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★★☆☆☆

“Customer Service appalling!”

Written on: 01/03/2012 by frequenttraveller (1 review written)

we booked this holiday to Crete in December 2010 and travelled in September 2011,to a 5 star hotel.when the vouchers arrived the room description said "garden view"whilst we had paid for a "sea view"room.we had noticed this discrepancy at time of booking,when we received confirmation e mail but were assured it had been rectified,and even received an amended e mail to this effect.after numerous phone calls prior to departure we were told it was impossible,in view of time,to issue revised hotel voucher,but they had spoken to the hotel directly and sea view room was allocated to us.surprise surprise when on arrival at the hotel, after an interminable journey dropping off at lots of different hotels,there was no sea view room available and neither the manager nor any of the staff had received a phone call.numerous phone calls to Broadway to complain were unsuccessful,as the hotel was full and no sea view rooms were available.We gave up after 2 days so as not to spoil our holiday as the garden room was acceptable.It has taken until now ie.march 2012 to receive a somewhat less than satisfactory refund.After numerous e mails we were offered a refund of £50 which was the amount we had paid for sea view upgrade.We had asked for some compensation for cost of numerous mobile phone calls from Crete and for the inconvenience and upset.After another protracted e mail correspondence we were eventually offered £70 as we could not supply detailed telephone charges!On a positive note the hotel was lovely "Iberostar Mirabello Beach",and the price was very competitive.However our experience has resulted in us never trusting this company again,especially in the current climate where air lines etc are liable to fold abruptly.I would have no confidence whatsoever in this company being of any assistance if the worst happened overseas.