Do not book with this company

Global Hoppers - www.globalhoppers.co.uk
★★☆☆☆
2.0
26.0% of users recommend this

Leonmcc's review of Global Hoppers - www.globalhoppers.co.uk

“Do not book with this company ”

★☆☆☆☆

written by Leonmcc on 30/08/2016

I booked a holiday to salou with this company, I had a few specific requests. I was taking my young child on his first foreign holiday with my partner. I booked all inclusive but specifically requested an apartment with a separate living and kitchen area from the bedroom due to my son going to bed earlier than us and also because he can be quite a picky eater so I wanted to be able to cook for him if needed and also have a fridge to keep cool drinks for throughout the night as I knew he may not deal to well with the heat, also requested we not be near any nightlife as all of us are light sleepers and somewhere that had good entertainment for the kids. Initially when I booked I was offered a room for a lot cheaper than what we paid but declined due to needing and apartment. They eventually found us somewhere that sounded great and reviews on trip advisor were brilliant so I paid by card there and then only to be told straight after that it wasn't actually the place the gave me the name of that it was a place a few doors away that had no entertainment but we could use all facilities of the other place and that we had to go there to eat. We'd paid and we're told there's nothing we could do so we just dealt with it. Then a good few weeks later on the day before we flew out I received an email telling they had over booked the apartments so we had been moved to another place, I contacted them immediately by phone to ensure that we were still getting an apartment and reiterated my reasons for this,i was assured these requests were still met. After flying to Barcelona and got transfers to salou we were dropped in the middle of the town and told to find our own way to the hotel, no directions or help, we walked up and down hills with my son and cases at 1am for 45mins until we eventually found it. Got to our room to see that we had this tiny room with nothing but 2 beds tight together and a bathroom. By this stage we were exhausted from travelling so went to bed only to be kept up all night with a nightclub right outside that went in til 7am. We had no fridge, no living area no nothing.. I tried to talk to the hotel manager next morning about moving who refused to come out and speak with me and told the receptionist to tell me to take it up with who I booked with. I spent the full first 2 days on the phone to global hoppers who basically kept telling me there's nothing they can do, it was the suppliers fault and there are no other apartments in the whole of salou which was rubbish. I was out extra expense on having to eat out of the hotel for my son. to be fair the food was ok for adults and they were great with the kids throughout but I paid a few hundred extra to ensure I got this apartment. We had to go to bed each night with my son as soon as he was tired but again kept up with the nightclub. I was told to send an email on return home where I could receive a partial refund. So now after 2 weeks of numerous emails and calls that most of the time aren't returned they told me it isn't their fault and they have contacted the supplier who isn't paying any refund or compensation. Not only that they also stated that on my second day there they offered me an apartment and said I turned it down which again is a load of rubbish, they are trying to cover themselves but I have every email from the day I booked. They won't take any responsibility for this and keep blaming the supplier who I also tried to contact but they only take calls from companies and not customers. I have rang numerous times and sent more emails which are just being ignored. I would not recommend this company to book your holiday, if anything goes wrong on the holiday you have no hope of getting them to sort it out. I will be sure that I let anyone I know that books with them never to use them. Customer service is atrocious

Ghcustomeservice's Response to Leonmcc's Review

Written on: 09/09/2016

It is difficult to be specific in this response as we know nothing of your particular circumstances. We are of course very sorry that you were disappointed with your accommodation but we must stress that we are not the accommodation providers – we are only agents for the companies that offer hotel rooms and apartments and we can only pass on the information we are given. If you were offered an apartment by our sales agent then that is the accommodation he or she would have booked with the supplier. You would also have been given an accommodation voucher which provided numbers to call for the supplier – Globalhoppers would not have been able to move you if you were unhappy; it would have been your supplier who would have had to address your complaints and take appropriate action as they were the party contracting with the hotelier or apartment owner.

With regard to the noise, I am afraid you picked a busy and popular resort and it is hard to find a complex with things for the children to do that does not also have adult entertainment on site – which means noise at night, whether from nightclubs, bars or restaurants. However, I can assure you we do not ignore complaints that are sent to us – even though we cannot answer them directly we are always happy to pass them on to the relevant suppliers for a response and if you have not had a reply to your own enquiry please contact us again via the link at the top of this page so our customer service team can look into this matter.

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