Booked trip let down twice

gk172

When booking our holiday for this year we had reasons for going to benidorm, one being to take my mil for her birthday to the lladro factory in valencia as they sell seconds for a fraction of the price and we have been before and know what to expect so when we arrived in benidorm and spoke to the rep we booked up for the shopping trip tp valencia:j which was to take place on thursday and we were to be picked up in the morning, come thursday and waiting for the bus another 2 differant buses pulled up stating they were going to valencia but couldnt take us as it was a differant company we had booked through so after an hour we headed back to the hotel very disapointed and called the office to find out why and the rep and her supervisor came to the hotel that evening and the trip was cancelled (we were not informed) because the pope was in valencia (but 2 other trips went ahead) but we were assured the next weeks trip was going ahead as he was due to leave valencia on the 9th and should be well gone, i did explain to the rep that we really wanted this trip and if they couldnt do it then we would go with another operator and we were assured on sunday the trip was going to happen and we checked with her daily till thursday yesyes its on and went set off back to wait on the bus, again a few buses stopped but none would pick us up and after half an hour we called the office again stating this was the second time and the supervisor came down to talk to us and find out what had happened, the bus company had been told to pick us up from somewhere else and had looked for us at another hotel and moved on because we wernt there and now was on the motorway and wouldnt come back for us.

To say we wernt pleased was an understatement and the supervisor apologised and assured us he would sort something out baring in mind we wer going home on the saturday morning and that he would come find us that night to let us know what would happen, but he didnt and when we got back to the appartment there was a note shoved under the door stating the best they could offer was to pay the taxi into old benidorm and go to the lladro shop there which we allready know about and there is also one in new benidorm too but being money saving we wanted the seconds as we arnt collectors and we dont plan on selling them, also there was no mention of the refund of the trip. We heard nothing till i called the office on saturday morning and again the supervisor came round to the hotel full of apologies and i asked him did he know about the lladro factory and he said he had made enquiries and had only just found out why we had wanted to go. So he issued the trip refund but mentioned nothing about the taxi (we walked) and filled out a customer report and gave me a copy saying if i wanted to pursue it when i got home but he would pursue it anyway.

I feel so let down by this company and messed about by the whole situation, the pick up point we were told was just down the road from a disco so we got a few loads of guys thinking its ok to talk to us which really made me feel uncomfortable and my mil too, they never had the courtesy to let us know the first trip was cancelled and then assured us the 2nd would go ahead, we could have booked with someone else and actually got to valencia and got out cut price lladros but to save disapointing my mil any further we got a few pieces from the shop in old benidorm and paid full whack.

Is there anypoint in taking this further now were back home? And if so are they liable to send money off our next holiday booked via them:rotfl: which just wont happen. Any advice on what i should do please.

richardw

Have you got receipts and names of the reps and who you booked with?

gk172

Yes i have the first names of both the rep and the supervisor,and also have the note put under the door but not the tickets as i had to give them in to get the refund.

richardw

If you do complain remember that they will send you letters fobbing you off, they employ professional people to write them, and you will need to keep calm and be prepared to write many times in response, sometimes you might not get anywhere until you have written about 5 or 6 or more responses, this is sometimes called letter tennis.