Hi
I have never used this site before and am desperate for some advice about a booking I have made with Travel Republic.
Hope somebody can help? Here goes............

I have made a booking with TR (flights, hotel & transfer) all of which I understand have been booked as seperate items, not as a package, this I am absolutely fine with & have read all the T&C's first, I know TR act as my agent and not my supplier or provider etc. I am travelling with my family (3 of us in total). Some friends decided they were also going to make the same booking as us and so we are all now going away for Christmas, staying in a 4* All Inclusive hotel, I have never stayed in such a lovely hotel before and usually opt for the cheaper option of self catering, but as a Christmas treat we have decided to push the boat out. Our friends have also now made the exact same booking as us, same flights & hotel.

My friends received an email from TR titled 'MAJOR HOTEL CHANGE' on 3 October. The contents of the email were basically advising that the original hotel had informed TR that they were no longer going to be open over Christmas and an alternative hotel was being offered, with the same room type and board basis. My friends were absolutely fine with this especially as it seems the alternative was a slightly better hotel. Before confirming the alteration my friend gave me a quick call to make sure we had received the same email, and were accepting the same alternative hotel.

You can imagine my surprise when she told me this as I not received such an email advising me. I contacted TR to ask what was going on to be told that my provider 'Transhotel' had not infomred them of any closure so this was why they had not informed me. On inspection TR agreed that the original hotel was indeed now closed & they advised me that they will be sorting out the same alternative hotel that was offered to my firends as they understodd we are travelling in a group.

It has now been almost two weeks since I first made contact with TR and this has still not been rectified. TR NEVER return my calls, they have done absolutely nothing to solve this problem for me and are constantly blaming 'Transhotel', my hotel provider. I have got no idea how to progress with this. I have spoken to Transhotel (in Madrid!) and they advised me that they HAVE told TR of my hotel closure on 11 October and they were waiting for information from TR about the alternative hotel they have offered.

I have spoken to managers at TR, as well as customer service staff who quite frankly have no idea how to speak to their customers, they are rude, unhelpful and just blame Transhotel. They assure me I will receive a call or email updating me by the end of the day but I have never had any communication from them. The only information I get from TR is if I phone them and then all they say is they are waiting to hear from my provider.

I am getting really frustated and quite upset now as I feel TR are doing nothing to help me, does anybody have any advice or suggestions as to how I can solve this problem with TR as they are unwilling to put me the customer first and think that by them blaming somebody else that everything will be fine, but when that somebody tells me that TR are indeed fully aware of the situation and the alternative hotel offered what am I to do?? Thanks