Loveholidays
Reviews and Complaints

I am writing this email to complain about the awful service my daughter Jodie has received of it, on Saturday morning my daughter booked a holiday to Turkey for her, husband and 3 children she paid over £4200 for this, she started packing organizing transfers and 3 hours later the person from love holidays rang her and told her the holiday was cancelled as there was no seats on the plane and a refund would take 5 days absolutely dreadful service she was absolutely devastated for her and the 3 children which were all very upset crying by this time

They could not book another holiday as their money was booked on the love holidays destination. Who does this to a young family desperate to get away? My daughter has been very poorly, and they all decided she needed this holiday, and your company does this. No other email or response from the company either, and still no refund. I have told her I am going to take this further, as it is very unprofessional and dreadful to treat a family like this. And not to respond to any emails. What kind of company does this. I would appreciate your help getting this sorted out for her in some way or form as it does need resolving asap

Thank you

Sharon (Jodie mum)

Urgent Complaint Regarding Flight Change and Resulting Disruption – Booking via Loveholidays
Dear SunExpress Holidays Customer Service,
My name is Jason O'Connell, and I am writing to formally raise a complaint regarding a significant disruption to our recent holiday plans caused by a change to our return flight.
We booked a 5-night stay in Kusadasi through Loveholidays on 2 January 2025, with travel dates from 11 April to 16 April 2025. However, we were recently informed by Loveholidays that SunExpress has unilaterally changed our return flight to 18 April 2025 — two days later than originally scheduled.
This unexpected change has caused considerable distress and financial strain for my family. We have four young children, including children with autism, who were being cared for by a carer during our absence. The extension of our trip has forced us to urgently arrange additional childcare, dog sitting, and accommodation in Kusadasi, all at our own expense. This was meant to be a much-needed respite for my wife, who is recovering from illness, and instead it has turned into a stressful and costly ordeal.

We are faced:
Additional accommodation costs for two nights
Extra airport transfer expenses
Increased childcare and pet care costs back home
Emotional strain on our family, particularly our children
Given the circumstances, I am requesting immediate clarification on the following:

Why was our return flight changed without our consent?
What compensation or support can SunExpress provide to cover the additional costs and inconvenience caused?
Who can we contact directly to resolve this matter promptly?

I would appreciate a swift response to this complaint, as we are still managing the consequences of this disruption.
Sincerely,
Jason O'Connell

Love Holidays cancelled our package holiday which was actually our honeymoon days before our wedding and just a week before it was due to happen. No explanation was received, the flights were not cancelled just the hotel. If we wanted to we could have rebooked the same hotel with them for twice the price may I add. They issued a refund which was meant to take 5 working days, over 2 weeks later nearly 3 now we will have no refund and they are not responding to emails. For a company that claims to be ATOL protected this is absolutely absurd. Avoid at all costs

holiday ref-- LOV 9298269U, I called one of your agents to tell them that i was no longer going on the above holiday but my ex girlfriend and her children are still going, your agent told me that she had removed me and put my ex as the lead passenger, but you have not confirmed the change and are still contacting me for payment ( my name is Kieran peter Wigg) my ex is getting emails daily saying you are waiting for confirmation from your partner, if you cannot resolve this i will have to cancel the entire holiday and book via a reputable company, i am going to contact easy jet and tell them i am dissatisfied with their agents

I am writing to formally express my extreme dissatisfaction with my recent holiday booked through Love Holidays. The experience was completely unacceptable, falling far short of what was advertised. I demand immediate action to rectify this situation.

Upon arrival in Egypt, despite having prepaid for a private transfer, I was forced to pay an additional $10 to the driver. This was unacceptable, especially since the driver held a Love Holidays sign with my name. At the hotel, we were informed that our booking did not exist. The staff refused to assist me without a receipt. When I presented the necessary documents, I was dismissed and told not to speak because I am a woman, despite being the lead passenger. This treatment was appalling and discriminatory.

