Gala Hotels
reviews and complaints

I cancelled Booking Id: [protected] at Hotel Mercure Sevilla Havana from 16th Apr 2018 to 30 Apr 2018 at a total cost of £1, 385. I cancelled this on 4th April 2018 and requested a refund. I was told it would take 21 days and despite chasing I have still received nothing. "Dear Client Your reservation has been cancelled upon your request and the refund will be refunded to your side in 21 business days." I have now been waiting for a refund for over 3 and a half months. Also, you cannot get through on the customer service number. DO NOT USE THIS COMPANY.

Last week I sand enclosed mail to the Golden Jubilee Hotel Glasgow. Vikki Hamilton answered 'You will have to contact Gala hotels directly as this is the agent you have booked via.'
Here we go:

Dear administration of the Golden Jubilee Hotel Glasgow In the past years we were several times guests of your excellent Hotel-accomodation. Last time we stayed in Glasgow from 12th until 16th of may this year (see voucher in pdf: booking ID [protected], Reference Number 5791231). Whitout any problem. The problems came afterwards, while checking the amounts of payments: 19th of january 2018: 1004, 00 € (Galahotels.com Istanbul Tu / Sector-reference: Travel Agencies and Tour Operations / Contact: +[protected]). This transaction is a complete mystery to me: not only the amount is a total "?". Even the period is strange: 19th of january, it means 5 month before visiting the hotel? Or can you explain otherwise the financial transfer whitout my permission? My request to you: can you, please, check this movement and can you let us know how you see the solution of this problem? I was intended to send Tripadvisor a total-positive report of our fantastic days once more at Beardmore. You will appreciate that I still wait to do so, until the solution of this problem.
With all regards
Pol Laporte Kampelaar 4 B 2930 Brasschaat Belgium +[protected] [protected]@gmail.com

P.S. Normal financial transactions made during our stay at the hotel: 12th of may: 109, 99 € (= 94 £) via Maestro. 15th of may: positive transfer 386, 40 € via Mastercard, at once followed by a negative transfer of 415, 59 € via Mastercard. Our journey-compagnions (Ms. Sonja Vandevyver and Ms. Rita Cornelissen, via payments to the first named) experencied a same double transfer last days of a positive 386 €, followed by a negative 386 €. This alternation of positives and negatives is another sign there went something wrong.

I am regular customer of galahotels for some years. Usually I am satisfied with your services, that's why I am continuing with you.
But sometimes it happens, that you sell the 3-star hotel for the 4-star.
I had such bad experience again on my last visit of Budapest. I booked and paid with you 4 nights (June 12th till 16th) in the IBIS STYLES BUDAPEST CENTER Hotel. In your information it is marked as 4-star hotel, but in reality it is 3-star, which I noticed, when I was there.
The room had no mini bar or fridge and no tea/coffee faciliuties.
The standard was high 3-star hotel, but not 4-star.
I can't imagine you are treating on such way your faithful customers. It hasn't happened for the first time!
I'd like to have your reply and comment.

We booked and paid for a nights accomodation at Hotel Aeroporto in Porto, Portugal for the 31st May 2018 and our reference number was [protected].When we arrived at the hotel that evening, we were informed that the hotel is not registered with your company and that we had no booking.They told us this was a fraud and to inform the police of this.We had to go and book another hotel at the last minute which involved additional monies and a lot of stress on us. We have not gone to the police yet about this matter as we are affording you an opportunity to provide an explanation of this matter and to compensate us for the monies paid to your company for a booking that did not exist plus compensation for the stress caused.We have written confirmation from the hotel on their allegations so we have their full support on this matter.
If we do not hear back from you within the next 5 working days on this matter, we intend to go to the police to provide them with details of the offences committed.
Our contact email is [protected]@edwarddaly.com.
regards,
Lucy Gannon/Sean Mc Namara

On 25 February 2018 I made a booking for a one night stay at The Arethusa Hotel in Athens for 29 May 2018. I paid an extra 4GBP for cancellation protection. Booking number [protected].

On 24 May 2018 [5 days before our intended stay], I emailed Gala Hotels to cancel the booking.

On 27 May 2018, [still over 48 hours before our intended stay] having received no reply or confirmation of the cancellation from Gala Hotels, I sent a further email cancelling the booking.

On 29 May 2018 I made a very expensive phone call to Gala Hotels and spoke to Ertugral Aktepe explaining the situation and asking for confirmation that the emails had been received. Eventually I was given a 'Refusal' Case confirmation [CAS-148167-D2V8G9] from Ertugral Aktepe.

This is NOT acceptable as I fulfilled both conditions for the refund to be made. I have copies of the emails sent if you wish to see them.

Please make the refund immediately and confirm to me that you have done so. Thank you.

