This week On Your Behalf the family who had a holiday from hell!!

In a letter to On Your Behalf our listeners said

As soon as the front door opened we were met by a putrid damp smell. We entered to find what I can only describe as a shack – the wallpaper was falling from the walls, the curtains were filthy and ragged, electric fittings had screws missing and were situated in health hazard positions.

There were large Earwigs between the bed sheets and live Earwigs inside the rusting fridge. The kitchen consisted of 2 electric rings and there was no sink! The carpet was just disgusting; the tiles in the bathroom were held together with tape. As for the exterior doors and windows, not one would properly close, and there were tile missing right across the front door.

We booked for bed and breakfast and were totally disgusted when we were told we would have to walk for a kilometre to get this breakfast at another hotel. We were hoping for two weeks of peace and quiet, instead my family and I were subjected to the worst treatment and hospitality we have ever been forced to endure. We wasted a fortune trying to contact Balkan Holidays Head Office by phone, and another two days of our holiday waiting for a rep to come and see us.

Well Bulgaria is trying to shed the grim reputation it earned during the Communist era – it’s a growing tourist destination, a beautiful country, On Your Behalf asks our Travel Solicitor, are this family right to be annoyed or did they get what they paid for – 2 star in Bulgaria!

Balkan Holidays told On Your Behalf

“We were very concerned to learn that your listener felt unhappy with certain aspects of his holiday accommodation in Bulgaria, Balkan Holidays has traditionally maintained a high standard of customer service and low complaint ratio within the package holiday industry, and it is disappointing for us to hear that our clients are dissatisfied. Balkan Holidays has sincerely apologised for any inconvenience caused to this family.”

“In response to the specific issues highlighted, we would like to make the following points:

They booked a 2 star hotel allocation on arrival. This type of holiday is clearly described in our brochure's holiday information as follows: ‘Please note that the term “Allocation on arrival” refers to hotels/apartments anywhere in the particular holiday region and not necessarily featured in our brochure”.

It is most regrettable that your listener felt that his accommodation was unsuitable. Had he informed Balkan Holidays of his specific requirements for his accommodation to have a swimming pool and for it to be located in a particular resort, we would have recommended that he book a named hotel from our summer 2004 brochure, as we would have been able to ensure that all his requirements were definitely fulfilled.

“Balkan Holidays are firmly of the opinion that the accommodation in question meets the standard one could reasonably expect of two star accommodation. Furthermore, we have not received any additional complaints regarding these particular villas to date, other than your listeners. However, upon learning of their dissatisfaction, our Representative offered them three alternative accommodations, although these were declined.”

Our Travel Solicitor advises that our listeners should write to Balkan Holidays detailing their complaint and giving them 14 days in which to respond, and if they do not get satisfaction, take the matter to the Small Claims Court. And if you’ve a problem you’d like our help with – holiday or otherwise e mail

ABTA - For General travel & tourism information -

• Tel: 0901 201 5050 (UK callers only), calls are charged at 50p per minute and lines are open during normal office hours.

• Consumer Affairs (post holiday enquiries only) -

Tel: +44 (0)20 7637 2444 or email