We had booked an upgraded double room with all-inclusive service. Instead, we were placed in a temporary room with two single beds, inadequate bedding, no heating or air conditioning, and a filthy refrigerator I had to clean myself. Despite contacting both the hotel and Love Holidays, no upgrade was provided. The bathroom frequently flooded, the water supply was unreliable, and we were bitten by insects every night despite keeping windows closed.

The all-inclusive package was grossly misrepresented. Initially, we were denied wristbands, and when finally received, the food was inedible and lacked variety. My partner became ill after attempting to eat lunch at the hotel. As a result, we were forced to dine outside the hotel for the rest of our stay, incurring unplanned expenses of $900 on food, water, and cleaning supplies. This financial burden was completely unexpected and avoidable.

Drinks, supposedly available until midnight, were limited and the bar closed at 8:30 pm. Only basic drinks (water, Coke, Sprite, vodka, and whiskey) were included, with additional charges for anything else, contradicting the advertised all-inclusive offering.

Four days before departure, I contacted Love Holidays to confirm our booking and was assured everything was in order. This assurance was clearly false. The entire experience was distressing, inconvenient, and financially burdensome.

I expect full compensation for the additional $900 spent and a formal apology for the numerous inconveniences and false advertising. If this complaint is not addressed satisfactorily within seven days, I will escalate the matter to consumer protection agencies and consider legal action.

I am sick to death of the waiting and lack of communication/not being able to get through to speak to an actual human in regards to my query.

I booked a holiday (LOV9474264U) with Loveholidays which I cancelled within 24 hours. As per your rules and easyjet, I am entitled to a full refund minus the cancellation fee. I have only received a fraction of my refund and easyjet advised that I need to contact yourselves as the flight refund on their part was fully processed.

I paid £691.17 but was only refunded £192.04 from you. When I spoke to easy jet they said a refund of £385.96 was processed from them to you.

I should have received a full refund (see Evidence pic 1) (excluding the cancellation fee which cannot be nearly £500 because that's how much I have lost out on).

What's worse is the live chat thing where you cannot speak to an actual human which is incredibly frustrating. I have been put in financial difficulty because of this.

I need you to review this as soon as possible please and issue the full refund that I am due.

I advocating for Mr Christopher Jerome Bleau on a professional level and hereby leave you with this statement.

His journey from London to Antalya airport was met with unexpected challenges. The plane was unable to land due to adverse weather conditions, forcing them to circle in the air for half an hour before being rerouted to a different airport. After sitting on the ground for an hour, the captain made the difficult decision that it was unsafe to fly back. He was then asked to disembark the plane, endure lengthy security checks in the closed airport, and wait for another hour before receiving further instructions.

After enduring a lengthy five-hour journey on a coach to reach a different airport, he then had to navigate his way to his hotel, ultimately spending £72 on transportation expenses.

During this difficult period, he was left without any food or water as they failed to offer any hospitality.

The lack of food and water during this ordeal has completely shattered his mental, physical and emotional state.

Experiencing a ten-hour delay in reaching his destination without access to food or water, and having to spend extra money as a result, is completely unacceptable.

I am requesting a full refund for this inconvenience, as it has caused him unnecessary distress and financial hardship due to loss of money.

I respectfully request that this young man be fairly compensated for the mental and physical hardships he has faced, as well as the financial burden you have caused him.

I look forward to your prompt reply
[protected]@aol.com [protected]

Booking Reference ZP9KWK Loveholidays Reference LOV8684936U

I am writing this email to complain about the awful service my daughter Jodie has received of it, on Saturday morning my daughter booked a holiday to turkey for her, husband and 3 children she paid over £4200 for this, she started packing organising transfers and 3 hours later the person from love holidays rang her and told her the holiday was cancelled as there was no seats on the plane and a refund would take 5 days absolutely dreadful service she was absolutely devastated for her and the 3 children which where all very upset crying by this time

They could not book another holiday as there money was booked on the love holidays destination

Who does this to a young family desperate to get away

My daughter has been very poorly and they all decided she needed this holiday and your company does this

No other email or response from the company either and still no refund

I have told her I am going to take this further as it is very unprofessional and dreadful to treat a family like this

