op 07 juli 2016 over Neckermann Reizen in de categorie Online Reisbureaus

Nieuwe klacht
In behandeling
Klacht opgelost
Klacht afgesloten

Mijn Klacht:

I booked a holiday with Neckermann in The Netherlands. The website showed beautiful pictures of the hotel and the slides and kids pools.
When we got to the hotel,
Things were different. The kids pool Neckermann shows on their website had been closed for 4 years according to the hotel. And the big pool with slides, Neckermann shows you both sets of pictures, before and after remodeling, leading you to believe that they both exist.
NO Neckermann representative at the hotel at all.
I tried tweeting them, but the. I read on their website, that once you are at your holiday destination, you must call. So I decide to spend the money for roaming and call. I am automatically informed that there is a 15 min waiting time, but I was going to wait no matter what. In the end, in less than a minute I get a woman on the phone, with no customer service skills whatsoever: oh I’m sorry, but what do you want me to do? So now, I am supposed to come up with a solution to their ‘mistake’ (though to me it a flat out LIE!).
Also, on the Neckermann website they claim there is wifi in the entire hotel, another flat out LIE!
Internet in the entire hotel and the kid pool were big factors in choosing this hotel.
My biggest motive of anger; Neckermann reaction, they expect me to tell them what to do. HORRIBLE customer service!

Gewenste Oplossing:

I want a partial refund.

Bericht van Robin van Klacht.nl

3 maanden geleden - Ik heb een email gestuurd naar Neckermann Reizen over deze klacht.

Bericht van Robin van Klacht.nl

3 maanden geleden - Deze klacht is zojuist door Neckermann Reizen in behandeling genomen

Bericht van Neckermann Reizen

3 maanden geleden - Dear Customer, we would like to help you but we need your reservation number. Your resevervation number starts with the letters NVN and these are followed by 8 numbers. Please send your reservation number ! Many thanks in advance. Best regards, Team Customer Service (tel. 00-31-23-5135533)

Bericht van Robin van Klacht.nl

3 maanden geleden - We hebben bericht ontvangen dat Neckermann Reizen een oplossing geplaatst heeft bij deze klacht

Neckermann Reizen

Heeft op 08 juli 2016 om 14:21 geantwoord

Geboden Oplossing:

Geachte mevrouw, heer,
Van onze reisleiding op de bestemming hebben wij vandaag begrepen dat de klachten voor ons reserveringsnummer 12008376 zijn opgelost. Dit betekent dat wij het dossier op klacht.nl gaan sluiten. Wij hopen dat cliënten nog van een prettig verblijf in Turkije zullen genieten.

Met vriendelijke groeten, Afdeling Customerservice Neckermann/Thomas Cook

Heeft op 08 juli 2016 om 18:17 geantwoord

Nothing has been solved! You took down the old pictures from yor website, but that does not solve my problem at all.
I would like to amend my request. I do not want a refund, I want Neckermann to get fined. I want them to pay. Not me, but they have to be made responsible for their horrible business practices, lack of ethics and he horrible way they respond to their customer. They broke EU law, they should pay for that.

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