We book our holiday via a travel agent Omni Travel in Ghent Belgium they via their agent Best Holidays in Sri Lanka arranged at high cost a 14 day tour of Sri Lanka. It started badly upon arrival at airport when the car provided for the tour could not get our luggage into the boot ( 2 suitcases and 2 carry on) and we had to travel with the front seat full, the driver/guide aged 72 years was always tired and need to sleep most afternoons. The car was 7 years old and the Air Co was so dirty that we all were made sick, one of us getting a lung infection that need antibiotics.The driver constantly wanted to change the itinerary says we should not visit Sigiriya, Horton Plains and other places where he could not, due to his age climb or walk with us. The first hotel we were told and we paid for a 4 star, was a cheap pack packers ( Colombo Courtyard in a busy area of Colombo food ( we were on half board) was a choice between chicken breast with half frozen veg or Spaghetti Bolangise, the restaurant had a view of the busy street and the noise kept us awake most of the night. After this we thought things could only get better but we were wrong. After much discussion we had a change of driver and car for our last 7 days. But by that time we had had enough. An e mail to Omni Travel asking for help was not replied to and a telephone conversation to Best Holidays was received with laughter and dismissed out of hand. That we had to pay for extra guide because our driver/guide did not know where to go was seemingly normal. On leaving Sri Lanka we were met at the airport by Best Holiday rep and upon our trying to bring our complaint to his attention he walked away and we never saw him again. Result for us the customer service and attention to detail by both Omni Travel in Ghent and Best holidays in Sri Lanka made what should have been a great holiday into one that was a misery.