DON'T use Hotelopia!!

Cathy_B-P

Hi All,
I have a booking that I made last November with Hotelopia for a hotel stay in Bali this August, paying in full at the time. Hotelopia sent me an email in April to tell me that the hotel would be closing and that we would be moved from Pan Pacific Nirwana in Bali to Movenpick Jimbaran. I spoke to Nadine Klock in Customer Services (10 pence per minute) on April 18th, who told me I could be moved to two rooms for 3 adults and a child, and so I asked her for confirmation in terms of email and voucher. Nothing happened.

This has now, after numerous complaints, emails to Head Office, costly phone calls, been passed on to their Facebook UK customer service team on 5th May. I have still not heard from Reservations or had confirmation of this change, and they have my money, so I am extremely concerned about this complete lack of customer service.

By 26th June and I STILL had not heard from anyone from Hotelopia about my booking. I spent 30 minutes on the phone (again being charged 10 pence a minute) speaking to a woman named Elyzza(?) who eventually told me there was nothing she could do to confirm my booking as it was now in the hands of someone in China, which is where it has been since April 18th.

I had no choice but to request a full refund as they clearly no intention of honouring my booking. I have still not had a response from anyone other than the FB team who just say that they will email the relevant people, and certainly no refund. I have called 2 different customer service numbers and emailed head office to no avail. I have also emailed the parent company Hotelbeds, but still nothing. Why will this company not give me my money back?!

Can anyone suggest what I do now? I really need my money urgently as my trip is in less than 5 weeks and I still have to book a hotel.

Thanks, Cathy

hollydays

I read they are part of the Tui group
Did you pay by credit card?
Have you considered contacting resolver via this thread might get you the prompt response you need.
They mention " Thompson" on their website which is part of tui also


https://forums.moneysavingexpert.com/discussion/5255551
Have you posted publically on Facebook?

angryparcel

you should of checked reviews beforehand

https://www.trustpilot.com/review/www.hotelopia.com
https://www.tripadvisor.co.uk/ShowTopic-g1-i12334-k5733111-o10-Hotelopia_beware-Holiday_Travel.html

MrJones1

If you paid with a credit card you can demand a section 75 refund. Read more at:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

LadyDee

MrJones1 wrote: »

If you paid with a credit card you can demand a section 75 refund. Read more at:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

It's not just a question of asking the bank for your money back, and I doubt it will be settled in 5 weeks.

Travel agents come under the heading of "not straight forward".

There are exclusions with regard to holidays. I've never heard of this company so have no idea if it will be covered by s75.