Urgent advise needed. Monday 25th Jan. 16.30

They'll surely have records still on their computer of her ' cancellation' ? She should ask to see these . Oh dear , poor girl , how awful . I hope they realise their mistake and offer her alternative accommodation .

Can she remember her email password? There must be some way she can get online and look for that email confirmation and print it out to show them.

Does she have any other paperwork? Receipt for the money she has paid? A phone call to her bank may get confirmation that money has indeed been paid out to this firm.

She should park herself (and the children!) in their office and insist on them checking their records with a fine toothcomb.

Go to the top demand to speak to the CEO of the company. Oh dear I hope they get sorted out soon.

She must demand to see evidence of the so-called cancellation. And, as Elegran says, stage a sit-in in their office with the children until they have found this. If they are unable to find any proof of the cancellation, then she should refuse to move until they've provided her with accommodation.
I really hope she gets a resolution on this very quickly.

Didn't she take a printout of her booking with her? Did they email "how to get here" details to her? Surely she must have that with her.

Poor girl, that's awful.
I'd do as Elegran says, demand proof of the cancellation and to whom was the refunded money paid.
Fingers crossed it gets speedily resolved.

I know she will have shown them the e mail confirmation on her phone. I told her to ask for proof of her cancelling this holiday, which they will not have. They told her they have nothing available for her to stay in. This is the third time she has been to this site. She goes for her birthday every year. I know the reception was on the phone to head office. Her priority will be getting her children sorted. They will be disappointed if their holiday is cancelled.

They'll have to pay for a hotel for her while they sort it out, it sounds like their mistake.

Hope she is OK, and it is late in the day now.

Hope this has been sorted out now and your family have got somewhere to stay.

I was thinking about your family as soon as I woke this morning - what happened ? Alternative accommodation or just sent home ? How awful for her - those holidays aren't cheap . My daughter's just back from one , she loved it but was shocked at how much it all cost .

Great news. Some people seem to miss the point, no point showing her booking confirmation if the say she cancelled. But they need to show the cancellation.

Flattering for GN to be "first port of call", but in a similar situation, I think I would have been recommending more direct action to a daughter, even if she couldn't deal with this herself.

is 'well known' tour operator a member of ABTA or AITO or other trade body?

Can she prove payment? Follow the money trail. She needs her money back and compensation. I suggest Martin Lewis (moneysavingexpert).

Also keep records receipts for extra petrol, meals, booking somewhere else. Did she take out holiday insurance?

Hope she manages to rescue her holiday.

Also contact a newspaper; there's nothing these companies hate more than bad publicity.

Or twitter or Facebook!

Brilliant suggestion Chris 1603, Tegan and Bananagran3. Facebook is a dam good way of spreading their reputation.

Any more news Howjado? Hope your DD got it sorted.

Yes, ajenela. You are of course quite right about the non existent cancellation being the important bit. (I take it I was the "some people you referred to)

Was it Hoseasons? Howjado? (They do boating holidays as well)

Jingle bells it was you and Elegan talked of looking for her confirmation of booking.

It is a bit like an examination question, read the question carefully and no marks for irrelevant Points. But luckily we can get lots of support from the all the forums.

Pardon?

I was agreeing that it's the cancellation that needs to be proved. By the holiday company. Not just the booking.

I haven't a clue what your last sentence is about.

Ajanela - stop it ! Everyone got in a flap trying to think of ways to help this poor girl . The important bit of the story is missing - what happened to her ?

Will anybody ever know?

Strange predicament which should have been resolved on the spot

If you book online through 3rd party, always ring accommodation to check. Last half term DH & I went to Lake district to hotel booked through Amazon Local. We took email confirmation from Amazon which also took money. On arrival we found hotel had no record of us and was fully booked. After several phone calls we got an apology & a refund but hotel was still full. Both sides blamed the computer! The hotel manager did ring a B & B three miles away and they had 1 room left, so we did get our mini break, but with a family in tow at half term it could have been a disaster