what would you do?
 

I booked with European Destinations for a week in Italy for our family of six. At time of booking I specifically requested five star hotels and believed that is what we would be given. Rome [holding off naming names] was a tired and indifferent staff hotel. Florence was a true gem. Venice was a disaster; antiquated with rude staff.

I am thinking that the five star rating was European Destinations rating and not a true rating.

Good money paid for big disappointment. Our room in Venice was called Cell 306.

Looking for advice or if any of you have had success with complaining.

many thanks -- just home last evening and to complete the picture Delta cannot find our luggage. So, what else is new!!!

you can complain to the Better Business Bureau - one big tour company was recently blacklisted by the BBB and the resulting publicity was devastating i think.

Complain to the company first and see if they offer you something i guess.

Generally, here on Fodor's, we name names. If it's good or bad, sharing the name is good for other travelers.

I am not familiar with European Destinations. Where did you get the recommendation for this company?

Yes, I would complain. But I would also be aware that the star rating in Italy isn't necessarily based on the luxuriousness of the hotels. It is based on faciilities. Five star hotels must have a certain amount of facilities to be given that rating.

This article and the included link might help:
http://www.travelandleisure.com/arti...e-to-the-stars

You say you requested five star hotels and believed they would be given. Were they gauranteed in writing? An email? Did they send you an itinerary before departure? Could you have checked the hotels?

I think your best shot at a complaint will be if you were told you were definetly getting something that you didn't receive.

I would start my complaint with company, then the attorney general's office in the state where the company is headquartered. By calling that office, you can get some direction, especially if fraud is involved.

Good luck.

I would look to see whether these hotels are considered 5-star by any organization (tripadvisor.com, for example) other than European Destinations. Tuscanlifeedit asks whether you checked into the reputation of the hotels before the trip. I think that's a critical point.

In any event, the number of stars given a hotel in Italy does not relate to how luxurious (or even "nice") it is. The stars merely indicate the number and type of amenities available. In other words, if a hotel has an elevator, prime location, parking, room service, on-site gym or spa, view, meeting facilities, in-room free internet access, satellite TV, etc., it might be given 5 stars. But it could still be a "dump" in terms of cleanliness, maintenance, indifferent or hostile staff, terrible food, etc.

As several people have pointed out, you may be surprised to find that all your hotels were, indeed, rated five stars under the Italian system. You should also be aware that there are *two* levels of five-star hotels in Italy, five-star and five-star lusso (or luxury).

Check out the hotels' Web sites to see what their official rating is before you launch a complaint. But it's really something you should have done *before* you booked the hotels.

I booked my trip to Paris in March with European Destinations. I was able to choose accommodations from a list they provided. I looked up (using TripAdvisor.com for reviews)each place in each category and chose the best deal I could afford. My budget class hotel in Montemarte was wonderful and I would not hesitate to book another trip with European Destinations.

I think, like with every other wholesaler, you need to know exactly what you are buying before completing the purchase. I can't imagine booking a trip and not trying to find out as much as possible about the accommodations and everything else that is included in the purchase price.

I found European Destinations responsive when I had questions prior to purchase - and less so after the deal was done when I wanted to ascertain that we would have twin beds rather than a double - I was traveling with my son. The hotel was great but ED said to just wait and see what room assignment we were given. So even though the experience was great I still think complaints and inquiries are best made before you pay.

Good luck, but I think knowing exactly what you are purchasing before hand is your best course of action. Once the deal is done and you have already agreed to the accommodations I don't think they will do anything.

First, I'm very surprised you didn;t check out the hotels on tripadvisor and other web sites before you went.

Second, many travel agents (esp at chain agencies) have never been to the places they're sending you - and just work off brochures. Has your agent traveled extensively in Italy?

Third, not sure exactly what the problems were with the hotels - but did you complain on the spot and give them a chance to fix it? (If not, you're in a much weaker position.)

You can certainly complain to the agency and see if they'll do anything - but I don;t think a hotel being "tired" is actionable. Usually you need very specific complaints (unclean, plumbing problems, promised specific view/type of room not provided, etc.)

This might be a clue that this agency is simply not qualified/knowledgeable enough about europe to book tours there.

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IMO anyone who believes that a certain star rating at a hotel guarantees immunity from "rude" (however that is being defined)staff hasn't done nearly as much travelieng as perhaps they should.

you all win! strange how when one asks for advice/ideas what comes forward is "shoulda"s.

as for not much travelling as someone suggested; how about France, England, Scotland, Switzerland, Belgium and Italy == incidentally more than once !!

I truly believed when ED said they would be five star they would be five star.

I don't even know who these folks are, but if it's a travel agency and you specifically requested 5* hotels and were told that and did not get them, you certainly can complain. There is an Italian rating system and its official. So, just because you don't like them, if they really were 5* hotels, you can't complain.

I sure think you can expect something from a 5* hotel and it does have to do with luxury (def. the way I define it), but it has nothing to do with rudeness or not. Sure, reall expensive top 5* hotels are supposed to fawn all over you, but from what I gather, the only comlaints that were stated are 2 out of 3 hotels had staff you didn't like.

If that's really true, I don't think you have anything to complain about.

I thought I had said what I would do. I'll repeat: I would complain directly to the agency, and then to my state's attorney general's office, asking them for guidance in filing any complaints or actions.

Tuscanlife brings up a good topic ... what the star system means in different countries. I have been told that whether or not they have a concierge or lobby bar has an influnce on the ranking where the quality of the carpet, the sheets or the service doesn't necessarily.

I'm sure that your average 5* is nicer than its 2* neighbor but "nicer" may be subjective.

if you are really angry post your reviews of the hotels on tripadvisor.

Which were the hotels, anyway?

I looked at the website, and the 5* hotels they list in Italy are indeed official 5* properties. For example, in Venice, I see the Luna Baglioni, which is a 5*L, with decent review on Tripadvisor.

But they also have Dei Dogi, which is 5* (no L) and pretty poor reviews on Tripadvisor.

Of course, the prices are also different. Like others have said, 5* can mean many things. A traveler still has to do his/her homework.

You're right, I cannot help you. But posts along yoru experience always help me, to feel confident in continuing to book my own trips... airfare, hotels, etc. I have never seen the benefit of using a middle-man.