No Hotel on arrival when booking through Loveholidays

worldtraveller13

Hello

In June 2024, I booked a 12-night stay in Hurghada, Egpyt departing on 22nd December 2024.  

My friend was staying at the same hotel and arrived 2 weeks before my arrival date and checked with the hotel's reservation team that my room booking was confirmed.  He told me that the hotel advised they had not received a booking request for my 2-bedroom Family Suite.

I got back in contact with Loveholidays and they advised that they use an overseas agent in Egypt and that I should not be concerned as I have a booking confirmation and hotel voucher.

Therefore, on arrival I was very distraught to find that there was no confirmed room booking, despite having the hotel voucher. 

As the hotel was not 100% occupied, they advised that as a gesture of goodwill, would provide a room for me and gave me and my family a Diplomatic Suite (same as a deluxe room, with a bed and sofa bed). 

I contacted Loveholidays the next day and they advised that the hotel had informed them that my room had been upgraded from the 2-bedroom Family Suite (that I had booked and paid for) to the Diplomatic Suite (room with a sofa bed).  After several email exchanges over 2-3 days, I decided to tackle the issue when I returned to the UK.

On arrival, I raised a dispute with Loveholidays via an online form and they advised that they would respond within 28 days.

Again, there were several email exchanges and the final email that I received from Loveholidays, stated that they were in no way responsible and that it was the fault of the Agent and hotel in Hurghada.  They advised that they hotel had offered a compensation payment of £216.00 and stated that it was their final offer.  I have advised them that I do not accept this as my room upgrade (from their website) cost more than their offer.  This was ignored and they proceeded to refund the payment to the credit card that I had used for my booking.

My question is that as I made the booking as a packaged holiday (accommodation, flights, transfers), via the Loveholiday website, should they be responsible for any compensation payment to me?  They are only a member of ATOL (not ABTA), so I am unable to approach ABTA regarding this issue.

Any feedback will be welcomed and thanks in advance,





 

eskbanker

worldtraveller13 said:

My question is that as I made the booking as a packaged holiday (accommodation, flights, transfers), via the Loveholiday website, should they be responsible for any compensation payment to me? 

Yes, as the package organiser, they are responsible for its performance under the Package Travel Regulations, including rectification of any non-conformity with the contract.

https://www.legislation.gov.uk/uksi/2018/634/regulation/15

worldtraveller13

Hello 

Thanks for your reply.  I will read through the legislation and follow up with Loveholidays to try to reach a resolution.

Kind regards