And not to respond to any emails

What kind of company does this

I would appreciate your help getting this sorted out for her in some way or form as it does need resolving asap

thankyou

Sharon martin (Jodie Evan's mum)

[protected]@hotmail.co.uk

I booked my holiday in summer of 2023 in Dec 2023 my husband who is lead passenger feels too unwell to fly so I then asked two things one for the lead passenger to be changed to my daughter and also add two teenagers after many many emails and phone calls to your company up until 19th April I 're dived a quite for four people all inclusive same date and airport the quote was for 1345 I accepted the quote many times your customer service team are totally incompetent every time I ask for help to adjust and pay the difference still nothing it's now join st over a week before the ho!yeah and they decide to double the cost of the holiday as myself and my daughter are both extremely ill as we're looking forward to the sun and relaxing but no the holiday cost 2650 as of two days ago so now because your company kept dragging g their feet to make changes I can no longer to on holiday and I will most probably lose hundreds of pounds in the process which I find totally unfair you are a large company yet the little person has to lose out I was going to take my two grandchildren on the last holiday abroad I would be well enough to go on but yet again due to incompetent staff we will not be able to go your company has got 1000 of my money without seats bus transfers insurance passports and clothes all wasted I have informed trading standards and atol and anyone who will listen until I get a good resolve this has caused tremendous stress to me.

Best Benalmadena Hotel 6th March at 08:05

We attended the pick up point on time. The driver was immediately abusive, verbally aggressive, shouting in our face! He grabbed our case and we got on the bus, he did not speak English, I did not speak Spanish. I pointed to my watch to indicate we were on time and he flew into a rage and told us to get off the bus! We sat down and he continued shouting whilst driving this time he appeared to be shouting at traffic lights and cars.

His verbal attack and the manner in which he spoke to us left us both very upset my wife was shaking!

Up until this point we can say we had an excellent holiday but this event spoilt the experience.

Mr. and Mrs David Jones

I booked a holiday last sunday 3rd February 2024 to Benidorm, at the final stage of my booking either the site crashed or something lead to me losing connection

on gaining connection again i was asked for my bank details again, holiday booked, looking at the email i received pending confirmation i noticed the filghts were from stanstead not liverpool as originally requested, phoned up immediately but offices were closed till the next day, Monday, then i get an automated text from my bank saying i'm overdrawn, i phone them they say over £1600 has been taken out of my bank, turns out Loveholidays have taken two identical payments for two identical holidays that were not even confirmed but pending, i have phoned every day since then with no refund or explanation.

after three days i was finally given the email address used to book the flight with Ryanair, i contacted them to be told only one set of flights were ever booked not the two sets i had been told, also if you had contacted them as i requested within 24 hours they would have corrected the flight details free of charge, i have now lost over £1600, i.e. two months pension and cannot afford the £1800 Ryanair want to change flights even if i got one payment back, os my bank account is now empty and no holiday prospects

Subject: Assistance Required for Resolution of Booking Issue - Reference: LOV7011609U

I am writing to bring to your attention my recent booking experience with LOVEHOLIDAYS.COM, made on Saturday, 13th January, for an 8-day all-inclusive holiday with flights (Booking Reference: LOV7011609U).

Upon receiving the booking confirmation, I was disappointed to discover undisclosed and significant hidden costs associated with luggage. Specifically, there was no allocation for two suitcases, a necessity for two traveller’s. The additional cost for two suitcases, as confirmed by Aeromexico, amounts to £1,204 (£602 per person for one suitcase each).

As a consumer protected by the Consumer Rights Act 2015, I wish to highlight the following points:

1. **Terms and Conditions:**

Upon reviewing the terms and conditions of the holiday booking, I found no clause authorizing LOVEHOLIDAYS.COM to impose additional hidden costs post-purchase.

2. **Contact with LOVEHOLIDAYS.COM:**

I have engaged with your customer services team to address this matter. Despite explaining the lack of information about additional costs during the purchase, my attempts to discuss the issue with a manager proved unsuccessful. I am seeking a resolution, which may involve waiving the hidden fees, offering an alternative solution, or, failing both options, providing a full refund, including the flights.

