APPALLING BEHAVIOUR A week before celebrating our 25th Wedding Anniversary in Barbados, mum sadly passed away. Obviously this meant we would have to defer our celebration. We contacted Love Holidays who asked us to commit to another date. We said now isn’t the time but ‘any time next year’ would be okay. They explained we would have to or lose all our money. So we picked a date in January but explained we wouldn’t be going then. This cost £25, no problem so far. Three days later they came back to say that date wasn’t available, again we said any date would be fine. They insisted we gave them three more dates. On the day of mums funeral they once again came back saying all those dates were not available. I explained today was mums funeral again they explained that they understood but we would lose the full amount of our booking if we didn’t give 3 more dates. We even said given their booking issues we would go to the Paphos as well as Barbados as an alternative, three days later whilst grieving they once again returned to say those dates were not available in either destination. Doubting this we rang the Mango Bay Beach Resort hotel in Barbados directly and were told,’yes’ definitely the rooms we booked on the dates we requested were available. We called Love Holidays who disagreed with our findings. By now the idea of celebration has completely disappeared. We rang to get through to ‘customer complaints department’ but it seems Love Holidays don’t have one! You guessed it, we were asked once again for three more dates. Three days later we received another call ‘yes we have a room at the Mango Bay Beach hotel on one of the dates. Great we’ll book it. However as the conversation developed yes we had a room but not the specification we had booked for our Anniversary it was much less by a road. It was also a little more expensive. When we crunched the numbers it was 40% more expensive or an extra £1,700!! We once again complained and eventually they said our issue had been escalated (not sure who to?). Two weeks passed with no feed back. I called them back again and the gentleman told me he had asked for this issue to be given more focus. That was seven days ago…NOTHING. All we want is a room of the same spec as originally requested any date next year (and is available according to the hotel) or a different destination, again we have given them all the details and dates for an alternative destination, for roughly the original budget we gave them. Or if this is not possible we understand, please return our monies whichever suits Love Holidays best. Their behaviour and lack of empathy at such an emotional time for ourselves has been appalling and incredibly upsetting… and it is still continuing. They are happy to take your money but not happy to help. DONT, DONT, trust this company. They are not a Travel Agent in the true sense of the word but an intermediary. I’ll let you know if this gets resolved, but in the meantime we will be taking our issue to other social channels to warn others. We have now taken legal advice and will be taking this much further.