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FV

Francisco's Story

Ruined holiday to 40% refund

Travel & Flight Issues
€1,400 refund
50 days

The Problem

Francisco booked a €3,500 all-inclusive package to a "5-star resort" in the Algarve. Upon arrival, the pool was closed for renovation, the restaurant served limited food, and construction noise made sleep impossible.

Evidence
Booking Details
Resort Conditions
Original Listing
Complaints to Hotel
Day
2

Started with AnyComplaint

Francisco documented the discrepancies between what was promised and delivered.

What facilities were unavailable or different from what was advertised?
Main pool closed, only cold breakfast available instead of full buffet, and there was construction from 7am every day.
This constitutes significant non-conformity with the package travel contract. Under DL 61/2011, you are entitled to an appropriate price reduction and potentially additional compensation for the ruined holiday experience.
4 clarifying questions
6 facts extracted
Day
2

Complaint Generated

A detailed complaint was prepared documenting each deviation from the contract.

Generated Document
REF: AC-2024-XXXX
Formal Complaint
Nos termos dos artigos 22.º a 25.º do Decreto-Lei n.º 61/2011, quando os serviços de viagem não são executados em conformidade com o contrato, o viajante tem direito a redução do preço e, sendo caso disso, a indemnização pelos danos causados. A piscina principal encerrada, restaurante com serviço limitado e ruído constante de obras constituem incumprimento grave...
[...continues with formal structure, legal citations, and requested remedies]
DL 61/2011, Art. 23.º

Right to price reduction

DL 61/2011, Art. 25.º

Right to compensation for damages

Day
35

Company Response

The travel agency responded after reviewing the documented evidence.

"We apologize that your holiday experience did not meet expectations. After reviewing the evidence provided, we agree that significant services were not delivered as contracted. We offer a 40% refund as compensation."

— Customer Service
Day
50

Resolution

Francisco received a 40% refund of the package cost, acknowledging the significant service failures.

€1,400
Recovered
40% refund of package cost
Formal apology from agency
Voucher for future booking
"

Document everything! The photos and daily complaint emails proved exactly what we experienced. Got 40% back for a holiday that was 50% ruined.

FV
Francisco V.
Viseu

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