To CLC World Resorts & Hotels :

Please forward this email to:

Founder and chairman Roy Peires Director Raymond John Bratt Sales and Marketing Director Eran Revivo The Manager of CLC World, Mijas Costa The Operations Manager

Sent via info@clcworld.com, reservations@clcworld.com, pr@clcworld.com, CLC World Resorts on Facebook and Club La Costa World on Facebook

To Hotels.com (part of Expedia)

Please forward this email to:

President and CEO Dara Khosrowshahi, Expedia President Johan Svanstrom, Hotels.com

Sent via customercare@hotels.com, https://ssl.hotels.com/customer_care/email_us.html, Hotels.com on Facebook and Expedia on Facebook

This email is public

This email is published here and will be included in my next script too for the world to learn from. DO NOT DO AS CLC WORLD AND HOTELS.COM DID! Our experience was first mentioned in my script here.

Work properly, do NOT cheat, be responsible! We did not get the promised travel, and had to pay for an upgrade, where we should have received a refund!

Dear CLC World Resorts and Hotels.com (Expedia),

On May 22, 2015, my mother bought a holiday for 8 days on Club La Costa World, Mijas Costa, Spain, for her and I in two apartments from May 28 to June 5, 2015.

We received reservation confirmation on what we had ordered from Hotels.com, which was two apartments specified as: Standard apartment 1 bedroom balcony view (50 square metres), and it was the words balcony view that were decisive for our reservation. If the reservation had not included these words, we would NOT have made the reservation in the first place.

From reservation confirmation no. 122616794160 from hotels.com (translated from Danish):Room 1: Standard apartment 1 bedroom balcony view, for my mother Lona Dragholm

From reservation confirmation no. 122616794160 from hotels.com (translated from Danish):Room 2: Standard apartment 1 bedroom balcony view (50 m2), for me Stig Dragholm

On the day of our arrival, May 28, I showed this reservation confirmation to a nice lady at the hotel reception underlining the words balcony view and 50 square metres to make sure that no misunderstandings would occur, which she confirmed, but despite of this (!), she sent us to rooms 29A and 29B, which to our big surprise and disappointment were WITHOUT a balcony and WITHOUT a view and just on the other side of the busy motorway with NO view other than lookingdirectly into the thin fence separating the rooms from the motorway just on the other side and theinfernal noise coming from there, and because of this, my mother was ready to travel home or change hotel at the minute - this is how BIG her disappointment was. How could this be, there should be NOTHING to misunderstand, the order confirmation was clear, this was NOT the start of the holiday we had wished for. Not at all.

Therefore, we returned to the reception explaining that this was NOT what we had ordered and received confirmation of, and I was more than surprised and disappointed again when we receivedthe standard reply from the same nice lady, who had been forced to cheat us not having available what we had ordered ("if it goes, it goes" = WRONG!): This is not our responsibility, you have to contact your agent, yes, this is what she really said (!!!), and it was first when I told her that it is NOT possible to contact a US Internet agent here and now to solve this problem, we are now standing here for you to take care of the problem (it could NEVER be our problem!), and that it was completely ruining our holiday, so we would have to change hotel if they did not fix the

problem, that they even reacted to our problem.

However, it was completely impossible to change room the first day, and we therefore had to sleep in the rooms directly next to the motorway, which ruined our sleep and stole one day from our holiday, and the next morning, we were told by the (female) manager that the hotel was so fully booked that they could not give us the two rooms with balcony and view as we had reserved (!), and it was only when I suggested as alternative option to put my mother and I together in a 2 bedroom apartment that they found an option, which became room 12A, which we ended up accepting even though there was also (somewhat lower) noise from the motorway here and you can hardly claim that there is a true view from this room as you can see from the pictures below (?), and we also accepted this even though my mother was asked to pay an extra 140 Euros as upgrade fee from one 1 bedroom apartment to a 2 bedroom apartment, instead of receiving a refund as the nice lady of the reception had asked the reservation department for when speaking to them on the telephone because two 1 bedroom apartments are more expensive than one 2 bedroom apartment, but the colleague from the reservation department obviously did not care, and said you can decide to keep one of the 1 bedroom apartments together with the 2 bedroom apartment, but I do believe you will understand that this was NO REGULAR CHOICE because we wanted to get away from these apartments of Hell at any price to save our holiday, so we were forced to pay what the hotel asked for, and instead we received a cheaper and poorer product than we had received confirmation on, which is really A TOTAL DISGRACE how in the world could you sink so low giving us such poor service and deal, even though your employees were nice people?

The view from our new room 12A when standing up on the balcony still NOT as promised!

The view from our new room 12A when sitting down on the balcony still NOT as promised!

Instead of offering a refund when changing two 1 bedroom apartments to a cheaper one 2bedroom apartment, the hotel asked for an upgrade fee, thus asking more and giving less!

While we were waiting to receive this deal in the reception, I could not help noticing the mission statement of CLC World hanging on the wall for everyone to see, which is To deliver memorable holiday experiences serviced to standards that consistently exceed customer expectations, and in our case, you did not live up to your mission giving us less for more, thus disappointing our expectations, because your employees obviously had totally forgotten about this promise to your customers and only thinking on making the most for the hotel, and I wonder if this is truly how you want to treat your customers and was it only lack of consideration from the hotel staff not performing as promised/wished or is this how your rotten industry works - if it goes, it goes?

CLC World's Mission Statement according to the website http://www.clcworld.com/c/corporate

It should be elementary knowledge for all that it is your main responsibility, CLC World, as owner of the hotel and product supplier to DELIVER THE PRODUCT YOU AND YOUR AGENTS PROMISE (!), and this includes to make sure that sales and marketing material of your agents live up to what youactually deliver, and furthermore, your agents have an individual responsibility to make sure of thistoo, and when you cannot deliver what you promise, you are liable to give your customers a refund, nothing could be clearer for you to understand, right?

