WE stayed at this appalling Hotel back in August 2011 and had a terrible time resulting in us changing our hotel whilst there.
When we got back I complained to our travel agent regarding the matter and below is the last response I had from them 5 months later !
Dear Mr B.......,
We are writing with reference to your recent email sent to my colleague L.... C..... in regards to your recent response and we regret that you remain unhappy with the response received.
Please be advised that having checked the booking details once again, we can confirm that you were indeed charged to move hotels while you were in resort. Please be advised that the charges involved were the net cost of the difference between the cancellation at the original hotel Frigola Lloret and the charges for the remaining nights at the Don Juan Hotel. Please be advised that although both properties are officially rated at 3 star, the Don Juan is a more expensive property due its more recent renovation and also its preferred location within the resort. The Hotel Frigola is a more dated, basic, 3 star property and this is reflected in the price you initially paid for this property. In view of this we would be unable to offer any refund of the charges made at the time of the change in resort.
We regret that the chosen accommodation did not meet with your requirements due to the noise and your unhappiness with the food being served. In regards to your comments concerning the lack of air-conditioning and having checked the description that was available to you at the time of your reservation, we can find no reference to this service being listed and it is therefore unclear why you would have expected this to have been included. We have checked our complaint records dating back to May and would like to advise that we have received no similar complaints concerning the food or indeed any of the issues you have raised and we regret that your personal expectations were not met on this occasion.
We would again like to apologise for any further inconvenience caused by the incorrect information provided by L..... in her initial response. We would like to thank you for taking the time to put your comments into writing as it is only on receipt of such that we are able to maintain and improve the level of service we deliver to our clients now and in the future. We look forward to assisting you with your future travel arrangements should you afford us the opportunity and should you wish to utilise our services for your future travel arrangements, please call our freephone number on 0800 077 6824 where you will be assisted personally by an experienced travel professional.
E... P... (C.C.B.T)
Customer Relations Manager.
I strongly advise people to complain to their travel agent if they encounter problems whilst away because they are ruining peoples holidays and just try to sidestep any complaints. I cannot believe that nobody else has complained about this Hotel just look at the reviews (although The Frigola was reviewed as the Flamingo/Frigola until very recently when Trip Advisor removed all Frigola reports from the Flamingo reviews).