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“DO NOT BOOK WITH THIS COMPANY”

written by JenniferOKane on 29/09/2022

I booked my holiday for 2 adults, 1 child and 1 infant to Kos with transfers. The total cost was £1592.11. I wasn't happy with my room so I requested an upgrade and added an extra night. My request was accepted and charged accordingly, and I was sent the amended paperwork. This brought the total cost to £2317.97. After having completed payment I received a message to say that the supplier couldn’t give us the room we’d paid for due to my party exceeding the room’s capacity and they offered me I quote ‘a complimentary upgrade to a family 2 bedroom suite mountain view with sharing pool’ which was the exact room I had originally booked! I have all the supporting paperwork to prove this is the case. So what they tried to do here was pull the wool over my eyes by pretending my original room was an upgrade from the room I’d paid to upgrade to! I of course objected to this and we went back and forth a few messages but still the supplier was adamant I could not have the room I paid for. I then decided I would call the hotel directly myself. The reservations manager explained that he received 2 requests to upgrade and rejected both due to the fact that the size of the party exceeded maximum capacity of the room. So at no point in time did they have a booking secure for me in the room that I had requested and been charged for. He advised me that I needed to query this with the supplier or the agent as the fault lay there and not with the hotel. So I did just that, I explained everything that had happened and simply asked for the extra that I had paid to be refunded to me. During this time my flights had also been cancelled, so I requested a refund and paid extra to book new flights completely separately. At this point I was advised that I would receive a refund for my flights (total £420.91) which is usually in 7 days. I didn't, and had to chase it. The refund was then issued to a card that I have never had which leads me to believe there are data protection issues here also. I received a message to say that the supplier would offer me a refund of £274.48 despite having paid an extra £725.86 for this upgrade. In my response I did express my frustration, but also did say that I appreciate I'd also booked an extra night in the hotel So would like the cost of that in my original room deducted from £725.86 and felt that this would be the only logical and fair amount that I should be offered as a refund, taking into account that this entire scenario has been at absolutely no fault of my own. In this message I also asked for a proper breakdown of how that figure had been reached. I went through a mock booking on the hotel website to checked the cost of 1 night in the family suite room which came to 225 euro’s which is approximately £194. So I’m aware of how much should roughly be deducted for that. I Then received a message back to say that the £274.48 was based on my hotel costs only and didn’t include flights. I saw this as a huge insult to my intelligence and the second time someone had attempted to pull the wool over my eyes as the cost of flights would of course not have any impact on the refund amount, as they were already included in the original booking total. This is simply a refund on the EXTRA I had been charged for the room only. Also despite having asked for a breakdown, I did not receive one, I just had the same figure thrown at me again and another attempt to push for me to accept it. I declined and expressed I would make a formal complaint, to which I then received a further couple of messages offering me the same plus an £80 gesture of goodwill which I also declined. Then to add complete insult to injury, 1 day before we were due to fly I received a message from an agent to say I quote’ good afternoon and thanks for your message (which just said that I was not accepting the refund amount offered) please note that the hotel cannot accommodate you in the original room. Apologies for any inconvenience’ and that was it! No solution, no explanation, no anything! This put my stomach in knots! I for a second time had to spend money calling the hotel to check they still had a booking for us which thankfully they did. It is now working day 74 since I complained and I still have not received a response to my complaint. My bank has been investigating and since, on the beach has unethically and totally against protocol, directly taken money back that had been temporarily refunded by my bank without going through the proper channel. Not only that, but have now taken an extra £531.86. Words can’t express the infuriation. I will be pulling out every single stop and fighting this all the way until justice has been served here.