3. **Consumer Rights Act 2015:**

The Consumer Rights Act 2015 mandates that goods and services match their description, be of satisfactory quality, and fit for purpose. As I booked an all-inclusive holiday with flights, the expectation was that suitcases would be included. The undisclosed and excessive costs of £1,204 for two suitcases are deemed unfair and unreasonable, entitling me to a refund or compensation.

4. **Package Travel Regulations:**

I am also seeking clarification on whether my holiday booking falls under the Package Travel and Linked Travel Arrangements Regulations 2018. These regulations, if applicable, provide specific protections, including transparent information about the total package cost and mandatory charges. Failure to comply allows for the right to claim compensation.

Given the urgency of this matter, I am reaching out to you directly, as the customer services desk seems to be experiencing extended response times. I kindly request your prompt attention to achieve a fair and timely resolution.

I appreciate your immediate consideration and look forward to a swift and satisfactory resolution.

Yours sincerely,

Thalia Droussioti

Upon arrival to Salou Pacific Apartments we were advised that w had to make a 100 Euro payment in case we damaged anything within the apartment we were staying in. This was never mentioned prior to the travel. Without this payment we were advised no keys to the apartment would be given, so we paid the 100 euros, on departure the room was examined for any damages and we were advised everything was ok and this payment couldn't be made until everybody had checked out and not to worry as our 100 euros would be back in our account before we reached the airport. We have been back now for 11 days and we still haven't received the 100 euros.

This is more of an insult especially when this apartment was dirty and full of defects, no toiletries and wasn't worth the money we paid. swimming pool was closed, no sunbeds to use during stay so had to pay for these on the beach. We didn't expect this standard and now we still await our refund which just adds insult to injury.

Dates of travel 09/10/23-16/10/23. On arrival to our hotel (mersoy bellavista- icmeler turkey) the man on reception was vey abrupt and rude. Checked us in and took us to our room. I’m not sure how these rooms are fit for purpose, especially being a family room with light switches hanging off the wall, It was disgustingly dirty, Bathroom filthy, hair in sink from previous person, floor can’t of been cleaned for a good while, curtains looked like they hadn’t been washed in years also hanging off the windows. I could go on but I will attach photos. The whole hotel to be fair is filthy again photos will be attached. As it was early hours and travelling with a toddler we persevered till the next day to speak to someone at reception. We asked what could be done and all they could offer us was to move to a standard twin room which wasn’t available until the following day which we accepted in hope it would be to a better standard. We then proceeded to go and get some lunch, that again awful stone cold food I wouldn’t feed to a dog. So we decided just to leave and go and get lunch else where- an expense we wasn’t expecting as we had paid for an all inclusive hotel. The next day we went to reception to be shown to our new room, again just the same dirty standards just a smaller room. Couldn’t use the pool as it was green and merky so spent everyday at the beach having to pay for drinks and lunch. I contacted someone from love holidays via chat to explain our issue, when I was told to speak to hotel staff. I told them I had and that there is nothing more they can do, the lady said I’m sorry but this chat is going nowhere and cut it off. What kind of customer service is that!? We couldn’t take the hotel anymore and actually wanted to enjoy our holiday we had paid for so decided to look elsewhere which we did. So again an extra expense to find somewhere else to stay. So after paying for an all inclusive holiday we have then had to pay to eat out everyday as well as paying extra for somewhere else to stay. I can’t see how you can advertise this hotel as a 4* and the photos well they are just false advertisement they need to be updated to show the standards of the hotel at present not how it may of looked when it was freshly done.

I’ve a lot more photos which won’t upload which I could send via email if there is an email available.

I bought the holiday from my brother and paid for all the name changes,

We flight out on the 22nd october from ema to which our names have been changed however you have failed to complete the return flights to birmingham, and now the airline are wanting to charge again for this we have already paid £230 for both name changes and with loveholidays for the hotel and transfer,

We only bought this holiday from my brother as they had a still born baby, otherwise I would not waste my money on love holidays has its poorly managed.

