Love Holidays help!

lorraine0472

I’m really hoping someone can help with the nightmare I’ve been having with Love Holidays?

The hubs & I booked a quiet week away in Turkey in September to celebrate my 50th. It was a package deal, reasonably priced for an all inclusive 4* hotel.

Anyhoo, when we arrived at the hotel at 3am……OMG! The room was filthy & falling to bits. I mean like it hadn’t been cleaned in weeks at least. The shower was broken, there was no bedding & there was hair & building dust everywhere. Stray cats walking freely around the indoor restaurant & an open sewage drain outside the corridor.
Thankfully we took photos & videos of everything as it was so bad it sounded unbelievable! 

I spoke to LH’s from day 1 whilst in Turkey right up until yesterday (6 weeks after returning).
Apparently they have had a response from the hotel stating that my hubs & me started trouble from day 1 (we didnt) & told members of staff that we were going to get our holiday accommodation for free (again not true).
So after this, LH’s have said that they will not communicate with us any further as we obviously had an ulterior motive! Clearly this is completely untrue & besides, we have mountains of evidence to support our claims.

LH’s are not a member of ABTA anymore so I’m not sure how to escalate this further when there’s no phone number to call & speak to anyone? I’ve done the live chats, emails, getting through to sales to see if they can put me through to at least someone!

Please, does anyone have any advice on what I could do next? We are so adamant that this has to be acknowledged & put right.
They clearly want us to give up & write the whole bad experience off but they cannot get away with it surely? 

Any advice or info would be very much appreciated 😊

Lorraine 

Caz3121

did you stay at the hotel for the week or move elsewhere?
what have you asked Love Holidays for?

lorraine0472

We asked love holidays to move us asap but they said they had to contact the “In resort supplier” to get that sorted.
in the mean time we asked the hotel the following morning if we could change room & they said to come back the following morning when they have one. We did this & they said that the room had gone & the hotel was now fully booked. It was clear to see it wasn’t, the place was virtually empty.
we’ve told Love holidays all of this whilst we were away.

DullGreyGuy

unfortunately "virtually empty" doesnt prove its fully booked or not... hotels can sell blocks of rooms to operators and agencies. Its then up to the agencies to resell them but the rooms are gone and hotel is paid irrespective if the agency sells all or none of them.  A much better indication is by going onto the hotels own website and attempting to book, you can then screenshot that they have availability or not, the room type and not leave it to trying to draw a correlation between how busy the pool is to if its booked up or not. 

Their website has a postal address, have you attempting writing to them?  Not hard to find the names of senior management.

As suggested above, make sure you are clear about what resolution you want. Be realistic, it wont be a full refund.

Westin

What hotel did you stay at?

Did the agent for the hotel supplier contact you in the end and whilst you were there?

Can you think of any actions that you or your husband did or said that resulted in the hotel telling LH the comments you mention in your post?

Do recent reviews on Trip Advisor support your position regarding the dirty rooms?

[Deleted User]

I'd pay extra for the cats.

NoodleDoodleMan

As Westin says - the name of the hotel is essential information in this.

This article from 2020 does Love Holidays' reputation no favours.

https://www.theguardian.com/travel/2020/sep/17/holiday-firms-on-the-beach-and-love-holidays-quit-abta-leaving-thousands-fighting-for-refunds

photome

Leave the cats out of the complaint ,lots of people love the stray cats

what are you asking for

NoodleDoodleMan

Looks as if this is another thread that's going nowhere.