If you’re booking with Love Holidays, what they have advertised is not necessarily what you will get. The principal requirement for our family holiday was an onsite water park for the children. We found what we thought was the perfect holiday and booked with excitement. However, this excitement turned to despair when my wife inadvertently found out via the hotel’s Instagram feed (the day before our departure) that the hotel’s huge water park would not be open until May, so would be closed for the whole duration of our holiday. Whilst we thought this was unlikely, we double-checked directly with the hotel for peace of mind, but we were surprised to learn that the hotel had advised all tour operators of this well in advance. Love Holidays have been next to useless at helping, despite the clear error on their part. Whilst many reviews comment about the ease of booking, which I do not disagree with, the true mettle of a company is how they handle a situation when things do not go to plan. Love Holidays are quick to take your money yet their customer service is appalling. They make it extremely difficult to get hold of anyone, with a pre-recorded message on their phone lines continuously stating how busy they are. If you miraculously do manage to get through (which in my case was after a very long wait), the staff are not empowered to do anything and refuse to put you through to a Manager who would apparently be just as powerless to help. I explained the issue and was initially reassured, with Love Holidays insisting that the waterpark was open. It was only when I maintained that they needed to call the hotel directly that they returned to confirm what I already knew. Whilst the lady was empathetic and apologetic, I was told there was nothing she could do to help, despite this clear breach of contract - providing false information to no doubt secure more bookings. What’s even more alarming is that Love Holidays continues to falsely advertise and sell the holiday with no mention of the closed water park, which can only be assumed as a deliberate attempt to mislead, despite the hotel and myself telling them that their advertised information is wrong. This was due to be our first holiday in 3 years - we were all packed, airport parking booked, time off work arranged and now have to console our understandably upset young children and deal with the additional stress of trying to get our money back. This was an entirely avoidable experience had the holiday been advertised truthfully, yet Love Holidays are clearly more interested in dishonestly obtaining money from customers. They accept no responsibility on the matter and have no desire to put things right to avoid other customers also being misled. I would strongly urge you to proceed with caution on any potential booking with Love Holidays as like myself as you may think you have found the perfect holiday, only to find that you have been misled and are facing an uphill struggle to get the refund you’re entitled to for the significant money paid. This is my first and last booking with the company and I regret not sticking to the reputable tour operator that I have used in the past. You have been warned…