My daughter booked a short break to Corfu reference lov5844487u flying on 4 September from Birmingham returning Sept 7 th paid £479.47 plus insurance and stop fee. The Ryanair flight diverted to Athens not even close to her destination. A line young female abandoned trying to contact love holidays Ryanair or anyone for help. Nobody helped her you both robbed her off with an apology and no advice about what she should do. She tried at information desk to get help everyone spoke Greek no reps at airport. The plane left Athens having disembarked everyone and flew to Corfu to pick up returning passengers to top it off. She was in the airport for 5 hours exhausted and phoned me and had no choice but to book into the only expensive hotel at the airport and then book herself a flight back the next day. She was told to claim on insurance they rejected her claim. She was told by you to claim from Ryanair and you sent a link. It doesn't work because you have to have an account and she doesnt. She didn't have her holiday just 24 hours of complete stress after working so hard and saving for her break. So I am making a formal complaint and requesting you refund her holiday. She has been trying ever since she got back and all you do is pass her on to someone else who can't help it's dusgusting

Please find below a breakdown of my complaint

Booking reference: LOV5689200U

My partner and I along with two friends are going on holiday to Turkey, we had booked to stay at the Marble Hotel, Kusadasi. Our departure date is 03/10/23. My partner and I booked through yourselves, our friends booked through Tui.

Our friends received an email from Tui last Monday, 11/09/23, advising them that the Marble Hotel is closing earlier than planned and offered them a new hotel, Palm Wings Beach Resort, Kusadasi, and advised them of their room allocation. I contacted your customer service department via manage my booking, asking them what is happening. I was told that they were unaware of the Marble Hotel closing earlier and asked me to get back in contact with them on12/09/23 and ask for the relocation team. I contacted the relocation team as advised the following day, they again were unaware the hotel will be closing. Whilst I was communicating with the relocation team, my partner rang the Marble Hotel and was advised that yes there were closing at the end of September. At this point they advised that if that was the case then they would contact the "suppliers" and we would be advise of the outcome within 72 hours. I advised the relocation team of the hotel my friends had been moved to and explained that we would like to be transferred to the same hotel.

Via manage my booking, I contacted the relocation team on Thursday asking for an update, they confirmed you had been advised that yes the hotel is closing before our departure, but were still waiting for confirmation of which hotel we were being moved to. Explained I didn't understand why the delay because both hotels were owned by Palm Wings, so only one "supplier", was involved. But due to the 72 hours not being up agreed to wait a further day. I had to contact again on Friday, as I had not received any communication from yourselves. Again was told still waiting to hear back from the "supplier". Again I found this very confusing because Tui customer had been notified and moved on Monday. Was asked to give them another 24 hours. Had to again contact the relocation team on Saturday as still not received any communication from them. Finally I was informed that I would be moving to the Palm Wings Beach resort, as requested, I asked for confirmation that we had been allocated a double room with a balcony. At this point was told, that they did not know what type of room I had been allocated. Again I was told that they were waiting for confirmation from "supplier" and asked to wait until Monday. Again no contact was received from your relocation team, so again I had to contact them. Told that they were still waiting to hear back from the "supplier" but another email had been sent, and ask to give another 24 hours.

Again no communication received today, so I had to contact for an update, again advise still waiting for contact from the supplier, but finally this matter had been escalated. Asked why this had not been done sooner, told it was done via departure date. Asked when I would hear something but told that they could not advise me of this because did not want to frustrate me further if again did not hear back from the "supplier" within the time frame they gave me.

At this point I asked how I contacted the complaints department, I was advised your company only had a complaints department for when people came back from holiday. I found this complaint form by searching online.

As I am writing this complaint I still do not know what type of room I have been allocated. This is nine days after I originally contacted your company and nine days after Tui customers have been informed.

You can not imagine the stress this is causing to my partner and myself. We are due to depart in 2 weeks, and rather than looking forward to our holiday, the last nine days have been a nightmare.

It makes me think that if our friends had not already been notified regarding the change of hotel, when would your company finally have informed us.

