If I could give 0 stars I would. I have contacted Love Holidays on many occasions as it was agreed with one of their customer service agents, Aman, on a phone call on Friday the 14th of June that the wrong hotel had been booked. He then spoke with his superiors and told me that their allocation had been used up for my preferred hotel and to book directly myself which I then proceeded to do. I was assured that Love Holidays would refund the full amount of the hotel stay. I still have not received that refund or an email with confirmation of a refund, and after both myself, my daughter and partner have contacted them on numerous occasions, of which we have screen shots and phone records, we have still not got any further in resolving it. They record their phone calls which contains proof of this agent agreeing to refund me. Every time I reach out, the issue is treated as a new query via their app. It's ridiculous that they don't have a complaints email because they can't seem to answer the phone!! Nobody has phoned me back as we have asked them to numerous times, and I can't speak with the amendments team. I spoke to Gayle, Nea and Cheshta on 3 separate occasions via the app who all told me that I would be contacted by the end of the day and that they 'fast tracked' and marked this query as 'urgent'. There has still been zero contact. My daughter left a review here on Trust Pilot and they replied saying they could not discuss the issue with her even though I previously gave permission for her to liaise with them. If you want a company to ruin your holiday, you've come to the right place with Love Holidays! I will certainly be taking this further with local radio stations, numerous social media platforms and other reviewing websites, while also seeking legal options. I'm surprised the company hasn't shut down with the way they treat their customers- disgraceful way to conduct business. I am sure this review will be replied to with a 'sorry to hear about your experience', rather than contacting me DIRECTLY which I've asked for a thousand times. In my opinion Trust Pilot need to re-access their rating of 4.2 for Love Holidays because it seems that there's a new bad review being posted every hour!!