Teletext Holidays - terrible experience

cdp373

I have never posted on one of these boards before, but I felt that I had to share my experiences of dealing with Teletext Holidays because it has absolutely been one the worst sales experiences of my life. I genuinely don’t want anybody else to have to go through what I’ve gone through this past week.

I searched for a holiday on the Teletext website and called to book using the search number provided. The quote they subsequently gave me was much higher than the price advertised on the website. However, I couldn’t be bothered to carry on looking so I accepted the quote and proceeded with booking.

During the sales process, you are emailed a booking quotation which you need to agree to during the call. The name of the hotel was vague – Be Live Experience Tenerife – and I knew that there were a couple of this brand of hotel on the island. The resort name also said ‘Puerto de la Cruz’. I queried this because the hotel I had searched for and called to book was in Puerto Santiago. I was assured during the call that I would be booked into the hotel in Puerto Santiago and that the booking form was just a mistake. So I proceeded.

After half an hour or so, I felt a bit anxious so I called up to check that the right booking had been made. It hadn’t. I asked to be booked into the hotel I had requested, but was told I’d have to pay an additional £150. I said absolutely not and that I would like to cancel. I was told they would need to review the sales call and get back to me, which they didn’t. So (I’m not ashamed to say) I harassed them and requested updates and responses to my emails.

In their defence, they got back to me within 4 days and they accepted that they had made an error. They said that I could cancel my accommodation and transfers, but retain the flight booking I had made. I agreed. I then got a voicemail saying that they had cancelled my accommodation and that I should call back to provide my card details so they could issue the repayment. They also said that I could book alternative accommodation, which I did on Saturday evening.

And then…..!!!!!!

I got a voicemail on Sunday from them, which said that actually they could NOT cancel my accommodation and they could NOT issue me with a refund and that I should stay in the hotel which they had incorrectly booked me into!!! Needless to say, I responded saying that they had accepted that it was their error and that they had told me they had cancelled everything, and that a refund was ready to be made. This is still on-going.

Absolutely outrageous behaviour. My next port of call is to contact the industry regulator for guidance.

bagand96

Par for the course with this lot it seems. You're not the first, and I guess won't be the last, to share an experience like this on these forums.

If I was you I'd keep making a nuisance of yourself until you get a resolution. To be honest I'd say get all your money back for the accommodation and transfers and book those yourself elsewhere.

They're a member of the TTA so you could see if they'll help. I think they have a complaints procedure if you have a grievance with one of their members.

richardw

Hello and welcome to MSE, please repost in the teletext complaints thread https://forums.moneysavingexpert.com/discussion/5266021

CM66

Did you pay using a credit card? If so, i would be contacting them to arrange a charge back