Scottish family's 'dream holiday' ruined after Loveholidays cancel hotel and leave them 'stranded'
Nadine Kyle, 35, forked out £3,000 for a special five-day trip to the Big Apple with her husband and their two children to celebrate their son's 16th birthday, reports The Daily Record.
But when they arrived at their accommodation after their initial flight from Glasgow Airport to New York was cancelled - they were told their hotel booking had been cancelled.
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Nadine says she, her husband and their two kids were left "stranded" in the middle of New York desperately trying to look for another hotel.
She continued: "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."
Eventually, the family managed to find another hotel but it cost them an additional £1,269.36.
Nadine, from Alloa, said: "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 reimbursed the family £1,269.36 for the accommodation and have since offered Nadine £269 in compensation - which the mum has described as a "slap on the face".
She said: "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 spokesperson for Loveholidays said: '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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