Brynhyfryd Travel House

We had booked our last 3-4 years holidays with them and had nothing but good service at the Swansea branch... however, that changed dramatically when we booked our last trip and what will now remain our last trip.

Having booked a busy USA West Coast holiday to celebrate a birthday, we were all set.

We were asked to visit the store on the day of our departure to collect our tickets as they were not in hand prior to this. At this time we were told that there may be a small amount of construction work going on at one of the hotels on our trip. This hotel happened to be in Death Valley, an area with little else around. We were assured it was very minor and would not affect us however if we wished to change rooms it could be looked in to. Having listened to the words of staff, having not more time to spare as we needed to leave.. and also not wanting to spend time on our holidays looking in to hotels, we decided to stick with what had been booked for us.

During the trip we met other British tourists who told us that the hotel was practically a write off, with no eating options available due to the size of the workforce. This was apx 2-3 days in to our trip and the hotel stay on the 4-5 nights! We contacted Travel House and informed them of this. They advised us to make our own arrangements due to the short notice and time difference and they would make efforts to ensure we were refunded.

This never happened!! Since returning the staff at the branch have said it’s a head office issue and head office never reply.!!

So disappointed, it left us £350 more out of pocket, and considering the holiday was around £4K coupled with our previous custom we did expect a better service rather than being totally disregarded.

To be asked to collect the tickets on the day of departure was poor. To be told at that time of the potential issues at the hotel, which were clearly played down, was completely out of order and to then be brushed off when it did all go wrong was nothing short of travel agents from hell!!

We will no longer use Travel House and recommend that you consider other agents from the huge choice available, particularly online. Our loyalty was broken as we never minded paying £1-200 more knowing we were being ‘looked after’ by our local store where we would have the peace of mind of face to face contact.

Fantastic customer service, holiday cancelled and refund in my account the same day. Will definitely be re-bookingwith them when covid-19 is over.

Staff always very helpful and friendly to help you get the best deal.

Can not fault them staff are amazing especially big thank you to Chelsea for sorting out my query keep up the great work ☺️

Brilliant service from Chelsea, we won't hesitate to return for our next trip

Staff were great were happy to apply my wishes to get the perfect holiday for me .. and helped us with our Visas ect..

Chelsea is amazing easy to talk to explains every thing in depth, has booked us some fantastic holidays over the years. Thank you Chelsea. Also the other staff are lovely too..

Awesome service before, during and well after you've booked. Friendly knowledgeable staff who do almost everything for you except drive you to the airport.