We booked a package holiday (flight + hotel) through a travel service. Unfortunately, when serious problems arose during our stay, the service did not take responsibility and failed to properly evaluate the situation. Our hotel experience was marred by ongoing construction noise, inadequate cleanliness, restricted access to advertised amenities, and unprofessional staff behavior. We filed complaints during our stay and reached out to the service while still at the hotel. We even provided clear evidence, including videos showing the construction noise. Despite this, the service did not address the core of our complaints. They continuously referred only to the hotel’s internal notes and timeline, disregarding the evidence we submitted and the issues we highlighted. The service repeatedly stated that the decision was “beyond their control” and that the hotel’s ruling was final. For a package holiday, this is quite alarming. According to package travel regulations, the organizer should be responsible for the overall holiday experience. Instead, the service distanced itself from responsibility and acted merely as a messenger for the hotel. Throughout the entire process, we received generic responses that failed to address the actual issues, merely restating the hotel’s perspective. There was no genuine, independent review of our case nor a fair evaluation of the overall impact on our holiday. If you encounter problems during your trip, be aware that the service may refuse to take responsibility and close the case without addressing the real concerns, even when evidence is provided. Based on our experience, we cannot recommend this travel service.
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