Hattie
Do not use their hotel booking service
Do not use their hotel booking service, go direct. We’ve been royally screwed over, then repeatedly ignored when we’ve asked them to rectify the issue they caused. I enquired about cancelling one night of two that we booked in a London hotel. Was told they’d look into it, and confirmed they had ‘passed it onto the travel partner’. When I chased for an update, I was told ‘Your reservation has been updated as requested. According to the hotel staff member Said, the rate remains the same, and please note that no further changes can be made once this amendment has been applied’ This was complete news to us - to not receive a refund and that the decision was final. When challenged, the customer support was vague, unhelpful. I asked them to reinstate the cancelled night as we had not asked for it to be cancelled under the new ts and cs we weren’t aware of until AFTER they’d cancelled. Plus no refund meant we had paid £200 for one night, absolutely ridiculous. Long story short, after a lot of pushing they’ve refunded us half the price (after offering a ‘goodwill’ gesture of not half - as if it’s not their fault!) but ignored our requests to reinstate the cancelled night which we would prefer to have at this stage to the money. They’ve blamed their travel provider and the hotel, or just ignored the question. In a final push they’ve now just replied saying ‘We have escalated this matter to our travel partner and will be working closely with them to ensure it does not happen again in the future. We appreciate your patience and understanding.’ - still no admittance of fault, still no acknowledgment of our ask for the Friday to be reinstated. Avoid at all costs. Not even confident when we arrive the booking will exist, looking at other reviews….