ASA Adjudication on Louis Hotels Public Company Ltd
Louis Hotels Public Company Ltd
Hilton Park Hotel
1, Achaion str.
2413 Egkomi
PO Box 22013
CY - 1516 Nicosia
Cyprus
Date:
21 March 2012
Media:
Internet (on own site)
Sector:
Holidays and travel
Number of complaints:
1
Complaint Ref:
A11-180585
Ad
The website www.louishotels.com, which promoted a hotel in Cyprus and was visited on 6 August 2011, stated "Leisure & Sport facilities: indoor pool (adults only)".
Issue
One reader challenged whether the claim that the indoor pool was "adults only" was misleading and could be substantiated, because their experience of the hotel led them to believe that it was not maintained as an adults-only pool.
CAP Code (Edition 12)
Response
Louis Hotels Public Company Ltd (Louis Hotels) stated that they had had an adults-only swimming pool since the summer of 2006. They said there were signs at the entrance of the pool and within the pool area which stated that the indoor pool was for adults only, and that the swimming pool attendants were expected to ensure that children who entered without reading the signs were asked to leave immediately. They said the first occasion the complainant notified them that children were in the pool (on 12 July 2011), the children were removed, the attendant was instructed to be more vigilant and the parents of the children were made aware of the situation to help avoid a recurrence. They said they received a second complaint about children in the pool (on 17 July 2011), and that the children were once again removed immediately by the attendant. They explained that they did not believe it would be in their interests to advertise facilities that they could not provide, and they believed they had the appropriate measures in place to ensure the pool was reserved for adults only. They provided a copy of the roster for the swimming pool attendants on duty throughout the complainant's stay, a copy of the complaints log and photographs of the signage around the pool.
Assessment
Not upheld
The ASA understood that the complainant's enjoyment of their stay at the hotel had been affected by three instances of children playing in the designated adults-only swimming pool, the last of which had not been reported to hotel staff because it occurred on the final day of their stay. However, we noted that signs were in place to explain to guests that the pool was for adults only, and we noted that attendants were on duty at all times and were required to look in on the indoor pool to ensure children were not making use of it. We also noted that steps had been taken during the complainant's stay to respond to the issues raised, by telling staff to be more vigilant and also speaking to parents of children found in the pool. Although we acknowledged that there had been issues with ensuring children remained out of the pool throughout the complainant's stay, we considered that Louis Hotels had put in place reasonable safeguards to prevent children entering the pool and had taken the necessary remedial action when necessary. We therefore concluded that the claim to have an "adults only" indoor pool was unlikely to mislead.
We investigated the ad under CAP Code (Edition 12) rules 3.1 (Misleading advertising) and 3.7 (Substantiation), but did not find it in breach.
Action
No further action necessary.
