Name: loveholidays.com
Rating: 1.18

“No flexibility in bookings that go wrong and a complete lack of understanding of the customers needs. I have been waiting 4 days for confirmation that I am not going to be charged by both them and the airline company for a changed flight that was reported as wrong within a couple of hours of receiving the confirmation.”

Helpful Report

Posted 7 years ago

“This is my first booking through Love Holidays and will most certainly be my last. I have had nothing but hassle from the start. I tried contacting love holidays customer service to check if I could add a passenger onto my booking to be on hold for around 30 minutes I requested a call back which never happened. I ended up calling the sales line the following day and got put through to customer service straight away to be greeted by someone who really didn’t want to help and told me I needed to add passenger on in manage my booking which I did. To then wait a couple of days for a response advising there was no availability at my chosen hotel. I then made a request to change hotel and once this was confirmed I then requested the passenger be added. A new quote was emailed I then replied to confirm to continue with changes and queried the room type. I had a reply the following day to confirm room and again I agreed to continue with booking. After a few days I had still not received amended paperwork so chased it up with another email to be advised that they have not received my confirmation. After spending a further week emailing back and forth I was given a new quote which was around £50 more than the original. Then the following day I received yet another quote which was a further £40 more than what I had received the previous day. I requested a call from a manager to discuss the poor customer service I had received which I am still waiting for (this was around 2 weeks ago). I did call and after being on hold for an hour and half finally spoke to a guy called Ben who apologised and advised they have received confirmation emails and he is unsure why I was told they hadn’t. I was also told that I should pay the original amount as it was their error and he sorted booking to add additional passenger, changed hotels as I had previously requested and sorted flight as we were originally booked with monarch. Although I spent over 2.5 hours on the phone this did restore a little bit of faith in love holidays until the payment was due as I had set up a monthly payment plan for around the 11th/12th of each month. I actually made the payment using manage my booking on the 10th to then receive 2 emails the following day one advising payment had not been made and the other confirming payment is successful. I thought this may have just been a cross over with payment and logged into my account to see payment had been updated as received. Then today I have received an email from credit control advising payment has not been made and that I need to contact them to make the payment. I again logged in to my account and the payment is showing as deducted from my balance and after checking my bank the payment has Been taken. I will most certainly not use love holidays for any future bookings as they’re customer service is lacking and nowhere near any other companies. I would recommend their “customer service” teams attends training on how to deal with customers as it is diabolical. Anyone thinking of using this website please rethink and read reviews before spending your money with love holidays.”

Helpful Report

Posted 7 years ago

“We purchased hotel accommodation with the help of Valerie Burton at Loveholidays.Having carefully read through previous reviews before taking the plunge, I actually rang the company and Valerie picked up. I discussed with her the negative reviews ( I am fully aware of the truth that people are always inclined to report the bad and overlook the good experiences). Valerie was most reassuring and I felt confident from speaking with her. She backed up our conversation with an email of reassurance, then did the same when the booking was complete. A later email arrived too, checking that I was happy with everything. She even contacted the hotel directly to request a particular room on my behalf. I told her that I would write a glowing review on our return. Her it is! Thank you Valerie. I will definitely use Loveholidays again ( and hope to get straight through to you!”

Helpful Report

Posted 7 years ago

“So bare in mind I haven't even spoke to love holidays on the phone ... As of yet. I booked a holiday to Egypt in June. And I cancelled the holiday a week or so later Because things came up. I couldn't even speak to someone to cancel I had to email. They replied saying the holiday will be cancelled and that they will send the invoice for cancelling. I get that I wouldn't recover my deposit. They emailed again to say my invoice is attached and I replied there is nothing attached. Emailed the same thing again and got the same reply with nothing attached. I wasn't going to be paying any additional charge after I cancel well in advance and didn't even enquirer about my deposit back. I have just received a letter they are going to take me to court if they do not get £800.00 that's more than the holiday would have cost. They won't be getting a penny. And from what I've ready about thier customer service. If they want it they'll have to call me. Also with this was no warning of if you don't pay we will take you to court etc. Just the letter saying they will if it's not paid. Do not book with this joke of a company.”

