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“Purple Travel - £1400 for a futon in an AWFUL hotel!”

written by Smccormack on 06/08/2014

I booked a holiday to turkey with this company as it was the only one who still claimed to have availability in the hotel of my choice.

Upon arriving at the airport the flight was delayed by over two hours (admittedly no fault of purple travel) so by the time we arrived at our hotel it was almost 3 in the morning local time and everyone was very tired. We were told that they had no booking for us and had no idea why we were there. I attempted to call the emergency number provided but got no response. My son became very upset and distressed and had to be consoled by the hotel staff who were lovely. It took 45 minutes to find out that our hotel had actually been changed and only because the hotel staff rang around trying to help us. We then had to pay for a taxi to the next hotel where they took us to our room. The room was below par, there was one double bed a sofa and a very small futon that was too small for even my child to sleep on. The room came with no bedding, the water was cold and the food was inedible and complaining to the hotel staff was useless as they barely understood English.

I called purple travel first thing in the morning and was promised the hotel would be changed and someone would get back to me in a couple of hours, nobody got back to me that day and I finally received a call late afternoon the following day to tell me that I would be moved the next day. I explained that it was not good enough and that I had booked excursions and would be out all day that day and the next. I also explained that after half a week it was not good enough to move me halfway through the holiday and expect that to be an acceptable resolution. This was met with a simple 'ok' and I was informed it was not the fault of purple travel as they had not been informed themselves of the hotel change.

On the last day we had to walk half an hour back to the hotel we should have been at, up a steep hill with cases in the 40 degrees sun, as the transfer company did not know that our hotel had been changed and refused to pick us up from Asena. This holiday cost me over 1400 pounds for me to sleep at a run down hotel with inadequate beds and bedding. When I book with a company I expect them to confirm that my booking plans went ahead fine, so to say it is not their fault is just unacceptable and lazy on the part of the company who took my money but done no follow up to confirm everything had gone ahead smoothly. This company should be double checking that their customers get what they paid for especially as they seem to have this problem a lot, judging by several reviews I have read since where many customers have had the very same issue.