Without exaggeration
Without exaggeration, this is the worst company I have ever had the misfortune of dealing with and I’ve dealt with some absolutely horrendous companies over the years.
I first contacted them back in October after the actual property owner gave me their details and assured me they’d sort everything out. Straight away they managed to quote the accommodation £900 incorrectly, which felt less like a minor mistake and more like they were just making numbers up for entertainment.
Despite this, they confirmed the booking was sorted and said I’d receive an invoice the following Monday.
The invoice never arrived.
I chased it multiple times and was eventually told not to worry because they “don’t usually send invoices until closer to the stay.” Strange considering they were the ones who promised it for the Monday in the first place, but fine.
Months later I contacted them again to ask a very basic question so we could book trains: what time is check-in?
No reply.
Messaged again. No reply.
Again. No reply.
Called them a number of times for some clarity and got through to a switchboard who couldn’t find ANY details for me at all.
The property owner contacted them directly and they lied to him about what had happened, which honestly was the least surprising part of this entire experience. (He forwarded a message they sent to him & judging by the content, they were not expecting me to see it)
I sent them a message to as if there was a problem they told me “no, everything is fine”
Turns out my booking had never actually been confirmed and they had no idea who I was.
So after months of being told everything was sorted, I essentially had a fictional booking.
From that point onwards they ignored every single message, including the one where I simply asked whether the accommodation was booked or not. I even sent a final message saying if they didn’t reply within 3 working days I’d leave a review.
In a stunning display of consistency, they ignored that too.
I work in a similar industry, so I understand mistakes happen. But there’s a huge difference between human error and complete incompetence. Getting prices wrong, failing to confirm bookings, ignoring customers for months and then pretending none of it happened is genuinely impressive levels of bad service.
I wouldn’t trust this company to book a taxi, never mind accommodation.
Avoid.
