Interactive Resorts Reviews

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“Be wary ....”

Written on: 24/09/2012 by MrsRHerts (1 review written)

I would caution against using this agency. We were lead to believe that we were booking a bespoke holiday for our party of 15. However once we had paid our deposits, we were informed that the holiday had actually been booked via a large travel agent. For various reasons, our flight times were very important to our group and we were sold the holiday on the basis of mid day flight times from Gatwick.. Within one week of booking, the flights were 'changed' to a 5.55am departure and 9am return… Read Full Review

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Interactive-Resorts's Response to MrsRHerts's Review

Written on: 08/10/2012

Dear MrsRHerts,

I am writing on behalf of Interactive Resorts.

Thank you for your feedback, I would welcome the opportunity to respond to your allegations.

When we booked your package holiday, we did so in good faith. We confirmed the booking with provisional flight times and unfortunately the holiday operator (Neilson Holidays) contacted us two weeks later to inform us that the provisional flight times had changed. As you mentioned, they were changed to an 05.55 departure. Whilst we can completely understand that this was not the holiday that you thought you had initially booked, the operator always reserves the right to change provisional flight times until tickets have been provided. This is standard practice for any operator using charter flights. That aside, we could more than understand your frustration with this situation. We spoke with the operator and voiced your concerns on your behalf to try and find a solution that all parties would be happy with. Neilson were understandably apologetic about the change however they were unable to offer a more suitable flight time. We managed to transfer the majority of the party onto a later Birmingham flight at no extra charge (this would usually carry a £50 per person supplement) and have also offered to pay for a hotel for the remaining family taking the early Gatwick departure. We also asked Neilson if a cancellation and full refund of deposits would be possible as your group were understandably frustrated at the shift in departure time. However, whilst they understood, they were not in the position to refund deposits as they classed this change as a “minor change” which does not qualify for a return of deposits.

We did not provide false information as an enticement to book and we strongly refute any allegations of any wrong doing of any kind. All changes made to your booking were made by your operator, Neilson, who will be more than willing to corroborate all details above should you feel it necessary. We have acted in good faith at every step of the booking process, both before and after any deposit payments were made. Both Neilson Holidays and ourselves have tried our very best to offer contingencies in an effort to keep your group happy and we are sorry to hear that in this instance our efforts have not been successful.

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