Caroline
I have a few issues with your response.
1. We tried to book a room with your company. We then received an e mail that you had no rooms available for the dates that we wanted. Naturally, one would think that 1008 US Dollars would not be charged to our credit card account when no rooms are available. Also, there is nothing in your terms and conditions that state that you may deprive us of our holiday money even when you have no rooms available. This has nothing to do with booking at the last minute - you had no rooms available and our card was charged regardless.
2. Secondly, whether you tried to get us our money transferred to us or not, the fact remains we were left with limited funds with which to enjoy our holiday as we could not access it due to your companies complete incompetence. Thankfully, neither of us became ill, or had children with us as this could have been an even worse situation.
3. As stated previously, we received a phone call from a colleague of yours in Istanbul who said that she upgraded us to full board but that WE would be paying for it and that this would be taken out of our refund (or our own money that you took). We suggested that due to the fact we had no access to money, and since your company had taken it, that YOUR company should upgrade us at YOUR expense until the money came back into our account (which you said would take 5-7 working days!). We still have not received our money and this is 3 weeks later. We told the hotel we didnt want full board because we couldn't afford in the first place - you told us it was coming out of our refund.
4. How can i drop you a line? Everytime i try to respond to any e mails your company sends me - it says i am not allowed to respond! This means i have to call at my expense someone in a call centre half way round the world that can't speak english.
How am i supposed to give you a phonebill. You have our e mail address so why don't you sort this out? Please send me some contact details so we can communicate in a direct fashion. I have provided this website with our reference numbe
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