LoveHoliday booked my holiday without first telling me the total price

barbarafloyd

Hi, please please can anyone help me?

I 'booked' a holiday via loveholidays and then discovered that the holiday was not actually confirmed for 72 hours. I received an email asking me to call them as the hotel was no longer available and my flight price had changed.

On the phone, I asked them to look at an alternative accommodation. I asked for the revised total price of the holiday but they could not provide it to me and asked if it was ok to put me on hold while they confirmed. Once I had the price and T&Cs, I said I didn't want to proceed with the booking. They then said they that the flights had already been booked and if I wanted to cancel I would incur cancellation fees which amounts to the total price of the flights (more than half the value of the holiday)

In retrospect, I believe the agent must have said something to this effect before they put me on hold. But I didn't understand that they were actually going ahead with booking the holiday. Are they allowed to book a holiday for me without first telling me the total price? Surely no-one would ever agree to this?

I'm just not sure where I stand now, I feel sick with anxiety. Would really appreciate any help or advice on this 

Thankyou

eskbanker

Sounds like this will revolve around exactly what was said on the call, so it would be worth securing a copy of the recording asap by submitting a subject access request.  What was the price difference between the original and revised flight costs, and the same for accommodation?

barbarafloyd

thanks for your reply, the prices were around the same in the end, but it was a completely different hotel and I thought that I was just enquiring and would have time to look into the hotel and the T&Cs

eskbanker

barbarafloyd said:

thanks for your reply, the prices were around the same in the end, but it was a completely different hotel and I thought that I was just enquiring and would have time to look into the hotel and the T&Cs

Was this an alternative hotel that they suggested or was it one that you put forward, and either way round, was it of a similar standard in the same resort?  Surely the Ts & Cs would be those you'd originally signed up to?

barbarafloyd

It was a hotel I suggested, but the room was not of the same standard

barbarafloyd

I genuinely thought I was exploring options, and asked them to tell me the full price, which they did not. Once they confirmed the full price, I said no ill just leave it and then then they said it was already booked!

eskbanker

It does seem odd that you suggested a hotel but now don't wish to go ahead even though the total holiday price hasn't changed significantly from what you'd originally committed to, but in the absence of the actual call transcript it's difficult to say whether or not you actually have the right to walk away without incurring costs.

barbarafloyd

Although the cost overall is similar, this is because in the initial booking we had paid a significant amount for a room upgrade. the alternative that is offered is not of the same standard. We were just asking about it, and did not expect them to book it without us actually agreeing to it!

Neil49

Ask them if you could just keep the flights they have booked and then arrange your own accommodation.