What a complete joke of a company, their complaints procedure needs to be reviewed and their staff should consider if they want to work for such an unempathetic organisation. I get the long hold times, we're all busy, but to be cut off whilst on the phone 3 times during a complaint, having to go over everything again and again, only for Hoeseasons to admit that it was their mistake, but refused to offer a gesture of good will, it should have been obvious then that these guys have zero care or consideration for their customers. We all make mistakes, but you do what you can to rectify them and regain a customers trust. So we had booked along with another family, 4 adults and 6 kids, to go to a resort together. We did all the prep back in Feb, made all the phone calls and reservations needed and was guaranteed by the Hoeseasons rep that we would have lodges that would be next door to each other. On calling to confirm with the resort it turns out that Hoeseasons made a mistake and booked a different lodge for one of the families which was a fair distance away. Hoeseason admitted that it was their mistake, the resort unfortunately could not accommodate a change and after almost 3hrs worth of call time I was told there is nothing they are prepared to offer unless I provided a call recording, which conviently for them they could not locate their side - even though the call notes said the same and the lodge also confirmed the same. Having explained the reasoning and need for the lodges to be side by side they still offered zero empathy and recourse for their own mistake. I now have the pleasure of disappointing the kids with this news. A simple gesture of goodwill refund would have prevented this long negative review. I will never do business with Hoeseasons again for the basic principle that they do not respect or care for your custom.