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“Unprofessional in dealing with problems”

Written on: 03/04/2014 by Adrian762 (1 review written)

Four of us pensioners organised a trip to berlin. We ordered the flights, hotel and transfer (an upgraded transfer) through one company to avoid problems. We even got the ATOL protection so we were covered in any eventuality

On the day we arrived the taxi was waiting and all looked good. The taxi took us to the wrong hotel and we were left in Berlin miles from our correct hotel late at night. We organised a taxi for ourselves to the correct hotel and paid 20 euros. When we arrived at the hotel we tried to ring broadway the next day as we were unsure if they would pick us up from the correct hotel. After ringing many times we got through and were told "bring the receipt and we will see whether we can refund when back in the UK".

To cut a long story short they would not respond and I had to ring and email many times. They never questioned the stupid reasons the taxi company gave for delivering to the wrong address. They said that i had given them the wrong address. I told them i didnt say where to go but even if i did i pointed out that the only address i had was the one provided by them. the taxi man himself must have turned up with the address he should deliver to. They weren't bothered. I even approached ATOL but they weren't able to help.

Broadway just seemed to wash their hands. Not one to give up I persistently chased and at last they agreed a refund of £40 after they had breached the contract. This whole event started on 4th February and currently (third April) it is still unresolved and unpaid despite several chasings. I was told it would take 3 to 5 working days which expired some time ago.

All in all they were uninterested and very unprofessional despite us spending over £700 on a break. They don't respond when asked and certainly don't keep their promises.

I usually don't write reviews but these are so awful I feel I should in this instance as it might help someone

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