As ABTA members it's their job to maintain high standards to allow me and my family to travel with confidence. They have breached several of the codes of conduct, which is binding upon all ABTA members and is supposed to be there to ensure that the public receive the best possible service which has most definitely not been the case. Their staff were very unprofessional in their manner with the French manager stating "well these things happen!" He was very rude and impatient with me on the phone. It states in the codes of conduct 3(A) cancellation by principle - not cancel travel arrangements after the balance due date unless it is necessary to do so as a result of force majeure,or unless the client defaults In payment of balance.
To my knowledge , there have been no force majeure and my balance was paid in full on 23rd June 2017.
It also states 3(B) clients option on cancellation- if they are principles who cancel previously confirmed travel arrangement, inform agent and direct client without delay and offer client the choice of * alternative travel arrangements if available;or ** a full refund of all monies paid. Such refunds shall be sent to agent and direct client without delay.
I received my booking confirmation from Love Holidays on 19th June 2017 so I'm unsure why it has taken them 25 days to inform me that my accommodation wasn't available but still they took payment from my account on 22nd June 2017.
During the telephone call that I received on 13th July 2017, there staff were not being helpful in assisting me to find alternative accommodation that suited my needs but instead tried to offer me a hotel and were being very rude in their offerings as I tried to explain that my son is allergic to sea water and is severely autistic and doesn't deal well with social situation so therefore a hotel is not the ideal solution, that's why I had booked a Villa in the first place. They showed no consideration or empathy!!
I would like to suggest the staff and manager working at love holiday read up and make themselves familiar with the codes of conduct as I'm sure this would improve on the service they offer.
I'm very dissatisfied with there response, however, I have now had a refund after me having to chase them, costing me a small fortune on telephone calls to them as they weren't forth coming in returning my money.
Travel operator: Loveholiday
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