TERRIBLE experience and even worse customer service!! We booked a last minute trip to Abu Dhabi and paid Love Holidays in full for the hotel and flights. I emailed the hotel a few days before our arrival to request a double room and the hotel said they couldn't find our booking. I contacted Love Holidays immediately and asked them to double check our booking - they reassured me that they spoke to the hotel and everything was absolutely fine and the hotel definitely had our booking. To our absolute horror, we arrived late on Sunday evening after a day of travelling to our hotel to find they didn't have our booking on their system. We'd never been to Abu Dhabi before and were stranded, it was really scary. We spoke to a Love Holidays agent on the chat who said there had been an issue with the supplier they use to book the hotel and our booking hadn't gone through to the hotel reservation team. They said there was nothing they could do and they'd give us a refund for the hotel. This was totally unacceptable, we were stuck in Abu Dhabi late at night with no where to stay because Love Holidays had made a mistake and all they were offering was a refund... where were we supposed to go?! We refused to accept this offer and demanded they sorted our reservation. As it was getting later and later, we had to pay for a room for the night and the Love Holidays agent assured us the issue would be sorted first thing the next day. We had no choice but to pay over £200 for a room for the night. The next morning we went to reception and asked if Love Holidays had been in contact with them about our booking (the agent said they would phone first thing) and much to our surprise, they hadn't heard anything. We spoke to yet another agent on the chat and finally got the in resort emergency contact number. Long story short, we spoke to a number of different agents throughout the day including a manager and no one could seem to solve the issue. We still don't understand why they couldn't just sort our booking for the rest of the week as the hotel had availability and we'd already paid in full. There was obviously something they weren't telling us. The whole experience completely ruined our first couple of days as we were waiting by our phone for an agent to call us with an update - we had to chase them so many times because they never called back when they promised. Eventually at 7pm the day after arriving at the hotel, we received an email from Love Holidays saying the issue had been sorted. Why did it take them 24 hours to sort this issue?! We have complained to Love Holidays about this and they are refusing to accept responsibility and haven't even apologised. We asked if they would pay the extra charges on our phone bills because we had to keep calling the agents and they have refused as they said we could've just used the chat.... we did use the chat but were told to call the in resort team. The whole experience was extremely stressful and was not the relaxing start to the holiday we needed. I will never book with Love Holidays again and will be telling as many people as we can about our awful experience.