I am just posting this as a way of letting people know why we should never take no for an answer or allow them to dictate how long we should wait for a response
My problem was in booking a hotel with ebookers despite the web page saying that there was an ebookers offer of a free Irish breakfast included. Booked with them as almost all of the others were offering room only. Hotel told me breakfast was 12 euro.
When I printed off the booking it stated room only.
I then called them 3 times in total always to be told that no it was room only. Clearly they were wrong and during the final telephone conversation I was told they are on the phone and will call you within 24 hours. I refused to accept this and held my ground. A supervisor then spoke to me and after a few put on hold told that I could have a refund. A condition of the booking if I cancelled I would lose £35.
Told them I didn't want a refund I wanted them to honour their free breakfast. Then told they would escalate it to the relevant department. Answer within 72 hours. Again I refused to accept this and told them I wanted this dealt with immediately.
I followed this call up with an email and got a response within 2 hours.

Result as the email will confirm.

Subject
Booking Ref

Discussion Thread
Response () 23/05/2008 03.43 PM
Dear

Greetings from Ebookers!

First of all we would like to apologize for the inconvenience.We would like to inform you that as we escalated the matter to our relevant department we have received a reply informing that you will be provided with the free Irish breakfast as was quoted to you.If you still have any further queries please feel free to contact us at our toll free customer service number at 0800 074 4444 and option -2.

Regards,

Customer 23/05/2008 02.10 PM
Acadamy Plaza Hotel Dublin.

My email to them

With reference to the above booking at the Academy Hotel Dublin for the 12th
June for 1 night I booked this hotel on your web site on the 23rd May.2008
I was booking a room for single occupancy and you offered a price of £79.38
included with this offer was an ebookers offer of a free Irish breakfast.
Conditions regarding this offer was that it was available from the 01/05/08 -
01/05/09.
Despite you not being the cheapest (that being Hotels.com at £77 but this
was for room only) in good faith I proceeded to book to book this hotel.
Following this when I printed out the confirmation I noted that it said room only.
I rechecked with your web site and my original understanding was correct.

I called your booking department this morning as I had not received the
confirmation email. I raised the subject of the breakfast and I was told that
maybe it had been all allocated. I called the hotel and they confirmed that
unless without the appropriate documentation from you the free breakfast would
not be included.

In view of this I made a further telephone call and spoke first with a
telephone sales representative. She told me the breakfast was not included. What
it states on your web site clearly breakfast is included. There is no
ambiguity it states special offer which is an ebookers special offer.
I then spoke to a supervisor called *** who after discussion with someone
of higher authority obviously came back with an offer of a refund or that
she would refer this matter to different department. How difficult is it to
check with what you are offering on your web site and rectify the situation!
To put your hands up and say yes we have made a mistake.
May I state that I was on the telephone in excess of 60 minutes but this
call was a free phone number rather that the 10p per minute premium rate on your
booking web site Had this been so the call would have cost in excess of £6.

The issue now really is one of principle. I am confident that Trading
Standards would have a strong view on this matter. Clearly you are not giving
your customers what you are offering. This is the first time I have used
ebookers and it has unfortunately not created the impression you would wish.
Your staff who dealt with me were courtesy but clearly they were not in the
position to resolve the issue.

I travel extensively having taken 6 holidays last year including 3 cruises.
To date this year I have taken 3 short breaks and one cruise on the QM2 in
the Caribbean. In August I am taking a Mediterranean cruise and in November I
am taking an 8 week holiday with a stopover in Singapore and Auckland. This
is followed by a 14 night cruise around New Zealand finishing in Sydney. I
will the fly to Perth and spend Christmas down under.
I am experienced at booking tailor made holidays partly organised by myself
and the used of an excellent Travel Agent.
I have made numerous web booking using various booking agents like yourself.
To date I have never had any problem with any of the booking agencies. I
am sure that this is not the impression you wish to give and particularly to
new clients.

I await your response and I trust that you will be able to resolve this
matter to my satisfaction.

Regards