What was meant to be the perfect girls' getaway—four sun-drenched days on a Greek island with cocktails by the pool and complete relaxation—rapidly descended into a holiday horror story. Instead of luxury, two British friends encountered a hotel that bore no resemblance to its online portrayal, sparking a major complaint against one of the UK's leading travel operators.
Promised Paradise Versus Grim Reality
The holidaymakers had booked what appeared to be an idyllic stay at the Kolymbia Bay Boutique Art Hotel in Rhodes through Loveholidays. Online listings showcased Instagram-worthy swim-up pools, chic cabanas, stylish parasols, and contemporary rooms with luxury bedding and rain showers. The property boasted an impressive 8.9 rating on Booking.com from over 130 reviews, with only minor complaints about room size or breakfast options.
However, upon arrival, the grim reality became immediately apparent. Foul-smelling bin bags lined the walkway to the pool area, bottles of toxic cleaning chemicals were dumped in plain sight, and cigarette butts littered the floor. The women even witnessed housekeeping staff smoking while changing bedsheets—a far cry from the four-star luxury retreat they had anticipated.
Room Inspection Reveals Shocking Conditions
The accommodation itself proved equally disappointing. Their 'Deluxe Garden View' room featured broken door handles, dust-coated surfaces, and furniture showing signs of mould. The promised garden view turned out to be a bird-dropping-covered canopy at the hotel's front. The bathroom was falling apart with rusty taps and a foul odour, while the provided hairdryer didn't function.
"Everything was run-down and dirty," the holidaymaker reported. "This was not the four-star luxury retreat we'd booked. In fact, I'd have been shocked if it had earned even a single star."
Package Deal Decision Backfires
The friends had opted for a Loveholidays package deal after finding that booking flights separately would mean losing nearly two of their four days to awkward travel times. Although normally arranging everything independently, the package offered a four-day stay in a four-star boutique hotel with return flights at a price that beat separate bookings.
"We checked everything—the hotel's website, Instagram, tagged guest videos and reviews all matched the listing," they explained. "The hotel looked stylish and modern online, with swim-up pools, a sleek main pool, and a bar stocked with the usual holiday favourites."
Customer Service Nightmare Unfolds
Upon realizing they couldn't stay at the property, the women immediately contacted Loveholidays' on-holiday help team. Initially reassuring, the representative advised photographing everything as evidence and promised the company would request a refund from the hotel. However, after sending detailed photos and descriptions, communication broke down completely.
"Over the next few hours, we repeatedly called without an answer," they reported. "The longer we waited, the more uncomfortable the atmosphere became." When they eventually reached Loveholidays again from their new accommodation, the response was "shockingly different"—with a rude and dismissive representative scolding them for leaving before the complaint had been processed.
Taking Matters Into Their Own Hands
Faced with unresponsive customer service and increasingly hostile hotel staff, the friends decided to find alternative accommodation themselves. They visited nearby four-star hotels and eventually secured rooms at Cook's Club Kolymbia Rhodes for the remaining three nights—paying for the new hotel themselves to salvage what remained of their holiday.
"Loveholidays wanted us to stay put until the issue had been 'resolved', but we weren't willing to waste another minute there," they explained. "Using the room after complaining would have felt like eating an entire meal and then claiming you didn't like it."
Inadequate Resolution and Compensation
Back in the UK, the holidaymaker submitted a formal complaint to Loveholidays' after-holiday team with photos, call logs, invoices, and correspondence. After weeks of chasing, the company offered a maximum refund of just £62 on their £950 holiday package. They refused to provide a breakdown of hotel versus flight costs, making it impossible to claim for the accommodation alone.
Outraged by the inadequate response, the customer raised a claim through their credit card provider and eventually received £400 back in December—nowhere near enough to compensate for the stress, disruption, and additional costs incurred.
Company Response and Industry Implications
In a statement to the Daily Mail, Loveholidays said: "We're very sorry Ms Oliphant's experience at her hotel in Rhodes fell short of our usual high standards. We're reviewing the hotel listing on our website, and have been in touch with Ms Oliphant to offer our apologies and a full refund of her accommodation costs."
The Daily Mail has also reached out to the Kolymbia Bay Boutique Art Hotel for comment. This case highlights significant concerns about online hotel representations and package holiday providers' responsibility to ensure advertised standards match reality. It serves as a stark warning to British holidaymakers about thoroughly researching accommodations and understanding their consumer rights when bookings go disastrously wrong.
