I will never book with Voyage Prive again as they left me and my friends stranded at Rhodes airport.

The return flight and the accommodation duration did not match up. The accommodation was booked for 5 nights but we did not realise the return flight was booked for the 4th night. How on earth could we be expected to be on a plane the day before we were due to check out of our hotel? The only way this would've been possible was for us to cut our holiday short. If this was the case then Voyage Prive mis-sold it to us as a 5 night break when it was in fact a 4 night break according to the flight schedule. Even with this, the hotel checkout was confirmed in their documentation as 12:00hrs the morning after our 5th night and NOT before. The return flight should have been after this time later that day.

You can imagine our distress when we arrived at Rhodes airport only to find our flight had left 24hrs before. We ending up having to pay for standby seats on the next flight into the UK which wasn’t even flying into the city where we came from otherwise the next one was in 2 days time.

It is quite obvious Voyage Prive made an error by not matching the accommodation and flight schedules but a month later we are still no way nearer to getting our money back. The response I received from the Complaints department was wholly inadequate in not addressing the flight issue and did not accept responsibility. They had the audacity to put the blame on us for not cutting our holiday short in order to take into account the error they made.

As the travel company the onus is on Voyage Prive to ensure that bookings are correct. Voyage Prive clearly failed in its duty of care to us by not carrying out due diligence when matching the return flight and the accommodation schedules.

I have appealed the decision and have spoken to numerous people in customer service to no avail as they only give platitudes and have no decision making powers. Having sent their sub-standard response there is now a distinct lack of communication from the Complaints department. I have called practically every week and apparently this has now been escalated to Head Office. A week later - still no response. They don't even have the courtesy to acknowledge my emails or messages.

I would strongly advise anyone considering booking with Voyage Prive to reconsider due to the cavalier manner in which they treat their customers. It is also apparent from the number of poor reviews on this site that something is clearly amiss – I wish we had checked this before we made our booking.

I now unfortunately find myself in a position where I will have no choice but to take this matter further if this does not get resolved within the next 7 days. Come on Voyage Prive do the right thing and address this matter now!

The booking reference is 100274218VPUK.

Update 15/8/19

Voyage Privé’s response was contradictory and refused to take responsibility for the issue citing ‘passenger mistake’ as the reason. How can we be denied a 5th night when it was a 5 night booking? I have asked for clarification before taking further action. Voyage Privé please look at this again as it is clearly wrong.