As some of you may know we went to hawaii aparthotel last year and had an amazing time and so rebooked this year, this time going with 2 other family friends and their families. We all booked in to the apartments and wished to spend the days by pool and evenings at the bar all inclusive.
When I booked,I booked again with onthebeach.com I booked the same type of room as last time which accomadated our family. The day after booking a onthebeach.com rep rang me and said that all the rooms of that size were booked and I'd have to pay another £150 to stay in a bigger room to house me,hubby and 2 kids,I agreed and thatw as that.
Its now 8 weeks to hols so i rang the apartments direct and spoke to vicky the customer service rep to see if we could possibly stay in one of the seaview rooms, she informed me we were not booked in! I had actually rang last month and been told same thing but when I spoke to onthebeach they assured me I was booked in and to just relax.
After the apartments told me for the second time we werent showing on system yet our friends bookings were, I asked for them to check if we were booked in to the hotel hawaii next door...we were! The agent had booked us in to the hotel instead of apartments and at an extra cost! The apartments assured me that there was rooms available in the apartments to house a fmaily of pur size so it appears the agent has tried to upsell a room, then unbeknown to them that the apartments and hotel are 2 completely different complexs with different pools,bars and restaurants they have booked us in to the wrong hotel!
Now I am unable to use my all inclusive package within the apartments only in the hotel leaving us seperated from friends!
I know the hawaii hotel is 4 star and apartments are 3 but we BOOKED the apartments infact my booking receipt says the aparthotel and yet we are booked in to the hotel. I know the hotel is deemed higher star but for me I dont like it, I dont like the pools they are too small and the staff were a bit less polite when we visited plus the major factor that we have booked hols with friends and now cannot be together!
I have spoke to a on the beach rep who are basically kids running a call centre and charging you 10p a min to speak to them and leave you on hold for 20 mins! They said on Friday that they cant do anything until they have corresponded with hotel but last time I left this issue with them it wasnt sorted.Feel like Im bouncing my head off a brick wall!
Would anyone else think this was a major balls up on the agents part? Its causing me considerable stress, we have looked forward t this holiday all year and now we dont even know whats happening! x