Gozo hotelier on attempted fraud charge

A. Camilleri

Aug 21st 2008, 17:30

It is the 21st today. What action has been taken against the Serena owner so far, following the barrage of charges against him recently? Nothing apparently, and we all ask WHY? And there has been an advert in a local newspaper recently advertising the same hotel as offering special weekend in October for the opera presentations in Gozo; wow, now isn't that going a bit too far!

David Brincat

Aug 13th 2008, 17:38

We have just came back from our 1 week family holiday in Gozo where we stayed at the Serena Hotel. I have stayed at several hotels in many countries, and as far as I remember the norm is to pay the bill while checking out. At the Serena Hotel, you have to pay the bill as soon as you check in and no fiscal VAT receipt is ever provided (our bill was more than 600 euro, including the deposit). Perhaps the VAT Department should have a closer look at the way this hotel operates. The hotel manager tried to overcharge me by 122.50 euro for insisting that my daughter (who is 2 years and 10 months) should pay half price for the duration of the holiday. However, my daughter used the cot provided by the hotel at the rate of 5 euro per night and I was indeed reimbursed with the 122.50 euro on checking out. However, the hotel manager never mentioned the issue of the age of kids when I called in June to make the reservation so please be wary about this issue, because the hotel will charge for half price for kids over 2 years.

Michelle Sultana

Aug 12th 2008, 17:05

I with my family were one of those stupid ones that fell for a deceiving advert placed on the News Paper beginning of this year. The advert stated a stay in an EXECUTIVE SUITE with a sea view. We soon realised it was no more than an apartment overlooking the roofs with a glimpse of the sea lacking all the executive services!!!To add to the insult we were never informed that the so called hotel was under going some maintenance. After a couple of hours we notified the owners that we would like to check out and requested our money back as nothing was as stated on the advert. Instead all we got were insults and at one point a
pen was thrown at our direction. We immediately filed a report and the police took action. A court case is still in process. I informed MTA and till today nothing was concluded. I contacted BOV (cards department) and was told that I have the right to retrieve the money however I was informed that there wasn't enough proof.I was told this after the bank realised that the Mr. Vella is also their client.... Justice!!!!!!!!!

J.Buhagiar

Aug 12th 2008, 01:19

No ammount of quality effert and investment by MTA can ever offset the damage that this guy inflicts on the Maltese tourisim industry.

My wife and I and our four kids together with her sister husband and two kids booked a week's holiday quite a few years ago. On arrival we were told the hotel was fully booked. I asked the receptionist if our booking had reached them since it was confirmed and she said yes it did. I asked if she had our telephone number - she did. So I asked to speak to the owner and complained that it was "unaccptable" to let two families with kids arive at the hotel only to find that it is fully booked while no one even bothered calling us at least a day before. As soon as I said unacceptable I can never forget what he said "jien x'nigi nitnejjek minkom"

One thing is certain. We never book a holiday in any hotel in Gozo since then. I cannot see how after so many complaints placed with the MTA - his licence is not revoked.

apgrech

Aug 11th 2008, 21:14

Most of the statements and declarations issued by several government departments are nothing but bs. This incident has confirmed that a alot of what is stated by the MTA is "bzar fl-ghajnejn" to let us think that they are doing something.

I solemnly declare MTA, HOPELESS.

Andrew Calleja

Aug 11th 2008, 19:28

So much money is spent into commissioning reports and nothing is done about them. MTA quality assurance... such a fancy title and nothing got done. The classical syndrome affecting government departments. no one is accountable!!

Jasmine Grech

Aug 11th 2008, 19:01

I found the EU Consumer Affairs info is helpful. Hence, I would like to encourage the holiday maker/s to find out more about their rights relating to Timeshare, hotel accommodations, travel/holiday packages amongst others which are enforced by the EU .

"As an EU citizen, you have a wide range of rights enabling you to feel safe and confident while travelling both within the EU and further afield."

"EU law says that the travel organiser has the obligation to provide accurate information on the package proposed, including information on transportation, accommodation, meals, itinerary and insurance requirements."