I booked a flexible room rate for a hotel at Heathrow with Gala Hotels not realizing that they were not directly the hotel company. I cancelled the room under the policy this was refundable and 23 working days later I have still not received my refund. I have an email stating the refund policy is 21 working days and have chased a number of times and not received any replies.
Booking ID [protected], Dispute reference CAS-144717-X494y1 amount £71 date of transaction 5.5.18

I made a reservation which canceled in less than a minute and they took my money from my card, and that happened two months ago and they do not return my money, I have written emails and I have made the claim and they respond that they are working on my refund but my refund does not arrive

Ya ha pasado 37 días de mi reclamación y sigo sin mi reembolso de $1407.00 dólares, 1 semana atrás les reclame y expuse mi experiencia, recibo 2 correos indistintamente diciéndome que mi caso ha sido cerrado y están trabajando en mi reembolso. Como cierras mi caso si tienes una deuda conmigo! Es una falat de respeto, como cliente y persona que jueguen de esa manera, diciendo lo que uno quiere escuchar y no sentirese robado y estafado, como agencia no sirven, son unos ladrones, no respondan con palabras sarcasticas y burdas, paren de burlarse de las personas, no parare asta recibir lo que es mio y me ha sido robado.
# cas-139276-n8z8p1 cas-144981-g6z7m2.

Estoy pasando una mala experiencia con esta agencia, realize una reserva con ellos, buenos precios, era lo que podia pagar, me cobraron al momento a los 10 días recibo el #de booking con la información de la reserva, a los 5 días siguientes llamo al hotel para confirmar la reservación y me dicen que no existe tal reserva, hago la cancelación al momento y recibo email de gala hotels que dentro de 21 días hábiles recibiría mi reembolso total del pago inicial, del cual ya pasaron los 21 días y sigo esperando.
No hay manera de comunicarse con ellos, los telefonos son una farsa, sale la contestadora, ni responden email cuando estas haciendo reclamacion de tu derecho tu dinero, no respetan al cliente, pero no dejare de luchar por lo que me pertenece y ha sido robado, no tiene otra palabra cuando no te dan la cara

I have made a hotel reservation and canceled it in due time. The payment of 855€ was immediately debited from my account when it shouldn't have been. When I canceled you sent me the cancelation e-mail bellow attached.
By not refunding my money in the 21 business days that you stated in your conditions, you are breaking the law in Turkey as by your failure to refund the money in the time stated by you means you have amended the terms and conditions.
Terms and conditions of a consumer contract cannot be amended to the disadvantage of the consumer during its term.
You have the legal obligation to complete the refund IMMEDIATELY as you are breaking Turkish Law.
The Law on Consumer Protection numbered 4077 (the "Former Law") has been replaced by the new Law on Consumer Protection numbered 6502 (the "New Law") which was published in the Official Gazette on November 28, 2013 and entered into force on May 28, 2014.

I will proceed with every legal action necessary to have my money back.

Ines Ataz Sousa

Debería haber resibido mi reembolso...
# de reservación. [protected]

Al no haber reembolsado mi dinero en los 21 días hábiles que declara en sus condiciones, ha incumplido la ley en Turquía ya que al no haber reembolsado el dinero en el tiempo establecido por usted, significa que ha modificado los términos y condiciones

" . Los términos y condiciones de un contrato de consumo no pueden modificarse en perjuicio del consumidor durante su vigencia. "

Usted tiene la obligación legal de completar el reembolso INMEDIATAMENTE ya que está infringiendo la legislación turca.
La Ley de Protección al Consumidor es 4077 (la" Ley anterior "). ") ha sido reemplazado por la nueva Ley de Protección al Consumidor numerada 6502 (la" Nueva Ley ") que se publicó en el Boletín Oficial el 28 de noviembre de 2013 y entró en vigor el 28 de mayo de 2014."

My wife booked a hotel in Athens with Gala hotels. We were notified that they wanted to direct us to another hotel (this appears to be a typical practice of Gala hotels as far as I can see the complains in online). We refused to get booked to the other hotel and got promissed a refund.

We have sent them emails at the ‘info' mail, managed to call them in Turkey but still have not received a refund.

Gala hotel is clearly a scam and I do not understand why is still allowed to operate.

Attached the email confirming refund from 7/3/2018

From: "GalaHotels.com"
To: Polina Antoniou
Date: 07/03/2018 14:14
Subject: ATHENS hotel booking / [protected] / refund

GalaHotels.com, We offer the best available online rates and guarantee that with a policy when you make a reservation .

Dear Polina Antoniou,
We will refund 505 EUR to your account for booking [protected].

The refund will be processed within the next 3 working days accordingly. It may need 2-3 extra days for transaction to be complete as it's an international refund issue.

Thanks for choosing us.

