This one is long but every detail is needed!!! A party of 10 family members had booked through 3 separate bookings. We were told we were affected by the insolvency and as time ticked on we heard nothing. Then one of the parties were told they were being moved hotel, the other two weren’t. After speaking to someone on the phone who was adamant there was nothing that could be done and if the other 2 parties wanted to join they would have to re book and potentially pay extra. In the end a lady over email kindly relocated everyone to the new hotel free of charge- We thought our worries had gone! Time to relax before the holiday began. On arrival at this new hotel we were told there was no reservation for us and then they announced there was also no space!!! You can imagine 10 people, 10 nights, beginning of August, all inclusive, 5 star. The sheer panic and upset fled through us. We were travelling with young children and with them crying through, the thought of having to go home was unbearable. For what felt like hours of phonecalls and live chats to love holidays they told one party that they had found a new hotel. I say hotel it was a vineyard on a farm, no pool, and bed a breakfast, 3 star. Absolute joke! I was quick to tell them this was unacceptable. In the mean time I am discussing the options of compensation as were the other 2 parties on webchat. They started off by offering 150% of the original hotel cost or the new hotel they found. Well we definitely was not going with the new hotel! So I made sure all three parties were told the amounts and then made them up it to 200%. One party was £5,900 for 5 people, one was £3,900 for 3 people and the other party of two was told £3,100. Which actually wasn’t a hard bullet to bite but still if we accepted this we then had to go home or find alternative accommodation. After hours of searching because what we wanted was so hard to find. We found a lovely hotel, it was only 4 star and half board but at this point we were so desperate. We all accepted the compensation costs and paid out for the new hotel. £10,000 later we paid out for the new hotel but knowing we was getting the compensation and a little bit more each for our troubles seemed ok at the time. We arrived at the hotel which is lovely but it’s no 5 star all inclusive, at this point we cannot complain we’re on holiday. So with emails back and fourth regarding the compensation and them asking for bank details, they also wanted proof of the new hotel booking before paying out. So we sent screenshots… one party got paid their amount that was quoted whilst the other two were waiting for it to go in their bank after being told 48 hours. We asked them to put an urgent request for this as we needed the spare money now we wasn’t all inclusive. After a day the other two had now received emails from Love Holidays saying that the amount quoted had gone down as they were taking it from the new booking booked!!! The party that received theirs of £3,900 was part refund from the total we had paid for the new hotel! That is NOT what they said. They quoted us the compensation before we even booked the new hotel because so they should give us it. They emailed one party back saying it was ‘up to 200%’ which was a lie. They said ‘we will offer you 200%’ so I sent screenshots of their emails and live chat conversations which they then replied it was the new booking they were refunding. I have then sent more screenshots explaining that everyone was given the quotes before the new hotel was booked so it is nothing to do with the new hotel it is the original one they are compensating for! The booking that was told £5,900 was told a new price of £3,600. The booking that was told £3,100 was now told £1,900. We spent 2 days of our holiday communicating back and fourth, sending all screenshots. Love Holidays ended up saying that this was their colleagues mistake of the compensation amounts and that they can only refund the local price of the new hotel. 10 of us who were expecting this money to cover the original hotel cost and more to help out now we were not all inclusive were left with nothing. Just the money to cover the new hotel. The £3,900 and £1,900 payment had been sent almost straight away. The other £3,600 gave their bank details the first day we arrived was told 48 hours later. Then a week later was told 14 working days! DISGUSTING!! Love Holidays sent an email and decided to close the case and not respond, absolutely disgusting customer service. All because they did NOT rebook us into the hotel after confirming they had. Our first family holiday completely ruined and so so stressful, full of worry and panic. No extra compensation for the troubles they have made us encounter. I will never use this company again, I have been so loyal and been using them for years and this service and empathy is unacceptable.