*********** agent

We booked with Caroline and advised we wanted to stay 5 nights. She provided a fee options, advised of the package deal and we confirmed the booking based on 5 nights stay. We did not ask for a cheap option nor did we choose the cheapest option. Our decision was based on dates.

Upon arrival in Dubai we realised our shuttle was not there and Caroline had mistakenly booked it for the day before, we had to organise our own transport to the hotel. We then looked at itinerary to check that our dates were correct to find that she had booked us in our hotel a day before our arrival. When we asked why she did that she says she chose to book us in early so we could have an early check in amd breakfast. Now why would I fly 8 hours and forfeit and pay for a hotel room I never stayed in. We never requested an early check in or breakfast. By the time we got to the hotel it was close to 11 and check in is at 2. We would have had lunch anywhere while waiting for check-in. I don't know which hotel would not check you I'm early anyway after an 8 hour flight, she did not need to waste our paid day for that. She didn't ask us. We never gave consent for her to do that.

We had activities booked and paid in advance for Saturday thinking we were leaving Sunday based on 5 nights after our arrival date.

We want a refund for the night we never had and could never utilse and our trasfer that was booke dfor the incorrect date. She should have booked us on an early flight on the 1st however that was never offered to us.

Her service from the beginning was so unprofessional. I had to follow up with her on numerous occasions for the quote and payment like because she was taking so long to respond. We travel alot and we have used Flight Centre and many other travel agencies before and this has never happened (paying for a night) for early check-in and breakfast. She has not been willing to take accountability and responsibility for her mess up and she ****** us of a day of our anniversary. She really soured the occasion.