We booked a hotel in Fethiye, Turkey through this company along with transfers from the airport. The email we received about this said "“The details of your reservation are shown below and your voucher is attached”. I printed out the email as instructed and took it with us. I assumed that everything was OK with this but when we arrived at Dalaman airport at 01.30 in the morning we realised that they had not sent us instructions on how to find the transport and that no voucher was attached.
We went to one of the available transfer desks outside the airport. The Person there said that we were not on the list of incoming passengers who were to be picked up and called us a taxi. We asked about the taxi charge and he said that we should contact the travel agent through our hotel and we would get a refund.
The taxi cost us about £52. When we asked at the hotel we were told that we would be best trying to pursue this through our booking agent (Hotels4U) when we got home. When we got home I contacted them and after several weeks wait they told us "as the transfer was available as booked and the voucher attached to your confirmation I regret that we are unable to offer any refunds in this instance".
Despite me sending them a copy of the original email and attachment (which I had retained) the "Customer Services Team Leader" I had been dealing with continued to insist that the transfer voucher was attached. All that was attached was an invoice with the hotel details and a reference to the transfers with no instructions as to how we were to find them.There was NO transfer voucher!
She was clearly not even remotely interested in accepting any responsibility for this or trying to resolve it to my satisfaction. I tried to reason with her but she refused to reimburse the taxi fare. When I told her I wanted to escalate this and asked her for her line manager's name she did not reply to my email. She has now refused two requests for this and has basically stopped communicating with me.
Hotels4U and (Medhotels) have totally refused to reimburse me for this. It was not my mistake and the bottom line is that I paid for both transfers and a taxi (a total of £74). I would definitely not recommend booking with them. If you have any problems they will not be accepting responsibility.