I’d like to share my experience with LoveHolidays, which has been the worst in terms of “customer service”. Before booking with them I checked the reviews online and was surprised about how many people complained about receiving a different room to the one they originally booked. Therefore, I was very cautious and asked the representative on the phone to confirm that we will definitely receive the room with a balcony that does exist on the hotel’s webpage. She explicitly stated that she can already see on the confirmation PDF that the room has a balcony. I was happy and booked the room. 30 minutes afterwards I received the confirmation email with a standard room, excluding the balcony. I immediately called up LH again and stated the incident – they promised to have a look into that. This was 7 weeks ago. After one week they even admitted that this was their fault and promised to get this resolved with the sales team asap. In the meantime, I have sent an endless amount of emails and called them up many times but the answer is always “we appreciate your frustration, we chased the sales team again, I can’t do anything from my end”. I’m going on holiday in 5 days and haven’t received any response. It looks like I will have to pay for a hotel room that I could be offered since it exists on the hotel homepage but LH refuses to book this one and instead just leaves me with the standard room. They haven’t offered to book the correct room, any discount, any refund – just no response and “we can’t do anything about it”, despite the fact they admitted it was their fault. During the booking process they sounded lovely on the phone but afterwards they just refuse to be of any help. Strongly recommend to not book via this agency – pure luck to receive what you paid for!