Travelzoo review: Best online holidays

I booked an Holiday with Best On Line Holidays to Palma Nova Majorca in May 2023. I paid the initial deposit and was told to pay the remainder of my balance £628 by the 10th of September, our departure date was the 25th September and return was the 29th Holiday Reference number: BOH 5813. I rang the company to pay the remainder of my balance £628 on the 8th of September. When I checked my online banking there was nothing pending, so I rang the company back to check the transaction had gone through only to be told it hadn’t due to a system failure, I asked why they hadn’t let me know as my holiday document would never have been sent out, due to the poor communication of their staff due to English not being their first language it was hard to understand them, they asked me to put the transaction through again and to my horror the £628 went out of my bank account twice total = £1256.00. I rang Best on Line Holiday immediately to inform them of this and they told me it was due to a system error, they sent me an email to trigger the refund on the 11/09/2023 and promised it would be back in my bank account within 14 working days. This never occurred and despite several phone calls and emails I keep getting false promises that the refund has been processed however I have still not received this £628.00 back into my bank. I have kept all emails and correspondence relating to this. I wondered if Travelzoo could help me to get my money back. I have booked several holidays via Travelzoo and always been extremely happy and satisfied with holiday purchases, however I will never use Best on Line Holidays again and I would advise other customers to avoid them at all cost. The poor communication and the uncaring attitude is not something I or other people want.

I look forward to your response.

Kind regards

Anita Lowe