Helpful Report

Posted 7 years ago

“DO NOT BOOK WITH LOVEHOLIDAYS My whole experience with Loveholidays is one of nothing but stress and anxiety. I simply booked a hotel and flights through them. I became uncomfortable after reading reviews about people being let down a couple of days before departure with their hotel no longer being available. So I contacted our hotel directly and funnily enough – there was no booking for us. Despite reassurance from Loveholidays that everything was in order, quote: “Hi Carol, the hotel have your reservation but our hotel suppliers do not send passenger names over to the hotel until 1 week before departure. Your booking is all confirmed so please do not panic. If there is anything else we can help with then please just let us know. Charlotte”, I could not shake the unease. Lo and behold, a few days later I received an email advising me our accommodation was no longer available. They were happy to take my confirmed quiet, out of town, beach front, spa resort, sports facilities, 4 pools, various restaurants – all singing and dancing resort - and exchange it for a back street, no facilities, small undesirable hotel, that I wouldn’t want so spend one day in. However, I was ahead of most people who get the standard email, purely because I had time to do something about it. I booked (and payed for) another hotel as a back-up. A hotel incidentally Loveholidays couldn’t book because they said there was no availability! Loveholidays customer service is appalling. Once they receive your booking, their involvement ends. It’s impossible to get through to them on the phone. They never return calls. You have to resort to stealth tactics and trick them into talking to you. When I asked to speak to a manager regarding my problem, she had the audacity to say “I can’t speak to you long, we have others customers waiting”. She had no interest or desire to listen or help. It was only down to pure tenacity and unwillingness to accept their underhand approach that this situation was resolved satisfactorily. I involved ABTA. I did not ease up on the barrage of emails and calls. Finally, a few weeks before departure our original hotel miraculously became available to us.”

Helpful Report

Posted 7 years ago

“EXTREMELY POOR CUSTOMER SERVICE”

Helpful Report

Posted 7 years ago

“Be very wary of booking with this group, it transpires they pass your booking to a third party to fulfill at which point both companies absolve themselves of any responsibility for the package you have booked. Loveholidays did review our claim and dismissed it with a token offer of compensation which in no way compensated us for the experience, the customer service reps, including Senior Customer Relations Executive did not fully respond to our questions and in fact claimed that the situation was beyond their control as an agent, as a result my review is more emphatic than before....a holiday which does not meet the description is regrettable, but an agent who denies all responsibility whilst proffering poor service and a paltry compensatory gesture are unforgivable.”

Helpful Report

Posted 7 years ago

“Amazing service. We booked full package holidays. Everything was spot on. From transport, flights, hotels, return cars. Everything taken care of. Holidays were amazing too. Will definitely use it again!”

Helpful Report

Posted 7 years ago

“I booked a holiday through love holidays, we had a 6 hour delay and ended up flying out with a different unheard of airline, when arriving to out desternation 6 hours later than expected we didn't arrive to the hotel until gone midnight. Once there the hotel told us we didn't have a room and was to be put up in a different hotel for the night. We was put in a taxi and taken to a different hotel. The next day we missed breakfast as it finished at a different time to our original hotel. We was then picked up we had to wait half an hour for this. At our original hotel we had to wait until gone 12 for our original room. We was offered nothing. When I complained to love holidays nothing was done. AWFUL SERVICE do not book with this company!”

