This review was originally a 5 star review. We booked a holiday package with Morgan G. to the Maldives and were told everything was included apart from one sushi restaurant. We specified we did not want to pay a penny more when we got there and wanted absolutely everything included.After receiving our documents a week later, it came to our attention, the package was not what we were originally told. The documents stated there was a buffet breakfast, lunch and dinner included and selected cocktails, but certain restaurants were subject to a credit and anything over this was an additional cost. There was never any mention of credit when we booked or when we queried this. When we questioned the documents we had been given, after speaking to Gold Medal Morgan told (in person) the paperwork was wrong and everything but one sushi restaurant was included in the price we had already paid. On another occasion we have been told there is only one dinner per stay included for certain restaurants in the hotel. The confusion and lack of certainty continues. Even when we finally sat down with the branch manager she was unable to give us a clear answer on what was included in our holiday and took 3 full days for her to confirm. She at this point offered us £300 as compensation but unfortunately this is less than 5% of what we have paid for this holiday and doesn’t begin to rectify their fault. We have now been in dispute with Tui for just short of a month. As we had conversations in person rather than on the phone, Tui are refusing to admit fault and take ownership for what was told to us. They are outright denying certain conversations took place. The way in which both staff and managers have spoken to us has been completely outrageous. Members of staff have sworn about managers on phone calls to us and we have even had an email from the branch manager admitting how “we did find Morgan to be completely unprofessional on the calls”. Further, not only did it take us days of asking to have a manager call us but our request for the regional manager to call us today will “not be fulfilled”. The holiday itself was booked with Tui via third party provider, Gold Medal. The manager admitted on several occasions how poor this company was and difficult to deal with. We were later told by another branch full terms and conditions should have been read out to us upon booking with Gold Medal. These were not. Morgan even informed us at one point that another customer had a complaint ongoing with Gold Medal which had been going on for 9 months now. Two members of staff have insinuated that we are lying and as you can imagine this is not the kind of customer support you could expect to receive in such a difficult situation. We booked this holiday a month ago and are due to go in less than two weeks and still are waiting for our correct documents which we should have had before paying. We requested the recorded calls ourselves as we have absolutely no trust in this branch. As you can probably guess, these have not been provided yet. (just advised will take upto 30 days now)We have now been assured that our main point of contact will undergo the relevant training moving forward. It is a huge shame that this wasn’t provided before we were completely stuck in this mess and experienced the most diabolical customer service imaginable as we certainly will never be booking with them again. We believe this branch have completely misled us on several occasions and missold us a holiday. Please be careful when booking with Tui Teesside park and ensure you are shown your documents before paying or discuss important information over the phone as if it isn’t recorded, they will deny things were said completely.
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At Gold Medal we’ve been supplying package holidays, scheduled flights, hotels, car hire, tours and excursions to the independent travel trade for over 40 years.
As a trade-only tour operator our holidays are only available to book through a local travel agent. We are a member of the Association of British Travel Agents (ABTA) and all the flight-inclusive holidays we sell are financially protected by the ATOL scheme.
We are also part of the Emirates Group, a dynamic travel and tourism operation with a global reputation for excellence spanning every aspect of the industry.
We welcome feedback from our travel agent partners and their customers, and will endeavor to resolve any queries raised.
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