Mercury Holidays

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Robertt's complaint against Mercury Holidays

Robertt Thomas

15/12/2016

Lack of customer service

Complaint against Mercury Holidays

I booked a holiday to Sri Lanka in September 2016 When we arrived at the Hotel we found that the Pool was closed for refurbishment and where moved to the hotel next door, however were informed that we still had to use the bar and restaurant of the original hotel which was quick a walk around. We also found that nearly all the services advertised were not available which we complained about. A couple of days in and while out for the day our hotel room safe was broken into and £320 was stolen. on discovery I immediately reported it to the Rep, who just did not want to know and did not want to believe us, she even refused to give me a written report or help to report it to the police, just saving she could not believe anyone could break in, she even said to my wife that I should count my money properly. Not happy with her lack of help I emailed Mercury for assistance. I reported it to the police and had to visit twice to try to get it investigated and a writttern report form them which took over a week. To cut a long sorry story short I received no assistance from the Rep or Mercury and after two and a half months corresponding with them they have refused any help or compensation and basicly called me a liar that the money was stolen and that I had shown them or the police no evidence the the money ever existed, even though I had shown the the Rep and the police a copy of the withdrawal. The travel insurance company refused the claim as I could not provide a written report from the Rep. Terrible customer service and took then 28 days to reply to each contact. That were several other issues with the holiday and they denied as the Rep just told lies about everything that happened even when we had booked private transfers she said we had not and when showed proof still only arranged a standard transfer. The hotel was going through quite a lot of refurbishment for the new season and then said it was emergency works, what a liar. I have traveled many times with Mercury and enjoyed great service and holidays and recommended to countless friends. Never again if this is how they treat there customers, I am now considering staring proceedings for defamation of character against them.

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