Pictured – Travel Republic Senior Director Steve Jones and his co-schemer.
We booked a hotel via Travel Republic 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. They now refuse to hand back any of our money at all, and want to pocket the lot – over £1400, despite them not having to pay any hotel anything. Nice work if you can get it.
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, and we don’t want any other of the hotels they are offering.
This is now pure theft of our money. Just look at these posh Travel Republic Directors in dinner jackets grinning into cameras collecting awards for great customer service at ceremonies in the Park Lane Hotel in London. If only people knew the truth.
The letter stating all the above comes from Travel Republic’s supposed Customer Relations Manager – a Mr Alan Still. See below.
He obviously prefers getting his hands onto clients’ money to giving them anything that might resemble service. Promote the man. He’ll make a fortune for the company at this rate, clearly an outright genius.
Again he, like all others, uses a no reply email address, so I am replying via the blog as the only way open to me to get back to Travel Republic and their unrivalled level of customer service, for which they are winning awards and accolades (none of which is paid-for advertising I am sure).
PICTURE – Travel Republic winning best travel company award. “We are delighted to win the award for the second year running. It proves that we are providing the best deals, with the best customer service, and that is what customers want!” said Steve Dean, Commercial Director at Travel Republic.
TAP – I couldn’t agree more me old mate. That’s exactly what we want and expect! But who’s paying for dinner, Steve? It looks like it’s me. Are you really so hard up? I feel sorry for you and your desperate ways, truly I do. It must be hard keeping up with the Jones’ down there in Kingston On Thames. Don’t worry. You only owe me £1400 which your company has removed from my pocket by a most clever deception.
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.
Customer Relations Executive
|Tel:||+44 (0) 208 974 7208|
|Fax:||+44 208 043 0393|
Clarendon House | 147 London Road | Kingston Upon Thames | Surrey | KT2 6NH | UK
TAP – He thinks there will be future service!!!!! theft is theft, mate. folks don’t usually line up for a second helping. Please take note people. They’re stealing the bloody lot. Unbelievable! Please also note that the Hotel Massimo made it quite clear in their email that the wrong booking was not their fault but Expedia/Travelscape/Travel Republic. Methinks it’s time the bandits held up their hands and conceded, or their faces are going to be well and truly covered in the proverbial.
Twitter storm beckons @TravelRepublic. Here’s one with 314,000 followers. Towie’s new girl – Chloe Lewis.
See link for email from Hotel Massimo. It’s pretty obvious we are not the only ones.