Helpful Report

Posted 7 years ago

“DISASTROUS EXPERIENCE WITH LOVE HOLIDAYS, APPALLING CUSTOMER SERVICE. THIS IS NOT A TRAVEL COMPANY, JUST A BOOKING AGENT WHO TAKE NO RESPONSIBILITY IF THINGS GO WRONG We are a family of 6. Although my husband and I have travelled extensively in the past (including to India), we have never taken the children abroad as we did not have the money whilst they were growing up. This year we offered to take them on a special holiday and after a lot of juggling of work and other commitments, were able to identify a 6 day holiday to Marrakech. We chose a 5* star hotel with fully inclusive option, hoping to have a premium experience. This was a relatively late booking but the flights and hotel were showing as available, we paid over £5,000 which was debited from our account and were given no indication of any problem. During the weekend prior to our planned travel on Thursday 10 August, I started to become concerned that we had seen no travel documents. An email had been received from you advising us to access these through 'manage my bookings' but no documents were available. I instigated a live chat to enquire and was told that there had been a problem with flight availability and that 'someone should have been in touch' to let us know. They were unable to give us any further detail and left us with the option only of waiting until the following Monday before our planned travel to try and find out via the customer services helpline what was happening. This filled me with horror as I had previously found any attempts at telephone contact to involve sitting around for long periods of time trying to get through. Athough this issue was a disaster for us as a family, the response we initially got to our worry was offhand, disinterested and with no attempt at empathy or customer care/service. It took multiple time consuming and worrying attempts to even get to speak to someone who would listen to us and have any authority to take action or make a decision about how to resolve this. The action eventually agreed on was that Love Holidays would refund the flight element of the holiday and we would try to secure our own flights as we did not want to disappoint the children. We were initially told the refund would take up to 5 days and we did not have further funds to use so our holiday was once again in jeopardy. After further pressure, they agreed to make a quicker refund and we spent two stressful days of waiting for the return of the flight money, searching for flights which were eventually not confirmed and paid for until the day prior to departure. Instead of approaching the holiday in a calm and happy way making last minute arrangements, we were stressed, worried and exhausted. The flights we managed to get were long involving a midnight departure from home and with stop-over/plane change/hanging around in Madrid half way rather than the direct flights we had selected with Love Holidays. We were also advised that the pre-paid transfers would be changed to meet our new flights. However, this was not done and we arrived in Marrakech exhausted with no-one to meet us. The hotel was not of a 5* standard - we would rate it more as 3*. The rooms were relatively clean but basic and one of them smelled of slight sewage. The hotel whilst potentially lovely was like a holiday camp with loud music played around the pool most of the day and sub-standard 'entertainment' (mostly a man singing with an electronic piano) very loud until 11.00 pm each night. I had filtered our holiday search through the Love Holidays website to only include hotels with gym/fitness facilities as 3 of our 4 boys use a gym daily. These and other facilities such as any acceptable eating places other than the inclusive buffet which was making us all ill were at an additional cost. The gym was the equivalent of £9/day for single use per person. In the end, we compromised and I paid £30 each for two of the boys for a 5 day pass which only allowed for a single 1 hour entry per day. In the end, they were both so ill that they hardly used it. 'Inclusive' drinks included miniature size paper cups in the poolside bar, sometimes served with drinks after witnessing the bar staff fishing flies out of with their hands and continuing to serve. Our most serious concern was relating to food/illness. We booked the all inclusive option believing this to be a premium option and wanting to spoil the children a little for their first foreign holiday together. However, each wearing a yellow plastic wrist band all the time entitled us to only access a sub-standard buffet dining room where food was laid out for several hours with flies buzzing around and smelled so awful that we all felt nauseous upon entering. The same range of salads and ass produced mini desserts appeared at virtually every meal and the pile of bread rolls was not removed between meals. We all very quickly became ill and had varying degrees of nausea, vomiting and diaorrhea. After several days of not eating, my 14 year old passed out in the dining room, banging his head and face on the skirting and tiled floor. He had a cut on his head and nasty cut and bruise to his face. The guest relations person had an uncommunicative and unfortunate manner/disposition for the role she was performing. She asked if we would like a doctor to check him over. We said yes as he had had a nasty bump to the head and had an open wound. She then returned with someone with a badge marked 'Security' and a first aid box saying that the Doctor wouldn't come as he couldn't be sure that he would be paid. He had suggested that we should call an ambulance to take him to hospital. My son at this point was very shaken and scared at the thought of going so we said we would take him to his room and stay with him/watch him carefully for any signs of concussion. Whilst this was happening, my husband was in our room with vomiting, diaorrhea and severe abdominal cramps. We later expressed our concern about the food/illness to the hotel and asked them to record our concerns and my son's accident but they said they were not responsible and had no system for recording such things. We had at this point not had a holiday at all, we had all been ill, had spent most of our time in our rooms and my son was no longer able to use the pool or be in the sun due to his face. We all felt ill and none of us trusted the food and were mostly not eating at all. My two younger children and myself reluctantly decided to pay £750 to arrange earlier flights back to England on the Monday night prior to our planned departure on the Wednesday. The whole experience was a nightmare starting with Love Holiday's inability to provide the flights as booked and then providing accommodation which was not as advertised and which had seriously sub-standard food/hygiene standards. There was no support on site to address any of these issues or system in place to do this. Signal in the hotel was poor and mobile calls very expensive and impractical for trying to address these issues through the 'in resort' customer service line. Any calls to Love Holidays prior to departure had been slow and unresponsive and would have been horrendously expensive for us at a cost of £1.40/minute for mobile call. We were also all ill with sickness and diaorrhea and obviously more focused on coping with that. Love Holidays have responded that they are not responsible for any failure to provide services as advertised on their website, that our agreement is with the third party providers. However, our contract was made and money paid to Love Holidays and our complaint relates to the significant failure on their part to meet the service advertised relating to flights, hotel or transfers and overall inadequate customer service. We returned having been ill and injured, feeling worse than we did before the holiday. It was a complete waste of money and not in any way as presented on the website. At the time of booking, I believed this to be a holiday company. What I did not see when searching holidays was the disclaimer right at the bottom of each web page indicating that it was just a booking agent. When going through the search/booking process, I did not have any need to scroll right to the bottom of the page. This fact is not prominent or transparent. This is not a holiday company - the name is misleading - it is a booking agent with no integrity or accountability if things go wrong and no on-site support to remedy any problems or any concern for customer care or experience. We feel we wasted a large sum of money and have returned not having had a holiday and feeling much worse than before we went.”

