Travel Republic are not listening

Mr ***** *******

20th  July  2017

Dear Mr *******

Booking Ref: ACM/15583860

We are writing to acknowledge receipt of your recent correspondence regarding your booking with Travelscape LLC which you arranged through Travel Republic.

We strive to deliver the highest standards of customer service at all times and treat all such issues raised by customers very seriously.

If you have made reference in your correspondence to photographs, receipts or other items or documents in support of your claim, and these have not been provided, please ensure that copies of these are sent to us as soon as possible.

We are currently investigating your concerns and will contact you again within 28 days from the date of this letter with a comprehensive response.

Yours sincerely

Travel Republic Customer Relations

TAP – No reply allowed as she wrote on a no-reply email address.  That’s fine.  I’ll reply via the blog.

REPLY

Dear Ms Daplin,

The issue of the flights needs resolving more quickly than 28 days.   We need to know within 7 days from our email.

The email from Massimo Hotel saying they had no availability is copied below.

It makes it quite clear that Expedia (Travelscape) were in error, not the hotel, as alleged by Travel Republic staff.

This email was made immediately after we attempted to book with you, and so there was no change in circumstances, or cancellation, as alleged by Travel Republic staff.  We had emailed to ask directions from the airport.

As the hotel are stating, the ‘mistake’ was made by Expedia (Travelscape), so not only did no contract exist and was void, but also Travelscape were negligent in offering holidays that did not exist.  The hotel had clearly notified Travelscape correctly.  Travelscape have been negligent in the operation of their website.  We have suffered inconvenience, shock and emotional distress as a result, as well as financial loss.

I spoke to the hotel staff by phone in French which they speak as well as Italian, and they confirmed that they had had no availability throughout August for a long time, and they had no idea why you were still accepting bookings online.

Please settle our claim for repayment of all our funds within seven days, and I will drop the count of negligence, remove all articles in social media publicising the details of this case, and consider the matter closed.

If you don’t settle within seven days, the matter will be pursued by our lawyers, Lanyon Bowdler of Oswestry, Shropshire.

Yours sincerely,

***** *******
——– Original message ——–
From: Hotel Massimo [email protected]>
Date: 13/07/2017 4:02 p.m. (GMT+00:00)

Hello,
we are sorry, but Expedia (not we) made a mistake and you will soon
receive the address of another hotel because our hotel is full in those
days.

Yours Faithfully

HOTEL MASSIMO
via Roma, 23
55049 VIAREGGIO (LU) ITALIA
tel. +39 0584 50318
fax +39 0584 407484
www.hotel-massimo.com
[email protected]

Dear Customer

Please note: this e-mail was sent from an address that cannot accept incoming e-mails. Please contact us via our call centre on 0208 974 7200 if you require further assistance

Kind regards,

TravelRepublic