This is the worst company we have ever used They have no duty of care. They misled us They did not in any way acknowledge their responsibility for giving us a disastrous holiday. If you are elderly or disabled, avoid this uncaring company We were phoned earlier evening on Thursday 12th September, informing us we could not stay at our Booked Hotel ALEGRIA Palacio Mojacar 7 nights from Sun 15th Sep 2024 in a Club Rm, because it was over booked. We were quite taken aback at the short notice as I am disabled and had researched the hotel to suit my needs. We had booked originally on the 08th September, however we had to change the dates due to a medical appointment. We were told at the time there were no Club Rooms left and so we decided to go back tonight the original booking. A few days later we were contacted Jet2 stating that we could change our booking to the 15th and there was definitely a Club Room available. So we paid the admin fee £200.00 and we were sent confirmation of the amended booking, through MyJet2. So now we find ourselves as 2 retired woman, that we are changed to a Hotel at the other end of beach and to access the beach I have to walk up and down a steep hill. We chose to be close to Garrucha because of its fantastic fish restaurants and now we are miles away. I also noticed the amenities in the new Hotel Playamojacar Aquapark Hotel were not as good and it is not an Adult only hotel. We have no Spa for me to access to help my condition and to bring the room up to the equivalent of ALEGRIA Palacio Mojacar I paid another £340.00. We have to pay supplements on all the cocktails and still request an extra spirit to make it taste right. The member of staff who told us we were being changed was a little flippant and I was very frustrated with her, however when we were informed there was nothing we could do, I gave in. The questions I ask are: Why were we told in April our booking was confirmed and we had a Club Rm to go to, and you took a £200.00 admin fee for nothing it now seems. Why were we moved so far away from our original choice of area. Why were we told our room was the equivalent, when certain amenities were missing. Why were we put in a hotel on a hill, knowing full well I had mobility problems. Why were we not given a Superior Rm in the first place, so I didn’t have to upgrade for Tea and Coffee, bathrobe facilities and a wider balcony and we still don’t have the Sun Beds we wanted. We feel very let down by your company and £80.00 reimbursement against the £340.00 I had to pay to upgrade us to an equivalent Club Room in the new hotel is very disappointing. You still have to pay for your safe, there is no water in the rooms and the snacks are very limited and we cannot get Wi-Fi in our room. It’s not right to take admin fees and then tell us our booking was cancelled. We should have been reimbursed that money because you didn’t fulfill our changes. And why were we not moved to have an equivalent room when there was one available so I didn’t have to spend my pension to get a room as equal as possible to our original one. So far we have paid out an extra £540.00 - £80.00 for a hotel we didn’t book. All this on top of the price for our holiday. Tues 17th September, we are now on the 3 Groundhog Day of food. I had basically the dinner as I had lunch. We decided to go to the bar to have a Cocktail each, even though we have to pay a supplement on all cocktails. (This is not an (All Inclusive Hotel). We handed our Rm card to the bartender and we were told we had to pay cash?? We explained we were Inclusive and only had a supplement to pay to the room. He said no and was extremely curt with us, demanding we return to sort out the payment. We said we would go to the reception and she said our card had been shut down, (not by us or our bank) as our Credit Card is in fact in credit paid in by Jet2. £80.00 We now have to re register our card and most certainly we will not be explaining anything to the Bartender. We had no Toilet Roll in our bedroom and had to go to reception to get that as well. Nothing is easy is easy in this hotel, because no one actually knows what’s happening. The Terre Restaurant doesn’t seem to exist, even though we are supposed to be able to access it once. We had to find the Bar ourselves, we don’t know where the Ocean Club is because no one tells you. I, as a disabled person cannot be moving from here to there to find out where things are. There is no information in the Hotel to let you know where things are. When you ask you are told one thing and then it’s contradicted by another. It’s becoming a nightmare for us now, especially when we are embarrassed by a bartender. There are good things about this hotel, however there are too many unnecessarily bad things, that seem up to us to find out, fix or change. Great big balconies with the tiniest table and no sun beds, which our chosen hotel had. We are very unhappy here and have not seen a Rep to discuss the situation. Maura M Halsall Our rating