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“Not what I had booked”

written by susanaarons on 09/10/2015

Was initially impressed with this hotel company after reading reviews, so booked with them in June of 2015 for holiday in Portugal in October 2015. Having stayed at the hotel apartments last year, I was careful to make sure I stayed in the hotel's resort and spa apartments for this year so that if I returned a third time, I could compare where would like to stay.

Upon booking, I got confirmation and found to my annoyance, that I was booked into the apartments that I had stayed in last year. I phoned the company straight away and was assured this was not the case and therefore got them to send an email stating that I was booked into aprtments in the main hotel resort and spa.

Two weeks before departure happened to telephone the resort hotel and spa and they had no confirmation of my booking but while I waited they checked the apartment reception that I had previously stayed in and they had my booking. I then telephoned the Customer Service Manager and informed I was not happy with this. He assured me I was booked into the main hotel, but I knew it was full as I had been told. He also mentioned that his supplier only give out names one week prior to arrival. This was absolute tosh, as I managed to locate the booking with the hotel direct.

Of course when we arrived it was into the same apartments as last year and I could not do a comparison. I doubt I would ever book through this company again as it cost me over £75 more than if I had gone direct for the same accommodation as last year and at any rate this was not what I had booked at all. Perhaps the Customer Service Manager could contact me, He knows who I am, before I take this up with the Association of British Travel Agents.