Poor customer service

I have booked an Italian holiday with the website. The initial booking process was very simple and convenient. However closer to the holiday I have inquired with the hotel staff whether everything was ready for my stay and to my amazement I was told that they could not accommodate me. There was no contact from lowcostholidays with me in terms of this issue and I discovered it purely by luck. Luckily, the hotel owners in Italy were kind enough to give me an upgrade and transfer me to their sister hotel. While on the way to the hotel in Italy, I received a cal from lowcostholidays stating that there is a problem with my stay and I could not stay in the original hotel (which I already knew anyway). On the phone they offered me a replacement hotel, which did not meet the criteria of the initial hotel and since I already had a hotel provided, I refused this offer. Had I accepted it, I would have ended up in a worse hotel. Overall my trip was amazing and the hotel I ended up staying in great, but this was not an accomplishment of lowcostholidays and it could have ended much worse.