We were very concerned when we read your comments as customer goodwill is of immense importance to us. However, we make it clear before we accept any booking requests that we are agents only – we do not offer package holidays and the flight and hotel elements we promote are provided by third party suppliers who set the rates applied. All we can do is give customers the best prices and availability offered to us when requests come in.
We believe that you requested a hotel change after your original accommodation was booked, so a quotation was obtained before the amendment was processed. As agents, we have no control over room rates which may be raised or lowered at any time according to demand. We are sorry if you subsequently saw the same hotel offered at a lower price, but all we can do is give you the best price we are offered on the day which you – the customer – are at liberty to accept or reject. We understand you accepted the quotation in this instance and therefore the booking was confirmed and processed on that basis. We received no complaint from you and therefore we can now only apologies if you were dissatisfied with the service we provided on this occasion.
