Holidaymaker who paid $15,425 wants refund after outbreak led to change of Club Med resorts in Japan
He was told that one of the most premium and stress-free vacation that your family can have is at Club Med where you are treated like royalty from start to finish.
But for Stomper Charles, it wasn't to be, thanks to a norovirus outbreak.
The norovirus is a common cause of foodborne illness that leads to acute gastroenteritis.
The Stomper had booked the March 8 to 13 holiday at Club Med Grand Kiroro in Japan more than a year in advance through EU Holidays travel agency. He paid $15,425 for his family of seven that included two elderly people and his daughter of eight to see snow for the first time.
"After arriving in Sapporo, the night before we were going to our resort, we were informed by our booking agent, EU that there is a norovirus outbreak at Grand Kiroro and we had to choose a different resort, either Club Med Tomamu or Club Med Sahoro," recounted the Stomper, who chose Tomamu.
Club Med Tomamu is generally considered a four-star resort while Grand Kiroro is five-star.
"I asked my EU agent if we would be refunded any difference in price between the two resorts as we booked Grand Kiroro because it was their newly opened resort," said the Stomper.
"She misinformed me that Grand Kiroro might be new but was only four-star and does not have much of a difference in price. A quick check online shows that this is false."
The Stomper was told to enjoy his holiday.
After returning to Singapore, he wrote to EU Holidays, asking for a refund for the difference in price for the two resorts.
"I feel this is totally fair given that the virus outbreak at their resort was not our fault and we are only claiming for the difference and not any additional inconvenience fee on top of that," said the Stomper.
The travel agency replied that Club Med said: "The total cost for their Club Med Kiroro Grand trip from March 8 to 13 was $15,425, while the total for Club Med Tomamu was $20,687. They were also upgraded to interconnecting rooms and the extra fees were waived off in lieu of the last-minute change.
"In addition, neither Tomamu nor Kiroro properties have an official four-star or five-star classification."
The Stomper was shocked by the reply.
He said: "First, we had no idea where this $20,687 for Club Med Tomamu came from I have checked almost every available date and there is not even one where Club Med Tomamu is more expensive.
"Since my trip was booked one year in advance with a 35 per cent discount, they probably took the list price or last-minute booking price for Tomamu and compared it against what I paid.
"Last and most importantly, they mentioned that they waived off any extra fees incurred due to the last-minute change as if we were the ones requesting it!
"Hello? We had to be relocated due to a virus outbreak at Grand Kiroro! Had they forgotten that?"
He told Stomp: "I hope to share my story with other Singaporeans, some of whom may also be affected by what I experienced with Club Med.
"I also hope that Club Med can stand up and explain their stand as to why we were not reimbursed properly when they had to move us from a premium resort to a lower-tier one due to a virus outbreak."
In response to a Stomp query, EU Holidays and Club Med sought to clarify the travel arrangements involving Club Med Kiroro Grand and Club Med Tomamu.
A spokesperson said: "Following a rise in reported cases of acute gastroenteritis at Club Med Kiroro Grand during a specific period, we offered impacted guests the option to relocate to either Club Med Tomamu or Club Med Sahoro, in line with our commitment to health and safety.
"In this instance, the guest chose Club Med Tomamu and was relocated to accommodations assessed to be of an equivalent standard."
Interconnecting rooms were arranged for two of the three rooms booked to enhance the family's comfort.
The Stomper said: "Firstly, we did not make any request for connecting rooms. Secondly, when you make a hotel booking for two rooms, it is very common for them to put them next to each other or on the same floor when it is possible. I believe this is just common sense:
The spokesperson said a complimentary one-way transfer from the airport was provided to replace their original private transfer.
The Stomper responded: "When the EU offered to book me (paid NOT free) a private transport from the airport to Sapporo, they made the booking at the wrong time. At this point, I just lost trust in the EU that they can get things done right and took my own trains back to Sapporo."
Regarding the difference between Club Med Grand Kiroro and Tomamu, the spokesperson said: "We understand the guest was concerned that the relocation may have represented a downgrade in resort value.
"However, booking data from Club Med for the travel period of March 8 to 13, 2025, and at the booking time of the guest, indicates that Club Med Tomamu was priced higher than Club Med Kiroro Grand at the time.
"As resort pricing is dynamic and influenced by demand, seasonality, and availability, direct comparisons across properties or years can be complex."
The Stomper said: "Yes, prices for rooms fluctuate which is why I had to screenshot to show the difference.
"Since it is not possible to find out the exact difference in price when i made the booking back in 2024 nor the price of 2025, the most logical choice would be to take the price for an advance booking for March 2026 that would have been made a year in advance which is similar to what I did. This is an apple to apple comparison.
"I believe that the prices over one month in March is good enough justification that I have been short-changed and they sent me to a lower tier resort. It is not my concern of how the prices fluctuate over the year due to the demand for each resort as I am basing my claim on a snapshot in time which is the closest comparison possible.
"And most importantly, I want to remind them that it is a virus outbreak that is causing us so much inconvenience and all we want is a fair refund of the difference."
The spokesperson added: "We are in direct contact with the guest and remain committed to resolving the matter constructively and transparently. Our priority remains ensuring guests feel safe and supported."
The Stomper said: "I always had this impression that going to Club Med for a holiday means that everything will stress-free and well taken care of.
"Very sad to inform my fellow Singaporeans that this is very far from the truth, and they will deny any responsibility when things go sideways."
