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?