Family left 'stranded' after dream holiday ruined by Loveholidays error
A Scottish family's dream trip to New York turned into a nightmare when Loveholidays allegedly "cancelled" their hotel, leaving them abandoned on the city streets.
Nadine Kyle, 35, splashed out £3,000 for an extraordinary five-day jaunt to the Big Apple with her husband and two children to mark their son's 16th birthday. However, upon arrival, after their initial flight from Glasgow Airport to New York was cancelled, they discovered their hotel booking had also been "cancelled".
Nadine recounts how she and her family were left "stranded" in the heart of New York, frantically searching for alternative accommodation.
She said: "We were pacing the streets at midnight with our children and all of our luggage, we were completely stranded. We were constantly trying to get in touch with Loveholidays but we got no assistance. We basically just had to go find any hotel that had space for us." The Kyles eventually secured another hotel, which set them back an extra £1,269.36, reports Daily Record.
Nadine, hailing from Alloa, expressed: "We didn't really have any other choice, everywhere was chokablocked so we had to just take whatever place could fit us in. We had to dig right into our spending money for new accommodation.
"After that, I spent every day for the rest of our holiday trying to chase Loveholidays to try and get the money back. Because of the time difference, I was getting up at 4am trying to sort everything out."
Loveholidays has refunded the family £1,269.36 for their accommodation and has since proposed a £269 compensation to Nadine, which the mum has branded as a "slap on the face".
She commented: "Loveholidays eventually refunded us for our new hotel, as they should. They also offered us a small compensation fee, which I consider to be an utter slap on the face considering the amount of stress we were put through.
"It completely ruined what was meant to be the trip of a lifetime. The kids could pick up on our stresses. New York was meant to be such a special holiday for us but we'll never be able to repeat it - it was a 16th birthday celebration that I'll never be able to redo."
A representative for Loveholidays stated: "We're sorry that Mrs Kyle's experience fell below our standards. We're investigating the booking error with the hotel provider to ensure it does not happen again, and have been in touch with Mrs Kyle to apologise and reimburse her in full for the alternative accommodation arrangements she made. We have also offered a further £269 in recognition of the inconvenience caused."
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