'Further to our recent telephone conversation in regards to your Goldtrail complaint, I am writing to confirm that I have now viewed the video you took at the Litera Etap Altinel and can of course appreciate your feelings in connection with the standard of accommodation and facilities provided. As stated last Thursday I was hoping to view the video with Phil Ashwell our Retail Sales and Operations Manager however he is currently off sick at the moment, but please be assured as soon as he returns I will bring this matter to his attention.
In the meantime I have began liaising with our contact at Goldtrail to ascertain their position in relation to the Litera Etap Altinel, in particular the complaints received and what the possibility is of them perhaps putting the hotel on stopsell whilst investigations are carried out, and I await to hear from them. As soon as I get a response I will let you know.
In relation to our own bookings to the hotel, as you are aware we have recently advised our shops of the problems you encountered and to advise any potential customers accordingly. We are also conscious that we have not replied to your question in relation to how many specific complaints Midlands Co-op have had about the hotel, I can advise that since the Watchdog report we have had 65 customers stay at the hotel with 4 complaints (two of those being yourself and Miss Begum.) None of these complaints were made prior to you booking or travelling to Turkey, therefore as a Travel Agent we had no knowledge of any issues.
We understand that Goldtrail holidays have acknowledged your complaint if you have not received it already this has been sent from our Sheldon shop.
Mr Gray please be assured that it was never our intention to be seen as passing the onus onto Goldtrail holidays, but we are sure you can appreciate that as per the ABTA's (Association of British Travel Agents) code of conduct on such matters we must allow them to investigate the matter first, and as your travel agent we will of course intervene if necessary to assist with the complaint'
