Nabil J.

An operator to avoid.
This online travel agency is a big scam.

Firstly, when I booked the package (Flight + Hotel) on September 5,2023, the agreement was to pay the full amount over 4 months (October, November, December and January) but last December I realised that They planned two payments in the same month of December. I had to call to delay the second payment for December until early January. They agreed but of course they charged me £10 for it. Despite this agreement which cost me £10, on December 27 they made a second direct debit for the month of December. This direct debit was declined by my bank for insufficient balance and which cost me £10 in bank fees.

Secondly, after paying in full for my vacation booked on September 5,2023, they inform me at the last minute that the hotel will be closed and they force me to cancel my vacation instead of finding another hotel similar to my initial hotel. So I was forced to cancel my vacation booked 4 months ago and I have to wait another 7 days for them to refund me the full amount already paid. That means my January 2024 vacation is ruined. In addition, they made fun of me by asking me to cancel and rebook with another operator knowing that at the last minute it is too late and impossible to find a similar stay at the same price for September 2023.

They didn't even offer me any commercial gesture or compensation for all these costs and time wasted for nothing.

I strongly advise against this operator because they do not respect these commitments to customers and because of their unprofessional and poor customer service.

Better to pay a little more with another more serious and professional operator in order to avoid these last minute inconveniences and find yourself without a hotel or flight at the last minute and you will be forced to cancel your vacation. This was my case.

In order to obtain compensation for my damage, I decided to initiate the procedure with the ombudsman.

Below is a copy of one of these responses to my complaint:

We can offer full refund for your booking including your flights and you can look to rebook through another operator>

Kind Regards
On the Beach