Booking f*** up

harvester of sorrow

If this is in the wrong forum,please move it mods.
Ok so,my folks flew out this morning to Lanzarote,and i just got a text off them to say that they just arrived and there was a mix up with the booking and they are now staying in a different hotel than the one they booked.They booked thru a travel agent so i asked them did they see the rep about it,and she told them "they could take it or leave it at there own cost because other than that it was out of her hands and they would have to take it up with the company when they get home"
Im appaled at this type of customer service towards an elderly couple,who are on christmas break.
What are there options?and is their anything i could do for them?
Any help is appreciated.

mikedragon32

A few items that may help you get some useful advice:

Was the trip booked as a package with a tour operator or did the agent book the flights and hotel on your parents' behalf? I'm guessing if there's a rep involved it's a Tour Operator package.

Was the mix up explained? Is there a specific reason why they're not in the hotel they booked?

Is the hotel they are now in of a similar or better standard?

Take a look at this for a quick guide to dealing with the predicament: http://www.citizensinformation.ie/en/consumer_affairs/travel/package_holidays.html

harvester of sorrow

Thanks Mike:)