Avoid!

It is a shame that I have to give this company 1 star as they don't even deserve that.

I booked a holiday for myself and my children to go to Gran Canaria. The night before we were due to travel I get a call on my mobile to say my accommodation is overbooked so they are giving me an alternative. I asked what hotel and he said he couldn't say and would send me an email.

The email arrived - the hotel was in a different resort and was inferior to what I had booked. I called them, it went to answer machine. I emailed back to say that this was an unacceptable alternative and that I would like the accommodation I booked or a refund. I heard nothing. I emailed them from the airport the following morning as they were not taking my calls. I again asked to cancel and refund my booking and this request was ignored again.

I was then told that they were doing their best to sort it out and the resort manager would contact me. We were delayed 8 hours and arrived at 6am. I had a transfer booked to the original hotel and we went there with our original accommodation voucher (which looks fake)
and was able to check in. At 10am we were called to say that there actually was no booking for us, the voucher was indeed fake and I would have to pay £220 per night. They also said that they were not overbooked!

I contacted 321 Travel again - they said that my accommodation was at the other inferior hotel and I was clearly advised of this. They offered me £150 in vouchers. I refused. And on looking at their website you can only redeem £50 on one booking. I never did hear from the 'resort manager'.

We also had no booking of baggage with the airline despite ordering this. Thankfully they let us check it in free of charge.

Upon my return, I issued a complaint. They told me my complaint had been escalated to senior management and they would respond within 28 days as per 'standard trade guidelines' - they didn't respond to my request for a copy of these. 28 days has now passed and I've heard nothing.

I have now taken this to small claims court as I feel I have no other choice, I'm also going to contact the airlines with regards to non booking of baggage, and will contact the industry watchdogs about their practices.

We work hard to earn our holidays and then a company like this ruins it. They should be struck off. Please do not book with this company!!