(1) Hotel room furniture - Bed broken in middle

The investigation Team interviewed the staff responsible
for cleaning the room and concluded that you must have
been 'Going Like Rabbits' as the bed was in A-1 condition
before your arrival.

(2) Rats running around in hotel room

A sign was posted at reception and by the hotel
swimming pool that the Medusa Palace Hotel
had recently opened a sanctuary for a rare
breed of rat native to Tenerife.

The fact the sign was in Spanish is not an excuse.
You are visitors to this country and as such are
responsible for your own method of communication.

It is unreasonable for you to expect signs in English
when you are in a Spanish speaking country. The
fact that the hotel caters exclusively toBritish tourist's
all year round is also not an excuse.

(3) Signs warning of Rat sanctuary Not-evident

Unfortunately during your two week stay at this
complex the signs warning of the newly opened
rat sanctuary were not evident as they were
being repainted.

This was mentioned to you via a hand written
letter placed on your message board at reception.
The letter was in Spanish. The fact you did not
know a message was available is also not an excuse.

(4) Poor quality Cold food

Whilst investigating your complaints the team
stayed at the Medusa complex for the duration
of the inquiry. Having spoken to the catering
staff it was made clear that 'Cold' food is a
specialty of the hotel.

The head chef claimed the many holiday
makers who visited preferred eating their
meals cold as it meant they did not have
to worry about the long queue that often
builds up due to the lack of serving staff.

As this is a normal catering practice of the
hotel we there for feel it is unreasonable
for you to expect hot meals in the restaurant.

(5) Bathroom facilities - Shared

We understand you were not made aware that you
had to share your bathroom facilities with 12 other
rooms on your floor. The Medusa Palace prides its
self with a close family environment and as such have
designed their hotel to reflect this fact.

As such you do not have a case to complain and
should be happy the hotel is making great efforts
to encourage a unified atmosphere.

(6) Hotel Location - 5 minute walk to beach

Although it did state in the brochure that the
hotel complex was located a mere five minute
walk from the beach the fact it was actually
located one hour away by bus does not hold
grounds for complaint.

Many hotels in this district are located far
from the beach. If you had spent time looking
up the location on a map before you booked the
holiday you would know this.

(7) Hotel Entertainment Program - None

We have inquired about the lack of
entertainment at your hotel and have
concluded that suitable daily and evening
was available on a daily basis.

The animation director, De'larn Fe-teen was
responsible for the bulletins being posted
each day and assures me that they were
clearly posted in the entrance of the
entertainment building. This was located
at the foot of the nearby beach.

(8) Your Hostage taking situation

It is with regret that you were held hostage
in your hotel room for three days but this
company cannot be held responsible for your
unfortunate situation. It is true the holiday
brochure did not mention the complex was located
next door to a maximum security penal facility.

This point cannot hold us responsible as we were
not aware of the relationship of your abductor
to the hotel manager Carlos Bennitino. At no time
did we suspect his brother resided in the said
facility. It is therefor clear to us that we again,
with regret, refuse to accept liability.

(9) Your return flight - Left stranded

It is true that your return flight was diverted to
Nigeria and that we left you stranded for six days.
As we do not have a rep in that location it is most
unreasonable for you to expect effective, regular
communication on this matter. We did eventually
fly you home via Sudan, Libya and Iraq after a
further four days and feel we followed our standard
obligations to the to the letter.

And finally

Paradise Holidays would like to make it clear
that all the points mentioned above have been
answered to our complete satisfaction and
that no compensation will be paid out on this
occasion. Thank you for your letter and look
forward to receiving another holiday booking
from you soon,

Yours Faithfully,

P.P.Pritchard - Client Complaints