We booked at 10day holiday to Mauritius via The Holiday Factory. We requested a 4 star hotel, all inclusive package with a spa. The best hotel package we got was for Crystal Beach Resort and Spa. We did not know that the hotel was only open for a few months, was not finished and did not have a spa. We paid for a 4 star hotel but got an awful experience. We had a room that did not have a telephone or TV connection and the room was often unserviced. The food was appalling and facilities poorly staffed and poorly managed. The hotel was not fully functional and the staff are surly and rude. We complained to the hotel and to Holiday factory on the 2nd day after we had had enough. Holiday Factory took 2 days to respond via email. Unfortunately the hotel did not have full functional internet facility and we did not get the email until we got back. They did not attempt to call us and claimed to not have our telephone numbers which were on the booking forms. They have refused to address this issue or offer us a discount on our "4 star" holiday which was really poor and disappointing. To have saved for this holiday for so long and spent hard earned money is very, very sad and disappointing.
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