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“What a shambles”

written by SandIonholiday on 07/06/2017

Arrived in Cancun from the UK. Went to the advised meeting place but our transfer agent wasn't there. There was a man helping people with their onward journeys who looked at my paperwork. He said he hadn't seen anyone from that transfer provider all day. We rang the number on our paperwork for the transfer provider to be told it was cancelled and to take it up with who I booked with... Hoppa.com. The following day I filled in the online complaint form, automatic reply.. Hope to respond in 8 days but allow upto 14. No good when only away 7 days. Filled in prior to departure complaint form, automatic reply... Respond with 24 hrs. I got a response in 12 days from this 24 hr service advising they were looking into it! I rang the emergency number in Uk 3 times, waited a total of 21 mins...still not got to talk to anyone on this number! The concierge in the hotel rang the provider re my return journey to the airport only to be told that had been cancelled today! On day 16 after my...allow us 14 days, I phoned a number I found on Internet. From that call I got an email to say they had refunded 50% of my payment. What an absolute insult. I have contacted again asking for full 100% refund as they failed to provide any transfer for me thus not fulfilled the contract I had with them. I am awaiting this response.
I appreciate things can go wrong but it is how a company then manages these incompetences that good vets them their reputation. I have had to chase my complaint every step of the way. The U.K telephone number gets answered in Africa!
What an absolute shambles. In my opinion hoppa . Com are unreliable and incompetent. I won't use them again and would definitely not recommend them to anybody!