Inbox

Breakfast was not included as booked

Our booking says breakfast included, but the restaurant asked us to pay for it. Expected behavior Breakfast included, as booked. Actual behavior We were asked to pay for breakfast.

Refund for the cancelled tour has not arrived

The Red Tour was cancelled two weeks ago and the money is still not back on my card. Expected behavior The refund on my card within a week. Actual behavior Two weeks later there is still no refund.

Delivery was left at the wrong address

Tracking says delivered, but the parcel was left at number 14, not 41. Expected behavior The parcel is delivered to my address. Actual behavior It was left at a neighbour's door down the street.

Hotel pickup was an hour late

The shuttle was due at 04:30 and came at 05:30, so we missed the sunrise. Expected behavior Pickup at 04:30. Actual behavior The shuttle came at 05:30.

Charged twice for one booking

My card shows two payments for the same balloon booking. Expected behavior One payment for one booking. Actual behavior Two payments of the same amount.

Early check-in was promised but refused

An email said check-in at 10:00 was fine, but at the desk they told us to come back at 14:00. Expected behavior Check-in at 10:00 as promised. Actual behavior We waited until 14:00.

Air conditioning in the room does not work

The air conditioning in room 214 blows warm air and we could not sleep. Expected behavior A cool room at night. Actual behavior Warm air all night.

Balloon flight cancelled without a new date

Our flight was cancelled for wind and nobody offered us another day. Expected behavior A new date or a refund. Actual behavior Only a cancellation message.

Child discount was not applied

My son is eight and the child price was not applied at payment. Expected behavior The child price for my son. Actual behavior We paid the full adult price.

First order discount was not applied

The 15% welcome discount did not apply to my first order. Expected behavior 15% off my first order. Actual behavior I paid the full price.

Airport transfer did not show up

We waited 40 minutes at Dalaman airport and the transfer we booked never came. Expected behavior The driver waiting at arrivals. Actual behavior No driver came, so we took a taxi.

Cancelled booking still charged

I cancelled ten days before arrival, inside the free cancellation period, and the full amount was taken. Expected behavior No charge for a free cancellation. Actual behavior The full amount was charged.

Wrong meeting point in the confirmation

The confirmation sent us to the main square, but the bus left from the bus station. Expected behavior The right meeting point. Actual behavior We missed the bus.

Exchange label link does not open

The link in the exchange email to print the return label gives an error page. Expected behavior The link opens the label to print. Actual behavior An error page opens.

Sea view room was not given

I paid for a sea view room and we were given a room facing the car park. Expected behavior The sea view room I paid for. Actual behavior A room facing the car park.

Booking confirmation never arrived

I booked two nights from 14 September and paid, but no confirmation email came. Expected behavior A confirmation email right after paying. Actual behavior No email, so I do not know if the room is booked.

Cannot move a booking to another day

There is no way to move my stay one week later; the only option is to cancel and lose the deposit. Expected behavior Change the dates online. Actual behavior Only a cancellation, and the deposit is lost.

Lunch was not included as advertised

The day tour page says lunch included, but we were asked to pay at the restaurant. Expected behavior Lunch included, as the page says. Actual behavior We paid for lunch.

No reply about a late arrival

I wrote that we would arrive after midnight and asked if someone would be at the desk. Nobody answered. Expected behavior An answer before we travel. Actual behavior No answer, and the desk was closed.

Charged twice for one order

My bank shows two payments of the same amount for order 4182. Expected behavior One payment for one order. Actual behavior Two payments were taken.