Jet2holidays has been forced to apologise after holidaymakers took to social media to complain that a hotel they had booked in Portugal was not ready to take them.
Refurbishment of the Jupiter Albufeira Hotel on the Algarve was due to be completed this month but has been delayed until July 1.
The operator’s website features artists’ impressions of the completed hotel with a note saying the property is undergoing a full refurbishment for summer 2018.
However, following consumer complaints about the work to the hotel not being finished in time, the operator took to Twitter with a lengthy apology.
Jet2holidays said: “We appreciate that many of you have had ongoing concerns regarding the late opening of Jupiter Albufeira Hotel, and we would like to offer our sincere apologies to anyone who has been affected.
“Situations such as this are extremely rare and we have been working hard with the hotel to understand the reasons behind the delay, and to ensure the facilities are completed to the high standards that we and our customers expect.”
The company added: “On this occasion we accept that we have not kept customers as informed as we should have, so we hold our hands up and assure you this is not our normal standard of service. Again, we apologise for this.”
It went on to say: “We are extremely pleased to announce that the hotel management team have confirmed Jupiter Albufeira Hotel will be open for business from 1st July with a range of fantastic facilities, including a swim-up bar, pool bar, lobby bar and rooftop bar, all of which are included in the all inclusive package, as well as three restaurants, waterpark, splash park, indoor spa with hydro circuit and a fully equipped gym.
“Please continue to visit the Jupiter Albufeira Hotel page on our website, which we will be updating with new images.”
A Jet2holidays spokeswoman added: “We would like to sincerely apologise to any customers who have been affected by the late opening of Jupiter Albufeira Hotel, which is a brand new addition to our programme for summer ‘18.
“We have been assured by the hotel management that the hotel will be open for business from 1st July.
“Situations such as this are extremely rare, and we have closely monitored works at the hotel to ensure the facilities are completed to the high standards that we and our customers expect.”