David M Eki

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Verified Reviewer
| map-marker London, England

Caribbean cruise 16th - 31st March 2024 on P&O Arvia

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We had this holiday booked for over 2 years and expected this to be the holiday of a lifetime!

We booked via Hayes - WhiteRose shopping centre, Leeds.

During the holiday we discovered we had no on board spending money despite paying over 4K! Nearly all other travels had £300 or more.

When we enquired on board they said we had been booked on a saver package not a select package. At no time were we ever offered this or was it discussed with us. This proves the agent didnt know what they were selling us. We feel conned and very let down.

In addition to this we were advised to put our money onto a Hayes travel card. This was missold and useless to us as there was no WIFI on board unless you were prepared to pay £12 a day!

When we got home we had to convert the dollars back to pounds then lost money due to unexpected charges!

We feel totally and utterly ripped off. The cruise was awful and most certainly not aimed at anyone under the age of 70. Food standards were poor and they even watered down the orange Juice in the last 4 days.

They closed the mai. Pool for maintenance for last 4 days too.

This again is unacceptable as we and other passengers had paid to use this. This was the only place to swim as the roof was closed and the weather was awful.

The ship was full of coffin dodgers so they probably werent bothered about it as it was unlikely they could get in judging by the amount of people on board in mobility scooters!!

I can honestly say we will never cruise again and will most likely never use Hayes Travel again!

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User's recommendation: Don’t bother unless you’re an OAP!


Finally had a reply - I would call this a standard cop out! At no time did the agent discuss saver and select fares!

Good Afternoon, I am sorry to hear of your experience with P&O and that the Cruise was not what you were expected. Michelle who booked this for you has 20year plus experience and specializes in cruising been on many herself and would always offer all booking options at the time of booking this includes saver and select fares. Saver fare being the best value and can be significantly cheaper than a select fare but again this varies from cruise to cruise. On board credit is offered by P&O at certain times of the year and unfortunately we have no control over when they add or take away special offers and also offered to repeat Guests who have sailed with them numerous times and values of on-board credit varies depending on cabin grade and booking fare.

I see you have also had some issues on board with Wi-Fi, Food Standards and Pool Maintenace this would need to go directly to P&O as an official complaint but we would need more details in writing from yourselves so we can forward this on to P&O on your behalf. If you would prefer this is the link Contact us | Cruise Customer Support | P&O Cruises (pocruises.com). Arvia is P&O's newest ship modern and for all ages groups however we have no control over who travels with P&O as our branch gets very varied age groups that book cruises with us. I apologize again that this has put you off future cruising and booking with Hays Travel in the future Judging by all the negative posts I’ve seen it is abundantly clear that this company do not value or care for customers once they have your money.

Never again. AVOID, AVOID AVOID!!!!!

David M Eki

In addition to losing money converting our currency back to pounds we discovered this morning after visiting a branch of hayes that we are unable to withdraw our money with them. You have to go to a bank and incur yet another charge.

So yet another disappointment!!! Anyone thinking of using these cards - don’t bother.

Use your credit card if you have one and you’ll avoid charges!! To date hayes head office or white rose, Leeds still have not contacted us!!!

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map-marker Carlisle, Cumbria


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I have recently returned from Lindos Royal hotel that i booked through you.

The room was absolutely disgusting.

We eventually got moved the second week after complaining. It was supposed to be.

Delux shared pool. We only got one hour of sun on the sunbeds.

The room had a smell of sewage. Walls were black & ants everywhere.

I have complained in store & was told to e-mail Jet2.

Not good customer service

I can forward photos to you.

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User's recommendation: Really disappointed with Hays. I haven’t had a response. I did go into shop & was told to email Jet2

Claire B Vqe

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Verified Reviewer
| map-marker Nottingham, Nottingham

Resolved: Hays ruined my wedding

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Updated by user Oct 08, 2023

Company fixed the issue and I have been provided with apology.

Original review Sep 08, 2023
Here is a quick rundown of how Hays travel ruined my wedding HAY 352****
we had a booking for over 20 people and needed to cancel one booking this was on the 20th July we started the refund
we didn't even get a refund code until the 18th August
So far we have only had £300 refunded and are still owed over £1000
Our local branch (Bulwell) got an email from Hays head office on Mon 4th Sept to contact us as there is a problem with the refund, Hays Bulwell did not even tell us about this until today 8th Sep and made no contact with us.
Our wedding was due to be in 45 days which we have now had to cancel as we don't even know if Hays are going to refund us at this point, we have been let down and left in turmoil over this and it has totally ruined what was going to be the best day of our lives.
I am going to submit our story to the media as it's nearly 2 months and still no refund, and one ruined wedding thanks to Hays Travel, it's totally unacceptable.
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User's recommendation: Avoid Hays

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