“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”
“Jet 2 holiday departures, flight & transfer to and from hotel were all faultless... Jet 2 staff are really friendly.I was let down by a very disappointing hotel choice of such poor quality that I'm surprised Jet 2 holidays puts their name to it.. Pineda Palace Pineda del mar... Probably the worst quality hotel I've stayed in....”
“We booked a budget holiday through Jet2 to marmaris we where their last year and again this year we stayed at mehtap family hotel twice the owner Mustafa and aischa where fantastic the cleaners where very friendly and happy to chat and our room was always cleaned and the bar staff where very good the food was excellent as well we can not fault this hotel”
“I went on holiday in July the hotel was disgusting the hotel tried to charge me for WiFi at a different price to what was advertised when we landed jet 2 people couldn’t be bothered to even show us to our coach. We had to find it ourselfs joke ..”
“Very good experience on the 3 or 4 occasions I've used them. Always considerate of Older patrons which these days is a blessing. Customer services are excellent for things like accessibility ie Wheelchair accompaniment etc and the Hotels on offer are extremely varied and suit many budgets. Tbh I now use Jet2 Holidays whenever I travel abroad on holiday.
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“Very good experience on the 3 or 4 occasions I've used them. Always considerate of Older patrons which these days is a blessing. Customer services are excellent for things like accessibility ie Wheelchair accompaniment etc and the Hotels on offer are extremely varied and suit many budgets. Tbh I now use Jet2 Holidays whenever I travel abroad on holiday.”
“I put down £60 deposit on a holiday for february 2025 & cancelled 10 days later
Thinking I gave plenty of notice & have
Been told I've lost the whole £60 so
What about cooling off period!! SCAM
I won't be booking like that again!!!”
“Still waiting for a call back from 27th May regarding an issue ,and another issue regarding assistance, do not use this company they are not interested after they have got your money.”
“They use vehicles that are not roadworthy. Bald tyres, a split in a tyre wall; terrible fumes coming in to the passenger compartment. No hammers to break glass in case of an accident; seatbelts not working. They responded all was well.”
“Villa cordyline, Guia, Algarve 4 stars Jet2 via Solmar Villas was dirty inside and outside with threadbare towels and pilled bed linen which didn’t fit a couple of the beds and dirty seat pads in the outdoor seating area and on dining chairs. Windows were filthy inside and out. Bird muck on the inside of a bedroom sliding door. Showers had black mould and tiles had soap scum and shower screen panel broken. The beds were so uncomfortable, all 3 bedrooms. Cheapest of the cheap! Our backs were broken and still recovering. We removed ourselves to a hotel for the last 4 nights.”
“I made the mistake of signing into Jet2holidays to get £10pp discount and went back to book tge holiday a couple of hours later and the holiday had gone up by £400!!!”
“Just returned from Elba premium suites in lanzarote
The village is self is lovely
The rooms are high standard modern and clean and location great
The service and food however is appalling and should not be rated as a 4*
The lunch and evening meals are not acceptable for a4*
The meat and fish are dry and don’t look appealing
There is a big problem with no staffing especially at the adult bar and family bars
Only one member of staff at the adult bar to the fact we were served plastic glasses as they had run out and nobody is collecting or washing and even had to leave the bar to collect glasses and fetch more stock and ice
Also breakfast staff were so ignorant like they didn’t want to serving you although the break was good
We will not be returning and this needs adressing”
“Staff pleasent ,,,as an assisted passenger their help was much appreciated
Saddened by Edinburgh airport it's not clean their wheel chairs ancient,staff not trained”
“Booking a package holiday with Jet 2 is easy and the complete price is shown with no hidden extras. The flight crews and reps are all pleasant and helpful and looked after us through a fall at the airport and a flight diversion where the passengers had to be offloaded. Everything was done efficiently and considerately. The hotel....The Eleni in Paphos...,.was good value for money. It was basic but clean with nice food and very friendly staff.... The one exception was the Beach Bar which we only visited once because the snacks were cold and the staff unhelpful. We couldn't face going there a second time so we don't know if the experience would have been any better. Every other aspect was lovely. Will definitely look for a Jet 2 package holiday again!”
“Very disappointing customer services
We paid almost £5000 for a one week holiday in Tenerife including a supplement to take golf equipment. We were disappointed when despite the 5 star rating for the hotel (Sir Anthony) Jet 2 couldn't arrange transport to the door. Instead the coach left us a ten minute walk away, in the heat, carrying heavy golf equipment. When I raised this with the company I got a patronising response back saying the lack of to the door transfer was in an Additional Information section of their website. I had to search 3 times to find this. If you cannot transport customers to a hotel door then this should be highlighted in bold print and their specific attention drawn to it with a warning this is unsuitable for people carrying extra heavy luggage. What annoyed me more than the misleading website was the lack of concern provided in the Jet 2 response despite the fact this was our third year in a row using their services. They obviously do not care about retaining customers.”
“I booked an Easter holiday trip to Mallorca - 10 days prior to the holiday unfortunately we found that our daughter had just under 3 months left on her passport (you need 3 months and over) so a new passport would be needed before the holiday. I was assured that if need be but they wouldn't be able to change the hotel though. After the final payment was taken from me and getting closer to the holiday date they couldn't do anything - move flights, make any suggestions. I lost 100% of the money and our long awaited family holiday. They didn't help in the slightest and I spent hours on the phone. I will not be using a package holiday ever again.”
“Hotel Gran Sol Alicante. Hotel clean but does not accommodate a 4*review. Rooms exceptionally small and facilities very poor. No tea/coffee facilities.no guest information in room.. no safe. Had to request safe which broke and had to be cut open. Would not recommend this hotel to anyone. Hotel Hylton Alberola more superior. Very disappointed with this city break.”
“Absolutely appalling service and flight
Staff allowed passengers to vape get drunk and use foul and abusive language and hid in the back and took no notice of the complaints putting law abiding passengers at risk. They were happy to service excessive alcohol and duty free to get more money
The CEO MR HEAPY AND HIS EXECUTIVE TEAM are also Dis graceful and have not taken the rules of aviation law seriously. Not submitting an accurate report from the staff or informing the pilot correctly
THE FLIGHT FROM HELL
DO NOT FLY WITH JET 2 EVER”
“How would you feel spending 267euros for a one way flight ticket and only 24hours being prompted from the same official website (jet2.com) for 45euros for the same exact ticket?
This is Jet2 Ladies and Gentlemen
I tried of course changing dates for the expensive ticket but not even around Christmas prices are so high
Don't even bother calling Customer Service, they can't help but will give you an email address from which an automatic response (that could take up to 28 days) will say
"This inbox is for Customers who have returned home from their holiday. We’re unable to respond to any Pre-Travel queries."
And that's all Folks!”
“Have always used jet2 package holidays for about 6 years, neverbjad any problems
I've just booked my second holiday for this year as had a "Sale" on, that so called "Sale" ended last night, however when i logged onto the app today, i found that if I'd have waited for the sale to finish, i could of got the exact same holiday, but a better room for less. Obviously I'm fuming and disappointed, totally fake/false advertising and a rip off! 😡”
