What a shame, all staff so friendly and nice when your in booking your holiday. When there is a problem, they really don't want to know and we was lied to our faces by Ellen once we was back off Holiday. On the Hays website it said if your dissatisfied with your travel experience they offer a no quibble refund guarantee, went into store about this Ellen said I've never heard of that and other staff members shaking there head. it was literally on the main screen on Hays website, yet nobody knew about it or the company they work for. due to being lied to our faces we would never step foot in that store or book with Hays again. feel free to contact myself if anyone has had a complaint pre April 2024 as I have the screenshots that proves what was on there website at the time our holiday was booked.