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“They left us stranded and lied to us!!!”

Written on: 24/07/2014 by marshaaldridge (1 review written)

Do not use Travel Republic. Their customer service is less then useful. their in-resort resolution team are liars!

We arrived in Spain on Saturday and were put in a room that was completely not in line with what was advertised. No balcony, and not big enough to even accommodate two suitcases - one had to be unpacked in the bathroom!

Our friends who booked with Expedia and paid 1/3 less for the hotel, were in massive rooms with big balconies overlooking the sea.

We spoke to the hotel who said they were fully booked and could not move us.

When we called Travel Republic customer service on Sunday, they said they would move us the same day. They did not even call us back on that Sunday, let alone move us.

They also did not call is the following day.

At 4.30pm on the Tuesday (48 hours later), Travel Republic Customer Service called to tell us that a room in the hotel would become available on Wednesday and that we should speak to reception. 48 hours THAT was the solution they provided.

When we spoke to reception on the following morning, we were told that actually we were supposed to have spoken to them BEFORE MIDDAY on the Tuesday, and the room had been given away.

When we complained to customer services at Travel Republic, they denied that they had said we were to talk to the hotel on Wednesday and were supposed to speak to them on Tuesday in the morning. Interesting that - as we were not informed in the voicemail at 4.30pm on the Tuesday (which I have as evidence) that we had in fact needed a time machine also to have notified the hotel before midday that same day!

Interesting also that Travel Republic did not look for alternative accommodation for us.

Interesting also that they did not even bother to reserve the room in the hotel that we clearly had explained would satisfy us and simply left a voicemail for us to speak to reception. This is following at least 7-8 phone conversations between us and Travel Republic.

In fact Travel Republic told us that if we wanted to move hotels - they would generously refund us £54. Off our £1500 booking.

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