Hi there,

Firstly I apologise for the length of this post in advance but I would like to try and get an idea of what people's thoughts are on my holiday complaint and hopefully some advice on the best course of action.

I booked a holiday through Love Holidays, I found the details online and chose the hotel we wanted then booked over the phone.

When we arrived at the hotel (5* it was supposed to be), the room was horrendous. Dirty, run down etc and not even enough beds for my family. I did end up resolving this and thankfully the following day we were moved to another room, however this was only due to the fact that I demanded to meet the general manager and he dealt with this for us.

The hotel was sold to us online as having a choice of two buffet restaurants (it was all inc) and two Al a carte restaurants, of which we could use the buffets all throughout our stay and the Al a carte once per restaurant per week during our stay. However we found on arrival this wasn't the case, as we hadn't booked through Thomas Cook we were allocated a different wristband and we were limited to eating in just one restaurant for the whole stay. One of the buffets was designed for English guests and had a great kids section etc but we were denied access to this as we weren't a Thomas Cook guest. We also didn't get the visits to the Al a carte either. The restaurant we had to eat in was based around the Russian guests and the food was not to our tastes at all.

One of the main reasons we selected this hotel out of the hundreds of others was firstly the kids pools/slides and secondly that we weren't restricted for two whole weeks to one restaurant as we had been on our previous holiday.

Also there was a large pool advertised on the website with a pool snack bar etc yet again we were denied access to this as it was for Thomas Cook guests only,

My argument is that I believe that the holiday was totally mis advertised on Love Holidays website and they clearly offered us facilities that didn't exist. Aside from the dreadful room problems, the majority of the hotel was a building site with constant works going on from morning until night. Again we were never advised of this prior to travel.

Again another downfall was that the pre booked private taxi transfer didn't turn up to take us back to the airport meaning we had to pay out for another taxi after waiting for 1/2 hour and then stressing that we would be late getting to the airport.

I contacted Love Holidays the very day we got home detailing all of my issues (this was the 20th May), up until today all I had received from them was an email to say they will look into it and come back to me. I tweeted last night and surprise surprise I had a call from them today followed by an email. The girl that is emailing me is rude to say the least, they have agreed to refund the taxi cost but still say they are waiting to hear back from the hotel. They aren't prepared to give me an idea of how soon they expect a response either.

I just feel like the holiday was a total let down, we weren't given the services that we expected from the hotel details on their website and we just have had a really negative feeling about the whole thing. I've even checked their website and they are still even now advertising this hotel with those facilities that they can't provide!!

I'll stop going on now but any feedback would be gratefully received.

Thank you.