 but when we tried to get an appointment there were none available for the rest of the year. We asked Imagine Cruising if w){kind=link}
✉ I made two consecutive bookings with Booking.com to stay at Palazzo Presta in Gallipoli in Italy in September. They cost about £3,300 and my plan was that if I didn’t like it, I would have time to cancel the second booking. On the train from Rome the hotel messaged me to say there was no running water and I’d have to stay in a different hotel for a night. When I finally checked in, my room had a strong scent even though I had warned them I was highly allergic to room scents. I asked to be moved but they refused and I had an asthma attack overnight. The next day I was moved to a different hotel, with no phone in the room, no wi-fi and no reception. I had no way of contacting a doctor. I was told this was the only option available. After further problems with the hot water and the wi-fi I told Palazzo Presta I wanted to leave and I needed a refund. But it refused to refund both bookings and Booking.com said there’s nothing it can do. Can you help?Pippa Bell
The hotel apologised for the inconvenience but insists it did its best to help you, including cleaning your room with fragrance-free products and offering a partial refund for the plumbing problem as well as to pay for your mobile data; it still sees no reason to offer a refund. But Booking.com has come to the rescue. It said that while it had advocated on your behalf to get your money back, it could see there were missed opportunities to “suitably support” you and has issued a full refund.
✉ In 2019 we booked a holiday in India that got moved and moved again until the departure date was set for November 30, 2022. In 2019 we checked what visa was required; it was an e-visa that was only valid for a month so we thought there was no need to get one until nearer the time. We’ve now been told by our travel agent we need a paper visa (and that we should have checked this) but when we tried to get an appointment there were none available for the rest of the year. We asked Imagine Cruising if we could move the holiday but were told this would be very expensive. Would we be covered on our insurance if we have to cancel because we can’t get a visa (but not for want of trying)? We are set to lose £5,000 each. Sandra Sheldon
India’s suspension of e-visas for UK travellers has caused havoc and unfortunately insurance policies won’t cover cancellations in these circumstances. The good news is that Imagine is now offering options for any customers who aren’t able to get a visa in time for November and December itineraries that include land stays in India. “I can confirm that any customer impacted by this situation will be able to move their India holiday to dates in 2023 or be issued with a full refund. We are in the process of contacting all customers individually to discuss which option suits their needs,” a spokeswoman said.
✉ I’ve just qualified as a lawyer and I get a month off to travel in January. I’m a female travelling solo and am considering spending ten days in either Borneo or Papua New Guinea. Should I be doing an organised tour? Would you recommend one over the other?Ilana Granditer