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“We have been clients of destinology since 2008 &...”

written by on 18/04/2011

We have been clients of destinology since 2008 & during that time we felt our contact was excellent.



Pricing over the last 2 years has got less competitive but they have always matched any better price we had been given.



Our first issue with handling a problem took place last year due to (we) picking a hotel that was new with lost of teething issues & not what we were looking for - so on day one we (we were happy to pay for additional cost) requested a hotel change (7 day holiday) it took just over 2 days for them to find a hotel which in fact was a B&B no pool! We felt at the time we had received good service from our contact that was on holiday when this took place so we booked again with them.



We thought we received personal attention by our contact & though she is aware of certain things we require in our room e.g. double bed, bath with shower she failed to check this (normally travel agents book these things specifically as not all hotels have all facilities in all rooms) when booking & when we arrived we found the hotel was shower only. I take a certain amount of responsibility as this hotel was one at the time not on their listing but they added it before we arrived at the hotel. However she was keen to have our business & I felt a level of loyalty to her. The hotel & staff were lovely but we decided, as this was a special occasion to ask to be given alternate suggestions. In the end we were given 2 one was a hotel we had rejected & the other when we went to check it out could not accommodate us for the full duration. After spending over 6 hours trying to resolve this we stayed put. However my real issue was the rude & "could not careless" attitude of the Customer Service contact who spent more time explaining how it was my fault regarding the booking than solving the issue. On my return I sent an email to both my travel consultant & the Customer Service department & still have heard nothing from anyone at the company. The true sense of who & what a company is, are not in the pitching to take your money but how they handling a problem. To see if Customer Service understand that in that moment of wanting help they know you can be stressed & have looked forward to a holiday & planned it for perhaps some time & that the best action is to help get it resolved as quickly & caring a manner as possible. Then to allow you're travel consultant to work out what can be done to avoid this happening again so -

A) They keep you as a client

B) Praise is even greater when a problem is solved

C) They don't have to see a poor review!