A family’s dream holiday turned into a nightmare when they were left stranded on the streets of Majorca with nowhere to stay upon their arrival.
Judit Csanyi had booked and paid for a villa in April, “anticipating a wonderful summer vacation” for her family. The excitement was palpable as they touched down on the Spanish island on August 13, ready for what should have been an idyllic week away.
However, the Ruislip family’s holiday hopes were dashed when they reached their supposed holiday home, only to find out it hadn’t been booked at all. With nightfall approaching, they were left scrambling for a solution.
“What should have been a relaxing holiday in Majorca turned into an absolute nightmare, leaving us abandoned on the streets with two young children late at night,” recounted Judit – mother to a 12 and 14 year old – to the Mirror. “We stood up in front of the entrance but nobody was there to let us in. We waited nearly an hour, pushing the ring-bell, but nothing.”
The booking fiasco has left Judit seething at Agoda, the booking company that confirmed on the day of arrival that the “booking has been rejected” – despite the family having forked out for the trip four months earlier, reports the Mirror.
“Upon arrival the villa owner was nowhere to be found, and despite our frantic attempts to contact Agoda, we were met with shocking indifference. Agoda’s customer service informed us they could not provide alternative accommodation due to high demand, stating that only higher-priced options were available and they wouldn’t cover the difference,” Judit lamented.
“They did offer a refund of the original booking and a mere $1,200 (£900) in compensation-nowhere near what we had to spend to find new lodging. In the end, we were left stranded on the street with no support.”
From there, “the situation only worsened.”
The family found themselves scrambling for overnight accommodation, Judit revealed, as a severe storm swept across the Spanish island.
“The stress of searching for new lodging during peak season, especially with two small children and an elderly mother, was unbearable. To make matters worse, a severe storm hit Majorca on August 14, grounding flights and driving hotel prices even higher. In our desperate search for accommodations, we were scammed through a booking on Tripadvisor, which led us to file a police report,” Judit continued.
“Thanks to a rental car, we were able to explore the island to find accommodation, but the costs were astronomical. We ended up staying in a modest two-star apartment, a far cry from the villa we originally booked, and had to spend an additional $5,503 (£4,100) on top of the initial booking cost.”
“We spent our holiday at the police station and scrambling for accommodation, instead of enjoying any rest or relaxation.”
In the aftermath of a holiday debacle, Judit has been tirelessly pursuing reimbursement from Agoda, insisting that she deserves more than the compensation she has been offered. The travel firms emails, which were disclosed to the Mirror, confirmed that the cost of the original villa had been refunded and about £1,000 in compensation proposed; however, Judit contends this sum falls short.
An email from an Agoda customer service agent clearly empathised with her distress, stating: “First and foremost, I would like to extend our sincerest apologies for the distressing experience you have encountered with your recent booking with us. We understand the gravity of the situation, especially given the mention of child endangerment and the trauma it has caused. Please know that we take these matters very seriously and are committed to resolving this issue promptly and to your satisfaction.”
Additionally, Aviva’s specialist highlighted some measures for travellers facing accommodation troubles.
“In the first instance, customers should contact their tour operator, ABTA, ATOL or credit/ debit card company to see if any costs could be recovered,” they recommended.
“If they still find themselves out of pocket, customers could then approach their travel insurer to see if they can help with any losses incurred. It’s worth noting however this will depend on the type of cover they have under their travel policy. Every policy is different and will vary amongst insurers, so it could be worth contacting your insurer directly to check.”
Travel insurance is designed to provide assistance in case of unexpected emergencies. By securing travel insurance as soon as you book your trip, you can rest easy knowing that you are protected both before and during your journey.
Agoda has yet to respond to requests for comment.