I don't even know where to start. We have been saving for our holidays for the last 2 years and this time we decided to use a travel agency as we have a little toddler - we chose escape2 which belongs to Club Travel. We thought it would be better to book the holidays thro a travel agency as they would help us and guide us if we had any problem - this couldn't be further from the truth. We book the holidays 8 months before and changed hotel 5 months before the actual holidays. Since then we have been given misinformation over and over again. Every single person we speak to tells us something different and say they will contact us afterward which never occurs. We had to ring different companies to double check the information provided. The latest and worst is now, 2weeks before our flight they tell us the hotel is overbooked and that they are moving us to the only hotel that I didn't want to stay in. We checked with the hotel chain and guess what - they never booked our accommodation. Only when I spoke with a team leader complaining of the lack of point of contact/information, they realised they never booked the accommodation 5 months ago. They booked the only available hotel then in such a rush that they booked the wrong dates and they never booked a cot for my little 1year old. I sorted it out directly with the hotel. We caught them lying over and over and they keep telling us that it is out of their control as per the terms and conditions - how not booking the accommodation in first place is out of their control??? We have an email from the hotel confirming all of this. No will from the agency whatsoever to get to the bottom of this - their attitude has been take it or leave it. All of our party is in total distress - sleepless nights, tears and stress trying to understand why a holiday of a lifetime has been ruined by their attitude and lack of support. We tried to contact their manager but they won't provide us the information. We feel totally helpless and we don't know how can they do this and get away with it. This is no way to treat a customer. What's the point in using a travel agency if when something happens they don't support you?!
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