Helpful Report

Posted 7 years ago

“They sell old hotels they don't even refund you or apologise if this happens. They then keep your money. Hope you are well, well we accept and admit that Xxxxx has ceased trading and the supplier has confirmed this. Therefore yes you did not get the hotel you purchased and we cannot offer another hotel or refund. I think Xxxxx went bankrupt but we cannot refund you and you would need to chargeback. We are not giving any money back as we lost money. In terms of the hotel being mis-advertised you have complained to ABTA so i am not willing to comment. Getting the money back is not our problem. I am happy to help you along the way but I can’t give you any answers at the moment. I have passed your emails to my Manager. Thank you. Kind regards. Lauren Hutchinson Customer Services Agent UK: +44 (0) 1903 258 288 IE: +353 (01) 513 8700 Email: bookingsupport@loveholidays.com cid:image002.png@01D23914.077B83B0 Facebook | Twitter | Google+ | Blog”

Helpful Report

Posted 7 years ago

“I booked a holiday with loveholidays and a couples of days before I went I read the reviews and was really worried. Anyway I get to the airport to get my transfers to the hotel and my transfers never arrived I was to say the least furious! So I rang the emergency contact number and the lady was amazing and so apologetic. The following morning I rang the company and I can honestly say they were truly sorry and quickly reimbursed me the money it cost me to get a bus to the resort and the money I had paid for the transfers and sorted transfer to collect me to take me back to the airport.”

Helpful Report

Posted 7 years ago

“We are currently half way through our weeks holiday with Love Holidays. Its such a shame - beautiful hotel (Elba Palace golf resort 5* Deluxe Double room absolutely lovely) all quite a bit cheaper then the equivalant Thomas Cook - but the airport transfer - they booked us with 'Holiday taxis' on the express transfer - which according to LVs paperwork is no more then 4drop offs and a max of 45mins - bearing in mind its only 8k from the airport I think over 2hrs and the last of 15 drop offs is a bit much - Express we could have walked as quick - Express taxis said we got exactly what LH had booked with them on our behalf - telephone calls, messages left on answerphones, text messages, on line chat with LH - no joy - such a shame - come on LV surprise us, come good, even just answer us. B&M”

Helpful Report

Posted 7 years ago

“Dreadful, I booked a holiday to Skiathos, they failed to get back to me. When they did after I e mailed them they had taken money from my account and failed to secure either the flight or hotel. I had to cancel. Do not use them.”

