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“Seems ok, until holiday goes wrong v poor customer service”

written by abcd7 on 12/09/2014

You get some ace deals and money off this site which have been amazing. I have used them many times without problems. Sadly you only find out how good a company are when things go wrong or you need to change your plans before your holiday. Like most holiday companies, they are inflexible and only refund a percentage, if you need to alter your holiday plans.
I always research the hotels before booking and all were as expected, except for one occasion. On the way to Gatwick, I realised that I had not bought my hotel voucher and phoned them straight away, did not have number on me but text friend to look up the out of hours service. It was a joke they said they could not help without the booking number which I obviously did not have as I had left it at home, surely a name should be enough for them to search the records? Luckily, Gatwick has cheap internet and you can print things off.
The holiday got worse, I was stuck in a hell hole in the middle of nowhere which was really not as described and was quite scary on my own. I spent a fortune calling low cost from abroad, to be kept waiting or put on hold, my phone bill was £80 which was more than the hotel cost. Eventually after a few days, they agreed to move me to another hotel, if I paid for it???? I had already paid for the hell hole that I was in. They also had the cheek to ask me to pay double the cost that they advertised on their website as they thought I was captive customer on the phone and without the net. Huge joke as if this was the only solution, they could have told me on day 1 not day 4. As well as forking out for a new hotel, I had paid to use an internet cafe.
Judging them on when you just make a booking on the net and do not need to actually deal or speak to them is not really fair, as your holiday is down to the hotel and people there which low cost know nothing about. Considering that they were not willing to help a paying customer and only tried to rip me off and use delay tactics when things went bad shows how poor their service is. I did state that I was a lone, disabled female but they still did not care. They must also be used to customers leaving without accommodation vouchers and should be able to look them up by name. Very poor customer service, ended up being an expensive hol as I had to pay for another hotel and £80 phone bill plus endure a 3 nights of hell in a dodgy, remote dump of a place which could have been avoided if they were honest during the first call and said they do not switch people. Spoke to people on social media who had the same issues with them. Unfortunately, there is nobody to write to and complain about to to try and get a refund. They get around being affiliated to watchdog services by booking everything seperate and not as a package.