Quality Travel - Sidlow

DM

I was recommended Quality Travel and until we travelled I was very happy with the service from Sally. Once we started our trip unfortunately due to storm Beryl we had to make some changes and then many issues and overcharges came to light. I booked through Quality Travel UK but then I discovered that (although they state they are an independent travel agent) my booking was made through Carrier. In a nutshell, I paid a huge premium to use both services. We had to move area due to the extreme weather and what I was told was that I would not be entitled to refund in the current hotel, Sally said Carrier was adamant this was not available. I believed her. When we checked out I was told, without asking, that I would get a refund for a night. I challenged Sally on this and did eventually receive a refund of £202 for this. We had to make a further booking at the 3rd hotel, instead of booking through Carrier or Quality and unbeknownst to me until 8 days into our stay there, Sally booked this extension through Expedia. As she had not spoken to the hotel (who she claimed she knew personally), they took this as a separate booking. I paid Sally, the hotel then also charged me on my debit card and I spent everyday trying to get this and my deposit back nearly $2.5K of our spending money. We cancelled our trip to Fort Lauderdale due to the storm (2nd hotel) and I was told I would receive one of the two nights of this refunded - now because I was double charged by the other hotel in error and received their invoice, I note that I received £158.88 a night for this.
I paid Quality Travel over £9,300 for a 14 day trip to Florida - 2 standard Virgin flights, car hire 5 days, hotels, 1 transfer, no meals, no resort taxes included..... Yes we stayed at the Betsy which was lovely for only 2 nights. Sally had sent me information on the activities the Betsy offered. We therefore did not visit the Everglades recognising that we were able to go on a 4 hour tour from the Betsy on our last two days, the Concierge there told me that those schedules were pre-covid and that was not possible now, it was a full day only and we therefore missed this opportunity - the information sent by Sally was outdated and useless. Virgin standard flights for two of us - the lovely crew on Virgin, again voluntarily said that if we could have booked extra legroom at only £60 each more, my tall son (6ft4) and I (6ft) would have had a much more comfortable flight.
By my calculations and I am now informed as I even personally extended my car rental so I'm aware of that cost too, they have taken a pretty hefty commission of my costs, maybe up to £3,000. I am genuinely blown away by the level of this. When I raised my real concerns and asked for compensation I was told by Sally "Carrier do not provide a breakdown of costs, as the holiday is booked as a package with confidential negotiated rates between the tour operator and supplier. None of the mix ups or issues that you have had have been down to Carrier or Quality Travel."
What I discovered is this is far from true.... book direct, you'll pay a lot less and particularly in the USA, they bend over backwards to help you - offering refunds, upgrades etc without even being asked. It would have been a much less stressful and less expensive holiday without using Quality Travel UK and Carrier. Luxury is only luxury if the service matches the cost for the additional service, they really did not...

Pamela C.

I have used Quality Travel several times for some wonderful holidays all over the world. Diana, my adviser , gives impeccable customer service and is at the end of the phone for any queries or concerns nearly 24/7.
She can arrange holidays for all budgets and ensures one gets the best .

Brigid N.

Lina N.