Loveholidays compensation

YummyPancake

Hi has anyone ever had any compensation from Loveholidays?

We are still on our holiday checking out in a few hours time.

Long story short, booked a 7 night package holiday for 5 of us, two rooms with loveholidays.  On arrival at 2am to the hotel, there was only 1 room reserved.  Hotel gave us key to room2 for the night and said sort it out in the morning.

Was told to ring loveholidays in the morning and I spent most of the mornings waiting for a phone call/email update.  Not sure if we would need to move hotel or stay put.  Eventually got a response around 2pm to say that it’s all resolved and reception will provide room 2.  

I requested compensation for the time lost and the hassle.  Hotel said I had to contact loveholidays as it was between them and local agents fault.  Contacted loveholidays and they said it was the hotel’s fault for misplacing our booking.  

Basically no one is taking responsibility and loveholidays (although very ‘sorry’ for my experience but said they have done nothing wrong) said they contacted local agent and the feedback they received from the hotel was that no issue was reported to the reception regarding room 2 hence closing my case!  A few members of staff who dealt with me at check in know about it and said it was definitely either the local agents or loveholidays who made the mistakes and are sympathetic about it.

I lost time of my holiday with family that I will never get back.  All businesses happily pocket my money, made mistakes and I am paying the price.  Because of the stress we upgraded ourselves to fully inclusive, which we wouldn’t have done so.

I am not expecting a full refund but a compensation of 1 day lost due to mistake not my own, equivalent to approx £450.

Is there anywhere I can take this to please?  Or should I count myself lucky that the situation could have been worse??  I saw some posts about loveholidays.

I thought they were a reliable company, now I am put off from booking any holidays with them as they seem to be selective in the truth.

any advice greatly received.

thank you

elsien

You haven’t lost 24 hours, you seem to have lost a morning making phone calls. Time you will never get back is stretching the point just a little - Presumably the rest of your family were out enjoying themselves while you were trying to sort things out? 

 Not seeing the  relevance to upgrading to more inclusive because that was completely your choice and not necessary. 

How have you reached the figure of £450? That seems a lot for a morning on the phone. 

YummyPancake

Thank you for your reply.  I didn’t state any figure in my compensation request with loveholidays but my point in this post is the fact that no one is willing to offer any compensation.  Am I expecting too much to request for a compensation?  (Genuine question!)

Yes, upgrade is our choice so won’t be expecting that to be refunded to us.

I could work out the rough hours and divide the amount further and calculate per person.  How many hours my kids had to stay with me not being able to get changed to get in the pool because I was on the phone and unsure if we would be staying etc…   But anyway, I would think them offering some credit note (£10 or £20) or some sort would have been nice since they admitted mistake was made and it’s not my fault?

thanks

Westin

Disappointing that you are being pushed around different parties with no one taking responsibility.

Given that the hotel had your reservation details, IMO I suspect this was down to a hotel overbooking.  If they had availability why would they not have checked you in to both rooms and agreed to resolve the matter the following morning, rather than just give you one room.  High season travel and this can be a risk.  Accommodation is full.

Like elsien, I am unsure how you can quantify this problem as being worth £450.  You don’t know the cost of the net rate for one room.  You can not just divide the total holiday cost by /7 to reach a figure.  You certainly won’t get that back from LH even if they did admit fault. At best, possibly the cost of the room not provided for that night.

ButterCheese

In your later post you suggested you would be happy with a 10 or £20 refund as a gesture of good will.  That suggests to me that this is more of an emotional issue rather than a financial one; and I totally agree I'd be very pooped off as well.  But length of time you were inconvenienced, and the extent of that inconvenience, cannot really be proven and converted to a monetry value.

Some families would have just thanked the Hotel and moved into room 2 the next day and thought nothing more about it.  I'm not saying that's right, but just different people intepret/manage certain issues differently to others

sheramber

Westin said:

Disappointing that you are being pushed around different parties with no one taking responsibility.

Given that the hotel had your reservation details, IMO I suspect this was down to a hotel overbooking.  If they had availability why would they not have checked you in to both rooms and agreed to resolve the matter the following morning, rather than just give you one room.  High season travel and this can be a risk.  Accommodation is full.

Like elsien, I am unsure how you can quantify this problem as being worth £450.  You don’t know the cost of the net rate for one room.  You can not just divide the total holiday cost by /7 to reach a figure.  You certainly won’t get that back from LH even if they did admit fault. At best, possibly the cost of the room not provided for that night.

I understand from the O’P’s post that they were given 2 rooms. Room 1 as booked and  room 2 for the night. 

When sorted out they were given room 2  for the rest of the holiday. 

eskbanker

YummyPancake said:

On arrival at 2am to the hotel, there was only 1 room reserved.  Hotel gave us key to room2 for the night and said sort it out in the morning.

Was told to ring loveholidays in the morning and I spent most of the mornings waiting for a phone call/email update.  Not sure if we would need to move hotel or stay put.  Eventually got a response around 2pm to say that it’s all resolved and reception will provide room 2. 

Sounds like the hotel acted pragmatically and from LH's perspective the issue was resolved relatively promptly, i.e. within 12 hours of arrival, despite them not being made aware of it until well into that timeframe - it reads like most of the time was waiting for a response rather than actually on the phone, so how many calls did you make to LH and how long did you spend on the phone?

YummyPancake said:

Is there anywhere I can take this to please?  Or should I count myself lucky that the situation could have been worse??  I saw some posts about loveholidays.

I thought they were a reliable company, now I am put off from booking any holidays with them as they seem to be selective in the truth.

any advice greatly received.

Like many online travel agents they keep prices low by cobbling together packages from cheap suppliers, and use a variety of middlemen and agents to source these, so identifying specifically who dropped the ball will be difficult.  In future, you might look at holidaying with proper tour operators such as Tui or Jet2 Holidays, where lines of responsibility will often be clearer.