Home West London Family ‘in tears’ after luxury Cornwall holiday resort swapped for one 250...

Family ‘in tears’ after luxury Cornwall holiday resort swapped for one 250 miles away in Uxbridge

5

A family was left in “tears” after their dream holiday at a five-star Cornwall resort fell through and were offered alternative accommodation 250 miles away in Uxbridge.

Ian Tomlinson and his family had booked their stay at Retallack Resort near Newquay, Cornwall six months in advance.

The hotel’s overall rating on Google is 4.3 stars, and has an aqua park, a floating volleyball court, a wave pool and wakeboarding.

READ MORE: Newly-wed wife separated from husband and forced into Barbados ‘jail’ after testing positive for Covid on honeymoon

Ian and his family were offered alternative accommodation in Uxbridge

The alternative was a hotel with an 18-metre swimming pool and sauna.

But after a treacherous four-hour drive, Ian was told by the hotel that there was no record of the booking through Booking.com and there was no chance of fitting them in.

Booking.com then sent an email to Ian and his family that they had found a similar alternative in Uxbridge. The email said it “hoped they were having a great day”.

Retallack Resort is near Newquay, Cornwall

Retallack Resort is near Newquay, Cornwall

Despite multiple attempts to contact the travel website by phone and email, Ian was unable to reach out to a Booking.com representative and had no choice but to return home.

He told The Guardian: “Uxbridge was 250 miles away and not a place anyone would choose to have a holiday.

“I had two very tired, upset children who were looking forward to all the resort’s attractions including a FlowRider wave machine for surfing, and my wife was in tears. We were not having a great day.”

Luckily, Ian had not yet paid for the hotel, though they had pre-paid tickets for he Eden Project and lost out on petrol money.

“Plus, we lost the holiday we’d spent all year looking forward to,” Ian added.

0 JS203739791

Here at MyLondon, we’re doing our very best to make sure you get the latest news, reviews and features from your area.

Now there’s a way you can keep up to date with the areas that matter to you with our free email newsletter.

The West London newsletter goes out twice day – at 7am and 4pm – and sends you the latest stories straight to your inbox.

From Hillingdon to Harrow, Southall to South Kensington, we’ll make sure you get the very best every day.

To sign up to the West London newsletter, simply follow this link and select the newsletter that’s right for you.

And to really customise your news experience on the go, you can download our top-rated free apps for iPhone and Android. Find out more here.

It wasn’t until 11 days later when Ian finally received an email from Booking.com. They claimed the hotel had overbooked and that it would consider refunding his costs but would not provide compensation for upsetting his children.

An Aria Resorts spokesperson, which owns the hotel, said: “Unfortunately, it seems the booking was not confirmed correctly through Booking.com into our reservation system.

“We have had no further contact from Booking.com regarding this guest’s concerns.”

After Guardian Money contacted Booking.com, Ian and his family were awarded £700 in compensation and refunded the cost of petrol and the Eden Project tickets – but didn’t comment on why the error arose.

A Booking.Com spokesperson said: “In exceptional circumstances where a property is unable to accommodate a guest, we always seek to rectify that immediately and will be working with this partner to ensure all future guests have a good experience.”

Have you had a terrible holiday experience this Summer? Get in contact with Ruby at [email protected] with your stories.

Read More
Read More

https://www.mylondon.news/news/west-london-news/family-in-tears-after-luxury-21723036