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★☆☆☆☆

“Hotel cancelled!”

Written on: 03/07/2013

I booked two hotel rooms in Reykjavik with Travel Republic. The booking form was very unclear as to whether I was paying at the time of booking or direct to the hotel, and I received several confusing emails after I booked. One email told me that the price of one of the rooms had increased and asked me to approve this - I did so immediately as it was only a nominal increase.

When we arrived at the hotel late in the evening, we were told that only one room was booked as the other had been cancelled! The hotel would not refund the money for the one room, as they said they had already paid commission to Travel Republic. They were adamant that my payment must have failed (which it definitely hadn't) or that I had cancelled it, even after I'd explained the circumstances and offered to show them the booking forms. We ended up having to find another hotel late at night in a city we didn't know, and at considerably greater expense.

On my return I complained to Travel Republic. I've had no explanation for why this happened - they seem to blame it on another agent, but don't give any reasons why - and no real apology. They initially said they'd pay £50 compensation to my account but now (again without any explanation) they've said that this isn't possible and that they'll send out a cheque instead, in up to 28 working days. So nearly two months after the holiday, I'm still waiting.

I'll certainly never be using them again!