Thank you for your feedback, we value the fact that you took the time to leave the review and we use them to continuously improve our service to our customers.
From reading your comments and the conversation we had on the phone I am sorry that you didn’t receive your paperwork for the holiday you have booked with us. As explained on our call, all our booking correspondence is automated including the receipts from payments.
From viewing your account, I can see these were sent to you however as we discussed I did spot a problem with your email address. This has now been updated for you, and we will get the paper copies popped in the post for you next week as we agreed.
As we also discussed I am so sorry to hear about your mum, I hope the solution that we came up with for you is going to help. As explained, we will be able to assist with any extra support that you will need for her whilst travelling, whether this is extra equipment or an additional care package. With all our holidays, before guests travel you will receive a care call from one of our Qualified care team. As you are not all due to travel until later in the year, I appreciate that you are unsure how she is going to be.
Therefore, our Care calls happen close to the time of travel so that our guests can update us on how their health is and we can confirm we have everything in place to enable our travellers to have a safe, enjoyable holiday experience.
Lastly, I would like to apologise for the fact you found it hard to contact us to discuss all the points you raised in your feedback. Unfortunately, I believe a series of unfortunate events lead to this. Before Christmas when you were trying to get in touch, we sadly had a lot of staff out of the office unwell, and then it was the festive period, so we had a couple of days when we were closed. As expressed, I have passed your comments over to Management so that we can work to limit the amount of staff out of the office during national holidays.
If we can be of any assistance in the future please do not hesitate to get in contact with us.
Best wishes,
Claire
