from United Kingdom, 21 May 2014, 09:01 (submitted from United Kingdom)
Comment: Hotel was OK to good as expected and rooms were fine. The only problem was with the booking. Payment was taken from our credit card on 30 April but when we arrived at the hotel they had not received funds from Profitours and we had to pay again for one night's accommodation. The reason for this was that the Profitours agent (Pavlina) had gone on holiday to Greece and not ensured that our booking was complete before she left. The money was paid to the hotel on 13th May after a Bulgarian colleague of mine managed to find out what had happened. This caused a lot of aggravation which spoiled our holiday. We left the hotel on 19 May .. it is now 21st May and we have still not had the money (170 BGN) refunded to our account.
In my opinion (and if it was my decision) Pavlina should be fired for this, or severely reprimanded and removed from customer service duties and responsibilities.