We booked a Hays package offer to Italy with the Walsall Hays Branch after seeing it advertised on Facebook in July 2022 that included 3 nights at a 4 star hotel in Sorrento and 7 nights at a 4 Star on the Amalfi Coast. We arrived in Naples yesterday evening after a delayed flight with Tui, to be told by a Tui rep that we can no longer stay at the first hotel (which we booked to be the Grand Hotel Capodimonte Sorrento), but they had us booked to stay in the Grand Hotel Capodimonte Naples (which we never booked nor would we book as this part of Italy is not very nice). The Tui rep proceeded to tell us that the “incorrect” Booking at the Naples hotel was fully booked and we was being put in the Ramada in Naples. This immediately was upsetting and causing distress as we never booked to stay in Naples in the first place, and now we was not only not staying in the hotel Sorrento we really wanted to stay in, but we was staying in a hotel that in Naples that we really did not wish to stay. All this being told to us after an hour after landing in Naples airport. This was suppose to be our honeymoon, a special and memorable time as a newly married couple but this was instantly ruined when we arrived. Not only that, the Tui reps were very abrupt, smirking when I was trying to explain we was never booked to stay in Naples, and that this was our honeymoon. To then be told that we can sleep at the airport if we don’t wish to stay at the alternative hotel they have offered. It was now getting on for midnight, we was tired, hungry and wanted our bed but we refused to go to the hotel and location of Naples to stay as we did not book to stay in this part of Italy and did not see the Ramada hotel as a well matched alternative. But the reps did not care. Instead we had to pay an additional £1500 to stay in the Grand Hotel Capodimonte Sorrento as we had originally planned but now out of pocket because Hays mis sold the hotel to us in the first place. I have tried to speak to a member of their team today to see if I can be reimbursed for the additional cost we have incurred as a result of Hays mess up but I have been told that we did not book for the Sorrento hotel even though I have written communication emails that say otherwise. I have lost all faith and confidence in the Walsall Hays Branch and strongly believe they lack the ability to accept when they have made a mistake, instead they are happy to leave us out of pocket during our honeymoon even though two members of staff have emailed me communications regarding the Sorrento Capodimonte Hotel back in March and April and more recently while being on the trip. If you are considering booking with this branch, I strongly recommend you reconsider because they are incompetent and lack any kind of customer service. It goes without saying that I will be taking this matter to ABTA and the Ombudsman along with my supportive documentation for them to investigate as this should not be allowed to happen.