Breach of Trust, Taking legal action against them
FINAL WARNING – Left Stranded Abroad, Legal Action in Progress
I have been a loyal customer of TravelaYouLike (formerly Xclusive Trips) for over 10 years. Unfortunately, my recent Egypt booking (TTAS-0042528) has been the worst travel experience I have ever had, and I am now preparing legal action due to their complete failure to resolve the matter.
Upon arrival at 3:45 PM, there was no airport transfer arranged. No driver details were provided, and despite multiple calls costing me £40, no proper assistance or callback was given. I was eventually informed the driver had taken another job and would not be coming. With four young children and a disabled family member, we were left stranded and forced to arrange our own taxi at an additional £55.
The hotel situation was equally unacceptable. We paid for two rooms but were initially offered a single partitioned room with one bathroom for six people. One room provided had a strong fresh paint smell, clearly unsafe and unsuitable. Only after repeated complaints were we moved, but still not to proper standard.
Food and service were extremely poor. There was very limited variety, repetitive meals, and even basic hospitality was lacking. My young daughter was refused a second small ice cream, which was both upsetting and embarrassing. On another occasion, I personally witnessed staff hiding fresh food for themselves while serving cold, old food to guests. Only after confronting them did they provide fresh food. The manager later apologized, confirming the mishandling.
To make matters worse, we experienced a full day without water in our room. This created serious hygiene issues for six people and added significant distress to an already unacceptable situation.
Despite raising all issues formally while still at the hotel, the only response I received was the following generic email:
“Dear Customer,
We do apologize for the inconvenience caused. We have forwarded your complaint to your suppliers. Normally it takes 28 business days to get a response. We shall keep you posted once we hear from them.
We have mailed your return transfer voucher for tomorrow.
Regards, Customer Support”
Since then, there has been no meaningful follow-up. Attempts to contact them by phone are now ignored, and calls are being cut off. This level of customer service is completely unacceptable.
This booking is protected under the Package Travel and Linked Travel Arrangements Regulations 2018, and the failures listed above represent a clear breach of contract.
I have now issued a FINAL Letter Before Action seeking £1,850, including refund, expenses, and compensation. If this is not resolved within 48 hours, I will proceed with legal action without further notice.
After more than a decade of loyalty, this is how customers are treated.
Avoid TravelaYouLike at all costs. This company can no longer be trusted.