Written on: 18/04/2014
Booking Ref: - TT118895,
i would have give them no stars but no option to.
I would like to make those who are thinking of booking with this shamble of a company; aware of my nightmare of an experience I have had with this company. The pictures may be pretty and romantic but the level of care is shocking and their inhuman nature when presented with a complaint is disgusting. The prices maybe even tempting but you seemly get what you pay for, in the lack of their organisation and total disregard for any problem after they have taken any money.
As the service I have received has been unsatisfactory and very unprofessional. It appears to a very common practice from this company to offer a promise of service or a refund and for the action to not take place or to not materialise in full. My first dealing with the company was a simply once, booked a holiday at hotel and flights, those once they had taken the amount and processed the booking, within less than 48 hours notice before our flights on the 6th April, they advised the hotel was closed. On a later phone call on the 17th April 2014, I was told by a manager, who seemed to have little to no authority to handle the call or resolve to any form of satisfaction, the company had got into liquidation.
After several disorganised phone calls, by a pushy, insistent and less than sympathetic agent trying to offer a substandard hotel. My partner was offer little information on the new hotel but was repeatedly pressed to accept the offer. The callous, insensitive agent didn’t seem to acknowledge the disappointing situation we were now left with.
After I had researched the other hotel and found it to be lacking in the same facilities that we had chosen as suitable for our needs, the Kross Delta. The hotel looked to be of a substandard quality than the one we have selected. I can say I would not have looked nor given a second glance at the hotel we were presented with from Teletext.
I was shocked to learn that my partner, had been pressed to take this option instead of been given, clearer information, or the option to chose our own hotel from a given selection or a refund at this point.
We arrange our own solution to our holiday need and started the process of getting a refund, which appear to be easier said than done in the end as I was eventually offered a refund amount of around £363 and promised it show in my account within 3 – 5 working days, Monday – Friday. However, the promised refund amount or time scale did not materialise in full. I have been offered a shamefully lower amount in a refund of £329 that arrived in my account on the Wednesday 16th April. Ten standard days from the 3 – 5 working days promised. The time taken to process the refund is shocking a normal; BAC transfer takes 3 – 5 days and a faster track payment, 24 – 48 hours. I am fully disgusted that a senior member of staff didn’t try to notify us about the delay with any form of communication such as a call, email or letter. The lack of professionalism shown is totally unacceptable and second-rate.
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