After several hours on the phone, we eventually booked a quiet family holiday (3 x adults 4 x kids) to Alcudia at a price way above that advertised on the website. Total cost over £7.5k. Received all the confirmations Hotel/Flights/Transfers etc via email the following day. A few days later we receive an email from them saying the accommodation is not available and they are sending us to an 'adults only' hotel El Arenal - the 'german Magaluf' by all accounts. On what planet is that a family holiday. They've since sent three other options for accommodation - none of which were acceptable including another 'adults only'. It beggars belief.Anyway, yesterday we spent over an hour on the telephone with teletext holidays trying to get our money back so we can book another holiday through a different agent. Not only do they REFUSE to refund the flights costs (over £1000), they add insult to injury by trying to sell us another hotel at additional cost!On their website terms and conditions they say "You can book with confidence as all our hotels and flight deals are ATOL protected, and your money is protected by the Travel Trust Association " What a joke! They are refusing to refund the flights cost. They say if we cancel the flights, we lose the money. So catch 22 - we can't afford to cancel the flights and lose the money but they are of no use to us since our carefully selected hotel, bought and paid for in full, is now mysteriously unavailable. What a RIP OFF!

What's more, they took our money within nanoseconds of agreeing to this deal but say it will take 5-7 days to get our partial refund back. ABSOLUTE DISGRACE - NEVER AGAIN!

I've told them that according my understanding of the CAA rules, if you buy flights & accm at the same time through an agent everything is covered by a FlightPlus agreement. (see sections 25/26 of The Civil Aviation Air Travel Organisers’ Licensing Regulations 2012). They point blank refuse to refund the flights costs and don't offer any explanation or rebuttal to what should be a straightforward legal matter.
I'm absolutely livid with them. Their customer services is a brick wall. I will never use them again under any circumstances. The real test of any business is not what they do when things go right, but what they do when things go wrong. They've failed that test. Good luck to anyone who takes the risk of booking with them.