very much (again except from
the WRONG apartment you gave us:-). Your hotel resort is of high standard, the staff is generally
nice, you have fine facilities and entertainment of high class, which we enjoyed much. We would
love to return, but only if you can give us what we order, CAN YOU?
We look forward to hearing from you.
Kind regards,
Stig Dragholm
PS: We have not asked for additional compensation because of the lower quality your failure
meant to our holiday, and for the time and annoyance having to write this COMPLETELY
UNNECESSARY email to you. It is not to much to ask for, for you to deliver what you promise and
make your customers HAPPY, is it?

June 12, 2015:

Both CLC World and Hotels.com were very kind sending these replies the same day as I sent my
complaint this is how to do it :-).

June 15, 2015:

Expedia was also kind sending their reply:

CLC World sent this follow-up email, and I am somwhat surprised that they will let the agent take
care of it from here, but before deciding on their actions, let us see what they will decide to do.

June 26, 2015: WE RECEIVED 75% COMPENSATION BUT NO LETTER AND APOLOGY FROM THE
IRRESPONSIBLE MANAGEMENTS OF THE HOTEL AND HOTELS.COM!!!
My mother told me that she has received 2,027 DKK (272 Euros we had asked for 361 Euros)
from Hotels.com in compensation from our holiday, but NO letter, which I have also not, thus no
explanation to how they have calculated this, no excuse for destroying our holiday, no human
face and no information about whether they will change their sales- and marketing policies, and
yes, also nothing from the Club la Costa hotel, and that includes NOTHING from the managements
of these companies, and yes, is this really the best that you could do, to give my mother some
money to shut us up instead of standing forward and taking showing responsibility in public (?),
and yes, I am NOT impressed nor satisfied with your way dealing with customer complaints, not
at all, and yes, you will continue your old polices making money as if nothing has happened, is this
it (?), and no, this is NOT how it will be like in our New World!
--I have decided to end the case here being VERY DISAPPOINTED, where it should have been so easy
for you to do what was RIGHT, but that would have jeopadised your business, is that how you
see it (?), and yes, I do NOT like silent people, who are WIMPS in book!!!