Customer Relations Manager advocates stealing from clients

We booked a hotel which had already told Travel Republic/Travelscape that they were fully booked well before we tried to book them.  Despite that, Travel Republic/Travelscape accepted our online booking.

Travel Republic say they offered us two alternative hotels supposedly in the same resort but the alternatives offered are either not near the beach (15 minutes for an adult), and we have young children to look after.  Or they are a different bracket pricewise.

They first off refused to hand back the money for the flights.

Now Travel Republic are refusing to refund the money total.

What do they need the money for?

The hotel hasn’t accepted the booking.

This is now pure theft.

The letter stating that this amounts to customer care comes from the supposed Customer Relations Manager –

a Mr Allan Still.

20th July 2017

Please Quote Reference: ACM/15583860

Dear Mr *******,

Thank you for your email sent to Pre Departure Complaints on the 19th July 2017 and logged within the Customer Relations Team today.

We are always disappointed when a customer feels the need to complain about Travel Republic and I would like to thank you for giving me the opportunity to investigate this matter and write to you with my conclusion.

I understand from your complaint that as a result of an operational change made by Hotel Massimo, you are extremely dissatisfied with the service you received.  You have stated that this caused you significant inconvenience and you are consequently seeking an explanation of events.

Operational changes are an unfortunate aspect of the travel industry as, on occasions, hoteliers will overstretch themselves by taking on too many bookings with the expectation that there will be an element of cancellations throughout the season.

As we operate as your travel agent, we have no direct contact with the hotelier and therefore will be contacted by your accommodation provider when this occurs – in this instance Travelscape LLC.

On the rare occasion that an operational change does occur, the accommodation provider is required to provide a suitable alternative or a full refund. I can see from the notes in your booking, that the Hotel Spinelli & Villa Adriana was offered. As this property is the same star-rating, and in the same resort as the original, Travelscape LLC is unable to offer compensation on this occasion.

Whilst I have noted your request to a refund of your flight, I am unable to offer this as we have complied with all the booking conditions accepted by yourself at the time your booking was processed and when making your booking you confirmed a tailor made holiday, where all aspects of your reservation are classed as separate entities and they all derive a separate provider, contract and reference number.

I do apologise this may not be the outcome you are looking for, however I am sure you can appreciate, this is out of our control.

On a final note, please be assured that customer service is of paramount importance at Travel Republic and I am confident that we will in the future provide you with the high level of service that is our intention to provide, and which you have every right to expect.

Thank you for bringing this matter to our attention.

Yours sincerely

Allan Still
Customer Relations Executive

Clarendon House | 147 London Road | Kingston Upon Thames | Surrey | KT2 6NH | UK

TAP – he still thinks there will be future service!!!!!  theft is theft, mate.  people don’t usually line up for a second helping.