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“USA Three city trip”

written by JoeBabs on 07/09/2016

Booked for a trip to San Francisco, Las Vegas and Los Angeles.
We have booked three holidays in a year with them spending a quite considerable sum of money.Before setting off the Darlington Branch or rather a male employee printed off the tickets without actually the tickets for the two internal flights, my wife spotted this on her return home, back the next day and it took three members of staff between them numerous attempts to work out what to print, again my wife was assured that we now had everything we needed, returning home and sitting down again she then spotted that my internal flights were missing, third attempt/visit, this time they again said that now everything was accounted for. On landing in San Fran. the details sent us to a transfer company outside the terminal, all was well until our arrival at the hotel and then the driver insisted he take our only copy of the paper which as you know is pretty much all you get these days,seemingly we should have had two, one for our return although how were we to know this. Hays deny any of this happened even to the point they say we did not speak to a rep at the airport, except we had to so we knew which mini bus to go to.After spending time contacting Hays via email they did email us the copy we needed, so easy to have printed off two at home, thing is i don't think they they knew themselves, you be the judge.The rest of the holiday went well except in Vegas the hotel there gave us a slum of a room which we refused, they then offered another, all in a hour or so of waiting, the second was a disabled room and you can imagine it was functional and not what we had booked but we did not know this until check out,we asked what grade the room was and we were told standard but the guy said you should have had a deluxe !! again we just didn't know it wasn't as we had no measure......we were told by a staff member in the hotel the rooms you see in a brochure are there to make it look nice !! what a statement but true.The very least we thought for the hassle and rubbish rooms bearing in mind what we have spent with them in a year also, was the room premium deluxe over and above the standard refunded.
They have refused to acknowledge they have caused any problem and again tell us we are mistaken and why didn't we refuse the second room, if they are sending folk there surely they should take some responsibility and ensure thousands of miles from home you get what you pay for.Their attitude and accusations we are liars means we will never set foot in there again, we have just booked another holiday for November and so they have already lost one sale.
We write this purely out of frustration and being accused of lying and hope it will help others realise they cannot rely on them to guide or provide or admit fault.