Helpful Report

Posted 7 years ago

“Overbooked hotel - arrived to be told this and that we were being moved. Hotel we chose was for sentimental reasons as we stayed here when got married and it was out anniversary day. I had keep calling they as to what was happening as didn't like hotel moved to, no communication from them and did not move us as requested. Ruined our anniversary day and keep us in limbo next day, I had to again chase them as to what was happening. Two days of holiday ruined with stress and upset. Never again book with the. Was promised a call from the customer services manager - never got it- says it all!”

Helpful Report

Posted 7 years ago

“I have never experienced such terrible service from a company. Sean inparticular has just refused to help in any way, been rude and sarcastic and then hung up on my mid sentence! Working in a call centre myself I know this is unacceptable, I was not verbally abusive to Sean, I did not swear at him, I did not deserve to be hung up on he merely refused to help me. I will be taking this further sean. Mandy on the other hand was extremely help ful when I rang back, transforming the call from the tears Sean had caused unto laughter. Absolutely disgusted. Unfortunately for you Sean I have found the email address for complaint and will now be complaining about you also.”

Helpful Report

Posted 7 years ago

“Their website has old hotels idk descriptions and they even issue ATOL certificates for ceased trading hotel. Please see this link on TripAdvisor https://www.tripadvisor.co.uk/ShowTopic-g1-i12290-k8601577-o20-Love_Holidays-Bargain_Travel.html They refused to accept they mislead me on hotel. Description said it was City Hotel in quiet location. In reality it was an airport hotel who had taken in Syrian refugees waiting for deportation from Greece and to add insult the hotel had ceased trading so my ATOL certificate they issued was for the old hotel and ownship. BUYER be aware you could end up donating money to their profit pit.”

Helpful Report

Posted 7 years ago

“Hotel had changed its name and target tourist customers- now where on Love Holidays website did it have updated description, expected me to spend my family holiday in an airport hotel that was described as peaceful city hotel in quiet location- how is an airport hotel in a peaceful location. no refund cut me several times on phone, didn't re issue ATOL with new hotel name thus no protection abroad - No refund no apology”

Helpful Report

Posted 7 years ago

“Absolutely terrible. Booked a holiday for a friend. When I made my original booking, the confirmation came back with the wrong dates, only to then be told that the hotel was non refundable and no amendments. So....£132 lost, + costs to amend the flights. Rebooked for the correct dates, and all seemed fine. Sadly our friend suffered a stroke and was unable to travel. Contacted loveholidays, who informed me that of the £500+ paid, I wails get £261 refunded. Another email followed, stating the had made a mistake and the hotel was non refundable again, At least Dick Turpin wore a mask to show he was a robber. I will never use this company ever again. Every trick in the book to get your money”

Helpful Report

Posted 7 years ago

“Totally TO NOT USE COMPANY , I have booked a holiday with them, got in my resort, surprise, a room totally different then what they advertise. I complained on the spot, lovehollidays in resort complain team told me to wait until my return. Due to the bad conditions of the room, after 2 days I moved on my own money to another hotel. Complained on my return with pictures from the resort and they respond that is the same room from the advertise despite clear it wasn't. I have never received answers back to my complaint and over the phone Cheryl Wilson told me they are not responsible to ATOL as they use a 3rd party to book hotels , with other words...I can't do anything legal against them. She didn't respect any return calls , always made me feel like a idiot , so they deserve clearly the reviews received everywhere, I am sorry I didn't pay attention to the reviews before booking with them.”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1 out of 5
Returns & Refunds
Refunds Process	Difficult

loveholidays.com Reviews