Your customer services is appalling, throughout this ordeal, I have not received any form of communication, your company sets the guidelines of 72 hours etc but at no point once the timeframe was over did I receive an email advising me of what was happening. Each time it has been myself, contacting you, which makes me think, if I didn't keep contacting you and asking for a resolution on this matter would I still be waiting to even find out what hotel I had been moved to. Adding to the stress is the extra costs that are being incurred for example airport transfers and excursions also constant taxi fares to the center of kusadasi where we have friends living. this has not yet been discussed and causing us an undesired amount of anxiety.

we went to costa bravamfor my 75th birthday,it was a special accastion ,

but it was the worst holiday in 40 years

when we ;landed at barcelona.we took all the advice given,on outboard instructions,we where over a hour at the airport,we where sent every where ,

and no one could help us so we were advised to go by taxi,and we had to pay

155.30 euros

that was bad enough,but for our shuttle bus home,pick up 1.25 am we are told to get there early,which we did,we sat in reception from 11.45 to 1.10 am

and then we are adviced the shuttle bus does not pick up at hotel/this was at 1.35am

i ring your 24 hour help line,no help ,so receptionist rang for a taxi at a cost of

159.75 euros

this was a big chunk out of our money,as we are pensionrs.

could you please reply to this letter

as can never get anyone to speak to

thank you,mr barry desmond--booking ref lov4909313u

Hi I booked and paid for a holiday on 12/08/23

Last week I received confirmation but there are errors in my name and when I tried to bookin with easy jet I could not, so I called them and was told the reference is not in my name.

I contacted love holidays and was told this would be resolved last week several times and it still is not.

I have been refused to speak to a manager, ben hung up on and basically lied to over the last week.

I tried calling again this morning and once I advised my name I was put immeadially on hold and then left to hang up after 20 mins.

This ordeal has affected me greatly and caused so much stress, I have looked at my phone log and have called over 100 times.

I am due to travel on Tue 05/08/23 with my son but still as yet have no flights in my name.

I have been talking with Emma Williams who put me on hold this morning.

She emailed me last week to confirm she was resolving this with the airline and would resolve it on Thu, it was resolved. I called Friday and was refused to escalate to a manager and it would be resolved Friday and e tickets and boarding passes sent to me, it was not.

My name is Johnny Wilkinson Andrew

Love holidays Booking reference LOV4649967U

Airline Ref K5QF616

Please can someone help

[protected]

Hotel not as advertised

Queues all day night for EVERYTHING

cold tasteless food

Unhelpful unhappy staff

Uncertain rules regarding inflatables in pool?

Noisy room, not having any sleep

No sunbeds left at 6am!

Should not be rated above 2 star

Not what we paid for

No beer or fizzy drinks with dinner?

Stayed in much better 3 star hotels and paid less.

Smoking everywhere outside even around children.its disgusting

Tiny bottle of water from vending machine €2 !

Subject: Booking no lov 486885u zante

Hotel perked room 209

I’ve just come off the phone with one of your support team shantanu

I rang whilst I was in the reception as the receptionist Our money back, although they had inspected the room and give us the all clear they said they had previously give the money to somebody else. This was very frustrating as we kept a clean and tidy room. They inspected it and then advise that the money has been paid to other people I asked for the manager and the receptionist refused. I believe this is a fraudulent activity that is going on in the hotel

Can you investigate I can get the police involved in Greece as I feel this needs to be stopped. I am owed €25 and my friend also is €25

So in summary, we kept the room clean and tidy. It was expected however, on the last day, the receptionist said the deposit has been paid to somebody else but wouldn’t advise us who And wouldn’t get the manager.

I’m looking for full refund of my £25 plus compensation for the hassle. If this is not the case, I’m more than happy to take this to Small Claims Court and put a legal proceedings against a loveholidays.

This is a fraudulent activity that the hotel is running and needs to be stopped .

this has happend before on trip adviser

Please respond within 21 days or I will start court proceedings.

We also tried to video the woman refusing to give us our money back, but she said she would get security if I carried on video.

Regards Lucas robinson