Written on: 19/02/2014
This is relating to a previous and ongoing complaint regarding my booking through Travel Republic in August 2013. On arrival, the hotel had no record of our Travel Republic reservation, nor had anyone there even heard of Travel Republic. Eventually, they said they were going to "sort it out" and the in mean time we could check in to the room, on the condition that I gave them my card details "just in case", but would not make any charges without notifying me first. In September 2013 the sum of £50.15 was taken out of my bank account by the hotel. After talking to Travel Republic on the phone, filling out a previous Feedback Form, submitting the required evidence (my bank statement showing the charge being taking out), never receiving confirmation of receipt of my confidential evidence, and then having to prompt Travel Republic by phone that my complaint is still unresolved 2 months after submitting the evidence, I finally received an email from Travel Republic today. This email included a "final decision" from Destinations of the World that, because the hotel had provided them with "evidence" that a refund had apparently been given to me in August 2013, the matter was now resolved. A refund from the hotel was never received and I have checked my bank statements from August 2013 onwards. I spoke to another Travel Republic adviser on the phone today and they sent me the link to this second Feedback Form and have asked me to submit a copy of further bank statements (again). I have sent these to Travel Republic and filled out another Feedback Form. I find the lack of communication between Travel Republic - Destinations of the World - Myself is infuriating, especially as every single correspondence I have received from them has been from "noreply" email addresses. Making yourselves as difficult to contact as possible does not give good customer service. I am still out of pocket by £50.15 and Travel Republic are making sure that I will not be getting this money back.