See the link below:
EU Consumer Affairs : http://ec.europa.eu/consumers/citizen/my_holidays/index_en.htm

Andrew Gatt

Aug 11th 2008, 17:35

10% of all complaints last year were about the Serena Hotel.!!!!!!!!! That's bad enough. But until this disgusting story broke, the MTA seems to have had it's head very, very firmly in the sand ............
Oqghod onfoq il-miljuni fil-marketing..................

john craig

Aug 11th 2008, 17:15

In 2001/2 my wife and I booked through a club for a 2 week stay in the Serena , Xlendi,
On arrival we were " requested " to up-grade for a front view, at a cost, we did.
We were then told that we were require to pay for all utilities.
We disputed these charges as they were clearly stated in our club venue brochure as included.
After some time he agreed with our reading of the conditions.
During the first days , he required us to sign for our meals. This stoped for no reason after approx 6 days.
On returning to the UK we found that our Credit Card , that he had during the initial 20-30 mins during the booking-in and the dispute as to costs, had a £360 additional deduction for Utilities, which I,d never knowingly signed for.
I reported thecase to both the credit card company and the tourist board in Malta.
By chance we were holidaying in Malta the following year and I appeared in court on Gozo, with the tourist Inspector, confronting Mr Vella regarding the case, without any known result.

Joe Tabone-Adami

Aug 11th 2008, 15:46

"Guests said they made formal reports to the Police and the MTA, but have not been refunded or compensated". These reports make up, we are told, one in every ten of the formal complaints received by MTA And then, MTA and its Parliamentary Secretary launch a "marketing fund" to make up for the damage caused to Malta's image by the Transport Federation strike last month!! I would suggest this fund also draw upon the sum that the Serena owner could be fined by our Courts. Or will the matter be 'dismissed' with a suspended sentence (duly framed with non-reflecting glass)??

c.caruana

Aug 11th 2008, 14:13

10% of all complaints received by MTA concerned the Serena hotel... Mr. Frank Farrugia should have gone on to explain why no action was taken against the owner. otherwise people will tend to start adding one and one and getting two for an answer.

L Camilleri

Aug 11th 2008, 13:10

"10 per cent of formal complaints submitted to the MTA last year concerned this particular hotel - the vast majority filed by tourists claiming their credit card had been used without authorisation or that they were unwittingly charged for services" MTA Quality Assurance director Mr Farrugia. Did MTA or Mr Farrugia take any action to check the complaints? And in the affirmative what did they do?

apgrech

Aug 11th 2008, 12:21

The Times reported above: "MTA Quality Assurance director Frank Farrugia told The Sunday Times that 10 per cent of formal complaints submitted to the MTA last year concerned this particular hotel "

What did MTA do with such reports? Did they put them in piggy bank? Why is it that when there are so many complaints the government is so slow in taking action? By doing so, they are working against their own goal, that to bring more tourists.

I'm starting to suspect that I care more about the tourism in Malta and Gozo than the MTA do.

apgrech

Aug 11th 2008, 12:16

It's about time the EU goes through the ads on the internet and ban those travel agencies which are ripping off their customers. Heavy fines should be imposed on misadvertising by irresponsible companies.

I checked some "low cost" prices Malta-Catania-Malta and prices ranged from €462.00 to €2207.00 - yes, special fares indeed unless I'm misreading something.

Maybe our Simon Busuttil could be the hero to try to put an end to these insulting and destructive schemes.

Lino Scicluna

Aug 11th 2008, 11:49

It is rather strange that the MTA and the police have known about this individual for years, and only now that the Times finally mentions the hotel name, is something done about it. In the past, whenever an establishment made bad news, they were never named. Name and shame works wonders to show tourists what to steer clear of, and may also help Malta with tourism. The MTA should also be doing more investigative work because even up to last night this hotel was being advertised as a five star hotel on the internet when it is supposed to be a two star.

J Oatmon

Aug 11th 2008, 11:31

Lets hope this guy (if he is found guilty of multiple frauds, as alledged), gets some jail time and a hefty fine and is made to repay all the money stolen.
I hope he does not get another one of these useless 'suspended sentences' (which seems more like a 'let off' to me), or he will keep on doing the same thing again.

Sandra Agius

Aug 11th 2008, 11:30

About time this person is brought to justice.! I am a time share owner who is stuck with a timeshare ownership at Serena Beach Club, which is currently worthless to me as I cannot exchange through any exchange companies (nobody wants anything to do with Mr Vella!) Are there any more time share owners in the same situation who feel cheated????