Dear Ms Wright,
Thank you for your review. We regret to hear that our service did not meet our usual high standards.
Upon reviewing your case, we noted that your booking was confirmed on May 23rd for travel on May 26th. The invoice with full holiday details was emailed to you immediately on May 23rd.
Furthermore, all your travel documents, including transfer vouchers, were sent on Friday, May 24th, one day after your booking was confirmed. All pick-up information was included in the vouchers as well as emergency contact information. It is the customer's responsibility to review all details to familiarise themselves with the provided information. Our records indicate that you received these documents, as evidenced by your reply with a query regarding airport parking, which we promptly addressed.
Regarding the hotels, we offered different options for 3 and 4-star accommodations, along with links to review them online before making a decision. You selected the hotel in question after considering the provided information, and we also suggested alternative hotels within your budget.
Please note that the upgrade request was made 72 hours prior to arrival. While we strive to accommodate such requests, upgrades are subject to hotel availability, which is beyond our control. As the hotel did not have availability for an upgrade, we processed the refund the next working day.
We look forward to any future booking that you make with us and thank you for booking with Value Added Travel.
Kind regards,
Customer Services
