I would never book with Loveholidays again having booked with them a few times previously. Up until now I have had an okay experience with them but this time was awful. We stayed at a hotel in Mexico for five nights. The last two nights the hotel lost ALL electric and hot water so we missed dinner one evening due to there being no electric and had to get ready in the dark with our phone torches in order to go out and find somewhere else to eat. We then got back and there was no water so we couldn’t even wash and the aircon wasn’t working due to no electricity so we spend the night absolutely boiling with no water. Some guests even had to sleep outside by the pool it was so hot. The next day was no different, no electricity and I contacted loveholdiays at around 7am that morning to get moved hotel because the situation wasn’t improving and there was no estimate of when the electricity would come on again. I didn’t get a response from loveholidays for hours and had to spend most of the day sat at reception where there was the only bit of electricity to keep my phone charged and to be able to check emails awaiting loveholidays response. After chasing loveholidays multiple times and liaising with the hotel reception I finally got a move out of the hotel at around 7pm. The hotel manager said he would be refunding us for two nights due to what had happened. This was agreed in an email to myself and to loveholidays. I then contacted loveholidays on return and waited for customer services to respond to my request for the refund. Only to be told we would only be getting a refund of 10% which was £60. £30 each for me and my friend. This is not what we were told the hotel would be refunding and is certainly not the cost of two nights. I queried this with the customer service person by the name of “Yanda N” and asked to speak to a manager only to be told there was nothing that would change. I have responded to ask where the money is going that the hotel have written in an email that they will be refunding but due to the email stating their “position remains unchanged” am not expecting a response. I cannot understand how this is deemed fair when the hotel have said they will refund therefore it isn’t costing loveholidays anything? Do not book with them whatever you do. I understand the issues were nothing to do with them but how can they deny us money that the hotel has said they will refund?