We booked with Release Travel for 10 of us for a weekend in Benidorm at the LuxMar apartments (we booked our flights separately). The “accommodation” was awful and dangerous. We were expecting basic accommodation, however we at least thought it would be safe and secure. We were not comfortable in the whole three days we were there, being too scared to sleep since the doors did not lock properly and rooms were being broken into.
When we arrived at check in we were told we had to pay 100.00 Euro per room before we were allowed our keys. We were not made aware of this charge before we travelled, so had to take this out of our spending money. The furniture in the room could not of cost 100.00 Euro is was that basic!
The night before we arrived 8 rooms had been broken into, upon getting to our rooms we could see that our door had previously been kicked in and they had moved the lock up slightly so at least the door closed. We were told by a stag group not to pay for a safe as they were easily removable from the rooms and their room was one of the eight which had been broken into with the safe being taken as they are not secure on a wall just slotted into the wardrobe. Other safes were located in the main bar area however these had also been broken into despite being told reception was manned 24/7. Not once at night was a receptionist present.
We had three adjoining rooms and not one of the patio doors locked.
A note in the rooms advised that bed linen and towels were only cleaned once a week! (disgusting) all rubbish had to be taken out before check out and washing up done before we left, otherwise the deposit would not be returned.
Sunday morning upon leaving to check out, one of the two lifts was covered in blood, all over the floor and up the walls which meant it was un-usable. We told reception so that it could be cleaned up and they laughed but no attempt was made to even look at the lift.
The apartment costs £12 per night per person if booked directly = £24 (I asked reception), we were charged over £80.00 per person so they have made a hefty profit from our booking. Our orgainsed bar crawl did not happen as they guy didnt even show up.
I have since complained to Release Travel and they had agreed to refund me £131.00 (which is shocking) considering how much they made from us. However we accepted this amount back in August. I was told to allow 28 days for this refund. We are now in the middle of November and they are not responding to any of my emails. I have had to take this further with citizen advice. My advice to anyone is they are a rip off do not use them ever! It would be cheaper to book yourselves than pay for this company to "arrange" something when they have no customer service skills at all and are all about making money
Diana Lord found this review useful
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