Best regards

www.galahotels.com

Good afternoon,

I received a devasting phone call today saying that your hotel in Amsterdam cannot accomodate me tomorrow (30.3) night. The person who called was really hard to understand, with his broken English, and he was not helpful.
I was told that they will find an alternative solution with no extra costs and would organise the transportation from and to the airport.

This never happened and I got a harsh email back basically saying that they don't care and that leaves me stranded tomorrow night just before I start my exhausting 11hiurs flight to Cape Town.

Really poor communication and customer service.

I really hope you can help me solve this.

Looking forward to hear back.
Your nervous Lisa.

I contact you because we have a reservation for an hotel near Paris N° [protected].
we must believe that we have made a mistake of date in the reservation by reserving February 14, 2019 instead of February 14, 2018.
Is it possible to cancel the reservation and refund me 67 € the amount that has been taken.
if the refund is not possible thank you for confirming me to keep the reservation to February 14, 2019 but we should prefer refund...

I booked a hotel with galahotels and paid for it in november, the booking confirmation was [protected]. They charged #155 for this booking and asked for more details after this booking. I provided the details but the hotel denied me the booking. There was absolutely on response from gh despite my best efforts & I ended up fighting with the hotel staff & paying more charges at the reception. Besides ruining my trip, it caused me my mental peace and had to constantly follow up for my refund. Another disappointment was when gh refused to entertain this cheating. They charge money, keep it with them & use it, then return/may not return afterwards. It is borrowing money without paying interest. They are a fraud & must be banned immediately + be made to pay fine.

cant get through on any of your telephone lines!

Further to our conversation we booked a hotel with galahotels and paid for it in November, the booking reference was [protected]. they took £1100 for the booking. I had no confirmation for the booking 2 weeks prior to the stay I phoned up and talked to galahotels and they assured me that we had a booking and then followed this up with the following email

"Dear Daniel,

I hope you've got all Hotel Confirmation Number, i will send one more mail just in case also if you can reply for me it can be great.

HCN:
423E36 DANIEL
423E37 DANIEL
423E38 JAMES

Best Regards"

When i got to the hotel on the night of the stay there was no evidence of any booking and i had to pay the hotel £1500 as we had to book the room at such late notice!

Oviously i was very frustrated at this and when the stay was over i phoned gala hotels to request a refund of the £1500 that i had to pay due to them not making the booking with the hotel for us.

İ was assured that within "a couple" of days they would have the refund for me and it would be all sorted...

Suprise suprise it has been over a week and i have heard nothing!

Why I have heard nothing?

Where is my refund?

What is happening with my case?

Please can you tell me your formal complaints procedure? I want this problem escalated to the highest level of management available!

I demand a reply to this email immediately this is disgraceful customer service and I will be contacting trading standards if I do not have my money back by the end of the day!

Kind Regards

Dan

Booking ID : [protected]
Hotel Name : Melia Las Dunas Hotel

24/12/2017
"Your request CAS-120009-M0P0H6 has been finalized. Please see the resolution comments below : Your booking has been cancelled free of charges and there will be a full refund of the amount you paid to us within 21 business days. "

Since this answer we keep opening issues on their website and trying to reach the company by phone - UK & Spanish numbers do not work - and got no answer.
The company owe us 300 EUR and do not reimburse us.

Booked a refundable reservation at Savoia and Jolanda Hotel in Venice on this site. Cancelled the reservation a week later. Received an email that the reservation was canceled and my credit card would be credited. Still waiting for it to happen. Sent 4 emails and no resolution. Ready to take further action.

The reservation number [protected]

Case Numbers:
CAS-124920-M5L7T6
CAS-123836-L7B0Z9
CAS-122251-Y7R7X8
CAS-121837-N0V9V4
CAS-121837-N0V9V4

I booked a hotel via trivago in California using this company gala Hotels. Due to a broken wrist with my daughter, I had to reschedule the trip. After calling, emailing etc. I finally got a response requesting a copy of the doctors note. I sent in her emergency room records and there was no response.

The hotel agreed to change the date if Gala was willing to do it.I have emailed three additional times and there has been a response and the date has come and gone. Very disappointing and I will never use them again.

I called call center to guarantee that botel Amstrdam was available and guy said yes so i booked and paid online
Then i got an email stating that botel is fully booked and i had to relocate they even suggested a terrible and far away alternative but i picked another one
The next day botel appeared available on website again due to a cancellation and when i wanted to switch back they refused and said its unchangeable and non refundable
I would understand that policy applies if relocation was my decision
But if Galahotels forced me to change then I shouldnt be held accountable !
I called customer service many times and each time i get disconnected or hung up on or transferred to voice mail
I emailed them and they said they cannot help me anymore !
My booking number is [protected]
My trip is next week ...i need a solution asap