I am writing to you to complain about the service you failed to provide for me and my family on our recent holiday to Spain last month. Our holiday was booked with your company 6 months in advance at your Cardiff office, I spoke with your manager representative and she guaranteed that we would receive a superb holiday with ‘no problems’. I can truthfully say that my family and I were provided with the complete opposite and we were hugely disappointed with the majority of our holiday.
Your manager representative and myself settled at the expense of ï¿½700 for 7 days at ‘Hotel San Pedro, Costa Del Sol, Spain’, Bed and breakfast only; I was told that this price would provide return flights, transport to and from our hotel to the airport, Accommodation for 4 people and 3 visits from a qualified rep whilst on our break providing us with information and tourist attractions in the area. Your holiday rep did not visit us once; we only received a poorly put together brochure which had been left behind the reception at our hotel.
Our ‘family’ room had only one double bed and one sofa bed, when questioning this at reception I was arrogantly dismissed. The transport you claimed to have arranged for my family and I never turned up and in addition I had to pay ï¿½80 for a taxi to the airport on our way home, this was not what we had been led to expect. I was disillusioned by your staff and received a very pitiable holiday.
As you will realise, I am very dissatisfied with the holiday we received. I booked the holiday looking for a stress free break with my family, when in reality all I received was hassle. Nothing went to plan. I and my family will not be using your company again and I expect at least a formal apology and a fraction of my money refunded. If you fail to do so, I will intend to take matters further.