This follows completely logic sense, for ALL PEOPLE/BUSINESSES in ALL CASES, and from my own personal experience, I know from the Insurance Sector that this is also implemented as EU-rules applying for insurance companies and their agents including their sales and marketing material, and I would be surprised to learn if this is also not the case within the Hotel and Travel industry and your agents.

Still, you have to make sure that you do your work properly and all processes between you and your agents work; do NOT cheat your customers because of negligence and do NOT run away from your responsibility just because this is the easiest for you and because you prioritise to make money!

If Hotels.com had told us when reserving the hotel that the rooms had no view infernal motorway noise, we would of course NEVER have ordered the product through you, and you know it, and instead the focus of Hotels.com seems to be having a money-machine to make money for doing nothing (!), which of course is fundamentally wrong (!), instead of living up to your responsibility making sure that what you promise is what you/your partner deliver.

The Sales and Marketing Director of CLC World, Eran Revivo, should know about this fundamental truth/rule of business, and it is only because of your and your agents' POOR work and greed that you allow this to happen, and run away from your responsibility making your customers stand backas disappointed losers. Always treat your customers as you would like to be treated yourself and consistently exceed customer expectations as you promise yourself in your mission statement. Itisn't harder than this, how difficult can it be, just do it!

When looking at the price table of the hotel on June 6 from your website, the price of a 1 bedroomapartment is 60 Euros per day and the price of a 2 bedroom apartment is 70 Euros per day or 16.67% more (= actual upgrade fee). We had received a better deal on May 22 only paying 288 DKK or 38 Euros per 1 bedroom apartment per day, which means that we should have paid 38 Euros + 16.67% = 44 Euros per day for the new 2 bedroom apartment, where my mother actually paid 76 Euros per day or 607 Euros in total + the extra 140 Euros, which you WRONGLY asked for.

The price table of the hotel on June 6, the price of a 1 bedroom apartment is 60 Euros per dayand the price of a 2 bedroom apartment is 70 Euros per day or 16.67% more

This is NOT right, and I kindly ask you to send the following refund to my mother via international cheque (my mother does not want her address in the upgrade fee receipt above), or alternatively to my Danish bank account 5012-1346485 (she does not want her bank account number to be published), and I will give it to her:

REFUND CALCULATION:

WRONG:We have paid for two 1 bedroom apartments for 8 days (76 EUR per day): 607 EUR+ Upgrade fee from 1 to 2 bedroom apartment for seven days: 140 EUR= We have paid in total: 747 EUR

RIGHT:One 2 bedroom apartment for 7 days (38 EUR + 16,67% per day): 310 EUR+ The first night in two 1 bedroom apartments: 76 EUR*= We should have paid in total: 386 EUR*

= Difference, to be refunded to my mother 361 EUR

* Maybe you will agree that our first night was a nightmare in Hell not as ordered, which you don't want to charge us

for, thus refunding an extra 76 Euros to my mother?

Furthermore, my mother forgot her two nicest pairs of shoes in the first apartment when movingto the new apartment on May 29, and when we spoke to a nice man in the reception about this on June 4, he made some enquiries, but ended up telling my mother that they had not found them(!), and he was then nice asking my mother if she has an insurance to cover her loss, and to me, his first thought should have been we will of course offer you full compensation for your loss, we are responsible. How can you accept having cleaning staff hired, who steal nice goods from visitors when they believe they have returned home (?) have you no sense of responsibility, your nice people? However, my mother has decided not to make any claim for compensation because of this loss.

Besides from these unlucky experiences solely because of your negligence, we had a very nice stay at your very nice resort (outside the apartment), which we liked very much (again except fromthe WRONG apartment you gave us:-). Your hotel resort is of high standard, the staff is generally nice, you have fine facilities and entertainment of high class, which we enjoyed much. We would love to return, but only if you can give us what we order, CAN YOU?

We look forward to hearing from you.

Kind regards,Stig Dragholm

PS: We have not asked for additional compensation because of the lower quality your failure meant to our holiday, and for the time and annoyance having to write this COMPLETELY UNNECESSARY email to you. It is not to much to ask for, for you to deliver what you promise and make your customers HAPPY, is it?

June 12, 2015:

Both CLC World and Hotels.com were very kind sending these replies the same day as I sent my complaint this is how to do it :-).

June 15, 2015:

Expedia was also kind sending their reply:

CLC World sent this follow-up email, and I am somwhat surprised that they will let the agent take care of it from here, but before deciding on their actions, let us see what they will decide to do.

June 26, 2015: WE RECEIVED 75% COMPENSATION BUT NO LETTER AND APOLOGY FROM THE IRRESPONSIBLE MANAGEMENTS OF THE HOTEL AND HOTELS.COM!!!My mother told me that she has received 2,027 DKK (272 Euros we had asked for 361 Euros) from Hotels.com in compensation from our holiday, but NO letter, which I have also not, thus no explanation to how they have calculated this, no excuse for destroying our holiday, no human face and no information about whether they will change their sales- and marketing policies, and yes, also nothing from the Club la Costa hotel, and that includes NOTHING from the managements of these companies, and yes, is this really the best that you could do, to give my mother some money to shut us up instead of standing forward and taking showing responsibility in public (?), and yes, I am NOT impressed nor satisfied with your way dealing with customer complaints, not at all, and yes, you will continue your old polices making money as if nothing has happened, is this it (?), and no, this is NOT how it will be like in our New World!

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I have decided to end the case here being VERY DISAPPOINTED, where it should have been so easy for you to do what was RIGHT, but that would have jeopadised your business, is that how you see it (?), and yes, I do NOT like silent people, who are WIMPS in book!!!