1* Rating is too much ... On 8th July 2020 I asked a teletext agent to quote and check booking of 4 rooms for 7 people – 3 generations of family classed as a group booking in a specific hotel in Benidorm May 2021. The agent later confirmed he had spoken to hotel and organised the rooms and even a discount! He sent a quote for this with flights and I then paid the deposit. The next day he phoned and stated the hotel was actually shut for the week I wanted. I phoned the hotel and it was shut for a year for refurbishment. Unhappy about his lie, I however had the flights and wanted a package to the same resort. After another pushy agent tried to re-book me on the spot I checked and then asked the agent to book me another hotel. I clearly stated I wanted the superior rooms with balcony (as this hotel was cheaper) No quote was sent just a confirmation of booking which stated standard room and did not state balcony. From this point on I have been trying to contact teletext holidays to correct the booking. Hours on the phone each time waiting gets me to an agent who can’t transfer me as they are working from home in India – but promises a call back in 48 hours (which has never happened ) One agent actually shouted at me and put the phone down after telling me I had agreed these rooms and they are non- refundable. Approximately 15 emails have also been sent with no acknowledgement. I do understand that the covid refunds are taking time but these agents should not have taken the bookings incorrectly and lied. I do expect customer service to help. This holiday is to be funded by my 80 year old mother, who is treating her family who worked as key workers throughout lockdown. My mother has modest savings and can’t afford to be out of pocket. To add to this , it would be impossible, dangerous and a health and safety issue for her to climb into a bath, which is why I stated Superior rooms as they have a walk in shower. Can anyone please help me with idea to resolve this as I now have paid for flights and have rooms booked that are unsuitable and not what I asked for. I did also however want the security of a package. To conclude, this situation and lack of service has led to anxiety and stress .