Super Escapes

2.00 stars

46 Reviews

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luke's complaint against Super Escapes

luke greenwood

10/04/2019

[RESPONDED] I feel like I have been ripped off!

Complaint against Super Escapes

I booked a 2 night holiday to Venice for our 10 year wedding anniversary. The holiday was quoted to me at £325. When my card details were taken the holiday was suddenly £390. I had earlier rejected an upgrade at £65 as we were happy with the room at the original price of £325. When i asked about why the price had shot up I was told that it was for the ''management of the booking''. At this point i asked that the booking was cancelled i was not happy however i was told that this could not be done as it was going through. In any other transaction, in any other purchase I have yet to find that pressing the cancel button doesn't stop the payment!! We later realised that the dates we booked, we couldn't do. This is an error in our part and one I freely own upto, however when i asked if the booking could be cancelled, not 12 hours later, I was told we would lose the whole holiday amount if we did. I then asked if we could change age the names on the booking so other family members could go in our place. I was told that this could not happen but it was never explained why. My first complaint is the up scaling of the price. I looked on their website to find these cost start at £25 per booking and go up to £65 per booking. It was never explained to me that the cheaper options were available. To mitigate this extra i was offered a free upgrade at no extra cost. When you look on the hotel website all the rooms are exactly same, so if anyone did pay the £65 for the upgrade you would have been no better off than the person next door. The £65 is an added extra on all the bookings and to me this is wrong! My second complaint is that while i made the mistake of childcare cover the fact that the name s could not be changed on the booking, is a disgrace especially when the booking was made less than 12 hours before. What angers me even more is that they could not explain why!! The whole episode has left me very upset and I will NEVER promote this company or advise anyone to use them. If I could give 0 starts I would.

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Super Escapes has responded

  • Comments (1)

Adam Smith | | VERIFIED

Hi Thank you taking the time to leave a review. We are sorry to hear your holiday experience and would like the opportunity to review your comments. Your feedback is extremely valued as this helps us to improve the service we deliver, as we strive to ensure that our customers are satisfied with our service. Can you please forward your bkg reference number to [email protected]
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