I made the mistake of booking with hays travel as it was acquiring Thomas Cook shops. Big Mistake indeed. I came away without any paperwork on the first enquiry,the hotel told me I wasnt upgraded when I was told by the travel agency staff it was a Platinum service. Had to pay extra at the hotel.
Came back home and got nowhere with Hays they are only interested in taking money not dealing with complaints.
Looked on Trust pilot and was shocked at the reviews and how bad they're reviews were .68% unhappy with their service, Wish I had seen that before booking! The complaint has now been escalated to Abta.