Poor customer service from LoveHolidays

bowie1976

Hi 
I wonder if anyone has had a similar issue and if they were able to get a satisfactory response 
My adult son and I booked a trip to New York in January 2026 . We booked a room option that said twin , double , queen room as there was no option showing a specific twin room. We immediately contacted LH to ask if they would contact the hotel and request a twin room. The initial response was “ nothing we can do , you have to ask for the option on arrival “ 
This wasn’t a satisfactory response or option so we rang the hotel directly to be told no twins were available.
We went back to LH asking if we could upgrade ( at our expense) or change hotel at additional cost to ourselves. We just asked if they would waive the £25 fee 
This was initially agreed but very quickly retracted via email . Despite numerous emails LH are adamant that we have no option other than to cancel the booking losing flight monies etc or share a double bed 
To say we are appalled and disappointed is an understatement!! Has anyone fought this response and won ? 

Thank you for any advice 

eskbanker

Is your room (at the applicable rate) showing as non-refundable or non-changeable on your booking or the LH website?

Ayr_Rage

You can only fight their response if LoveHolidays are not complying with the Ts and Cs of your booking.

As for the room type, you obviously took a punt on getting a twin without doing any prior research as to availability at that hotel.

I am surprised they would not allow a change of accommodation at your cost but as it wasn't their error asking them to waive the charge was a bit rich.

The devil will be in the detail of those those Ts and Cs.

Grumpy_chap

bowie1976 said:

Hi 
I wonder if anyone has had a similar issue and if they were able to get a satisfactory response 
My adult son and I booked a trip to New York in January 2026 . We booked a room option that said twin , double , queen room as there was no option showing a specific twin room. We immediately contacted LH to ask if they would contact the hotel and request a twin room. The initial response was “ nothing we can do , you have to ask for the option on arrival “ 
This wasn’t a satisfactory response or option so we rang the hotel directly to be told no twins were available.
We went back to LH asking if we could upgrade ( at our expense) or change hotel at additional cost to ourselves. We just asked if they would waive the £25 fee 
This was initially agreed but very quickly retracted via email . Despite numerous emails LH are adamant that we have no option other than to cancel the booking losing flight monies etc or share a double bed 
To say we are appalled and disappointed is an understatement!! Has anyone fought this response and won ? 

Thank you for any advice 

It would seem to me that the time to clarify the room / bed type was prior to booking rather than immediately after booking.
I fail to see where LH have failed in this.

Why would cancelling the room mean that you lose flight monies etc?
Did you book a package?

elsien

Can you’re not just share a room and stick a pillow down in the middle between you?
not ideal, but better than losing the holiday, surely? 

diveunderthebonnet

Can you not keep the flights and book an extra room at the hotel.

MyRealNameToo

bowie1976 said:

Hi 
I wonder if anyone has had a similar issue and if they were able to get a satisfactory response 
My adult son and I booked a trip to New York in January 2026 . We booked a room option that said twin , double , queen room as there was no option showing a specific twin room. We immediately contacted LH to ask if they would contact the hotel and request a twin room. The initial response was “ nothing we can do , you have to ask for the option on arrival “ 
This wasn’t a satisfactory response or option so we rang the hotel directly to be told no twins were available.
We went back to LH asking if we could upgrade ( at our expense) or change hotel at additional cost to ourselves. We just asked if they would waive the £25 fee 
This was initially agreed but very quickly retracted via email . Despite numerous emails LH are adamant that we have no option other than to cancel the booking losing flight monies etc or share a double bed 
To say we are appalled and disappointed is an understatement!! Has anyone fought this response and won ? 

Thank you for any advice 

Joys of getting a discount for a non-refundable/changable booking is that you cannot change it afterwards, at least from LoveHoliday's perspective. 

If rooms remain available you can potentially upgrade to a different room class when you get to the hotel but clearly a bit of a gamble. You could also ask if they have a rollaway bed they could put in the room depending on the size.  Alternatively they top and tail with whoever they are going with as I am sure we all have at some point. 

Many hotels dont guarantee the room grade, so even if you had bought a twin if the room you were allocated developed problems the day before your check in you could be moved to a single bed room anyway.  

Pollycat

Grumpy_chap said:

bowie1976 said:

Hi 
I wonder if anyone has had a similar issue and if they were able to get a satisfactory response 
My adult son and I booked a trip to New York in January 2026 . We booked a room option that said twin , double , queen room as there was no option showing a specific twin room. We immediately contacted LH to ask if they would contact the hotel and request a twin room. The initial response was “ nothing we can do , you have to ask for the option on arrival “ 
This wasn’t a satisfactory response or option so we rang the hotel directly to be told no twins were available.
We went back to LH asking if we could upgrade ( at our expense) or change hotel at additional cost to ourselves. We just asked if they would waive the £25 fee 
This was initially agreed but very quickly retracted via email . Despite numerous emails LH are adamant that we have no option other than to cancel the booking losing flight monies etc or share a double bed 
To say we are appalled and disappointed is an understatement!! Has anyone fought this response and won ? 

Thank you for any advice 

It would seem to me that the time to clarify the room / bed type was prior to booking rather than immediately after booking.
I fail to see where LH have failed in this.

+1 to this ^^^

DeathByFluffy

Pollycat said:

Grumpy_chap said:

bowie1976 said:

Hi 
I wonder if anyone has had a similar issue and if they were able to get a satisfactory response 
My adult son and I booked a trip to New York in January 2026 . We booked a room option that said twin , double , queen room as there was no option showing a specific twin room. We immediately contacted LH to ask if they would contact the hotel and request a twin room. The initial response was “ nothing we can do , you have to ask for the option on arrival “ 
This wasn’t a satisfactory response or option so we rang the hotel directly to be told no twins were available.
We went back to LH asking if we could upgrade ( at our expense) or change hotel at additional cost to ourselves. We just asked if they would waive the £25 fee 
This was initially agreed but very quickly retracted via email . Despite numerous emails LH are adamant that we have no option other than to cancel the booking losing flight monies etc or share a double bed 
To say we are appalled and disappointed is an understatement!! Has anyone fought this response and won ? 

Thank you for any advice 

It would seem to me that the time to clarify the room / bed type was prior to booking rather than immediately after booking.
I fail to see where LH have failed in this.

+1 to this ^^^

And another. 
LH have done nothing wrong - if you want over and above customer service, don't use a bottom of the barrel online travel agent. Premium service comes at a premium price,