NEVER USE THIS COMPANY. The holiday was a disaster from start to finish. LoveHolidays make it impossible for you to seek help or make a complaint. Myself and my partner are extremely unhappy with our experience over the last week. We booked this holiday in April, five months prior to the departure date. The holiday was a disaster from start to finish. To begin with, upon arriving to the hotel at 1/2am we were greeted by front desk (not a warm welcome at all). We gave our names for the booking to the man at front desk who then walked off without saying a word and another man appeared instead. He smiled and said ‘we have a problem for you’, so I thought he was joking due to the big grin on his face. He then proceeded to tell us that we had no room in the hotel we booked five months earlier. They had made a mistake on their end and we would not have a room until the following day. This was confusing due to the fact that other people on the same flight had a room without issue. He took our passports and copied them. Told us to sign form then pointed to a man and gestured for us to follow him for ‘spare room’. We naturally assumed this meant a spare room in the hotel until ours became available. We followed this man outside the hotel and told to get in a car, no logo for the hotel, with grain in the boot. He did not say one word to us and began driving away from the hotel. When we asked where he was taking us he said ‘sorry’ then mumbled in Turkish. We genuinely thought we were being trafficked. We arrived at the Phoenix Sun Hotel and approached front desk to not even be greeted. The man eventually said ‘Passport’ and stuck out his hand. He eventually told us a room number and nothing else so we began walking to find the room to be shouted at and told to stay put. Eventually someone came out to show us to our room. The room was not clean, the sheet wasn’t anywhere near big enough to fit the mattress, the toilet was filthy. We had been no information whatsoever regarding if we could have breakfast in the morning, where we were going in the morning, if we would be picked up and taken to the correct hotel. Nothing at all. When we woke up we went straight back to reception to request to be taken to the correct hotel. They said ‘10am’. We attempted to get some breakfast which was short-lived given the poor choice. We then had to ask front desk 4 times to contact our hotel and arrange for us to be taken back to our correct hotel. We were rudely shrugged off 3 times until the front desk man decided he would call Riva Bodrum. At 10:45, 45 minutes late, we were picked up by Riva Bodrum. Once we arrived to our hotel, we were shown to our room which was not as advertised at all, pictures speak for themselves. However due to the absolute nightmare that had already taken place and taken up much of our first day, we chose to let it go and try and get on with our holiday. The hotel was not as clean as it should have been. Fast forward to the final day which caused the most stress I have ever felt on a ‘holiday’. We contacted front desk to find out what time our PRIVATE TRANSFER, that we paid extra money for, would be collecting us. We were told to check a paper on the counter for our names on a list. To really go with the theme of the holiday, our names were not on the list. Front desk were helpful as ever and said ‘if your name is not on the list you have no transfer’. I went back to my room to get my booking details from my room and returned to front desk. He looked blankly at the phone and called over a colleague who then said ‘ohhh right yes, this company is very very complicated. We have many many problems with these. They do eventually show up but they do not contact us as a hotel to tell us when they will collect guests’. As you can imagine, we found very little comfort or help in this comment. The man told us we needed to go to a website called holiday taxis (even though the transfer company was supposedly called Golden Taxis) to fill out a form, which then returns a pre-populated paragraph stating they are to only be contacted by phone or live chat. There is no live chat function on the website and the phone call wouldn’t connect. The man then told us what you actually have to do is WhatsApp the number, which only someone with inside knowledge would know. So this is what we did, the WhatsApp returns an automatic response too stating it is an emergency contact centre and you must use the website. Going back to the website says again, you must use live chat (which does not exist). We received a response on WhatsApp asking for the passenger name then they confirmed pick up time was 20:45 for our 23:30 flight back to Bristol. All the while we were going back and forth trying to sort out this utter mess we paid extra for, ironically to avoid stress, a rep laughed at our stress and said ‘why try and sort this yourself when you can just ask a rep?’. After I had sorted this out myself I went to advise the rep we didn’t need his help anymore as he still hadn’t gotten any information to help. We had to check out of our room and keep ourselves busy for the day as the flight was in the night. When it came to 20:30 we spoke to two women outside who had been waiting for their transfer since 8pm and who had decided to call a taxi and pay for it themselves because they feared missing their flight (the same flight as ours). We then began feeling concerned as 20:45pm seemed to be cutting it fine for a 23:30 flight, gates close at 23:00 and the journey from the hotel was 45 minutes. It came to 20:45 and no news from the transfer. I what sapped to ask for an update to which they said ‘checking status of driver’. I continued to message until 21:05 to be totally ignored. We had to book a taxi which we had to pay for and we barely made it to the gate in time to board. I spent the last part of our holiday crying in a taxi thinking we would be stuck in the nightmare that seemed to never end which was this holiday. I could not be more disappointed in the service I have received from Loveholidays, I will never use you as a holiday provider again. Every aspect LoveHolidays have been involved with in this holiday has been a shambles. I have tried to ask for support in how to make a complaint to be responded to in a nonsensical sentence. LoveHolidays' policy not to allow customers to make a complaint until 48 hours after they have returned home is quite frankly wrong. The 'post travel query box' only allows 300 characters which is also utterly wrong.