Help! Holiday company canx our hotel but let us fly

littlebuttons

Hi
I was wondering if anyone could give me some advise...

I booked a holiday with Bookable Holidays on the 30th Sept to travel on the 8th October. We flew out and got our transfer with no problems, arrived at the hotel at 12.45am to be told our agents hadn't paid enough, so unless we paid another £500 we could not have a room! We didn't have another £500 in cash or cards so there was nothing we could do, we had to sleep outside (I suffer from fibro and anxiety/panic attacks so didn't close my eyes for a second)
We waited till the morning and was told by the receptionist that our company had gone bust over night and had rang and cancelled our booking the morning before we flew! We waited until 9am uk time to call bookable and was flippantly told there was nothing they could do and we would have to pay the hotel.
My Mum phoned the hotel and tried to pay them by credit card but they couldn't get it to go through, by then Id broke down, I don't leave my house 90% of the time and to be stuck in another country with no where to stay and no money has to be one of the most scariest experience iv had.
Anyway in the end once the hotel realised we wouldn't be able to pay they contacted Bookable head office and they eventually agreed to realise my money.
We where then told the hotel had sold our private room with private pool and we would have to stay in a 2* across the road for 2 nights, that's now 3 nights of a holiday we paid for but didn't receive! I spent those 2 days in bed in agony, without eating as we had to go back to the main hotel to eat, I hadn't taken my sticks on holiday as I didn't think id need them, id booked a room close to everything.
On the 11th oct we where moved into the room we had book after lunch, more dragging my heavy case around!, the room was dirty and we didn't have a cleaner or sheets changed in the 4 days we were in there.. among so many other problems with the hotel.

When trying to find out who to complain to we found that because we booked a flight with our package it wasn't Abta and because of the way bookable put there holidays together they didn't have to give us an Atol certificate, so I'm not sure who or where to go to? We had travel insurance (if bookable paid it) and paid by credit card... ANY advice would be gratefully received

Caz3121

Bookable holidays are in administration
there is some information on their website
If you do not have an ATOL Certificate or an ATOL receipt stating Bookable holidays ATOL 9875 as the protecting ATOL holder, your protection for these elements may be with your credit or debit card provider. You are advised to check with ABTA (https://www.abta.co.uk or 0203 758 8736) and/or your card provider about obtaining a refund for any additional charges incurred.

http://www.bookableholidays.com/

littlebuttons

Thanks for the reply, as I didn't have any additional charges in the end but didn't receive the holiday I paid for, do I actually have a claim?

Alan_Bowen

No, neither ABTA nor the CAA pay compensation for poor holidays I am afraid. Financial protection is just that, protecting the money you pay for a holiday, however if you booked the flight and accommodation at the same time you should have had an ATOL Certificate and be covered by the CAA if you paid any more for the accommodation whilst in resort

richardw

Did you initially pay for the holiday with a credit or debit card?

littlebuttons

Yes paid in full with a credit card, they took 2 separate payments