REF TT594631 Called today after seeing a deal on the website for Hotel Silva B&B and flights for £349pp. With airport transfer this came to £835 in total, however the agent Wayne tried to tell me he had a better hotel for the same price. However on looking at the suggested hotel the distance from Rome was too far and the reviews were shabby so I decided to stick to hotel Silva, everything seemed to be fine until I then received and Email demanding a further £117.70 as there was an outstanding balance and until this was paid no confirmations would be sent. This caused a great deal of confusion and finally after 3 hours of calls and people talking nonsense in essence telling lies to cover the mistake I had confirmation given from Dominic a supervisor and then Edwin a further supervisor AND a text stating that the booking was indeed £835 and that the bill for £117.70 was sent by mistake and was a technical error, these confirmations were given over a recorded call I was told, so to be safe I also recorded this call. I was then told to delete all Emails Id already received so I had a look However what I have received is all wrong, wrong hotel, wrong dates, wrong amounts and I've been told by supervisor Dominic to delete them!! LOL No I think I will keep them for sending to ATOL and other eventualities :) should evidence of up to no good by them be required and as Ive been advised to do so by people in the know!! However as this WAS supposed to be a surprise for a birthday a surprise I may add that has now been totally ruined and that Id been on the phone for 3 hours I demanded some form of compensation, this was when the laughs really began. First they couldn't do anything, then maybe do something, I was then offered an upgrade of my room bearing in mind its ROME of a sea view??? A sea view in Rome???? Now apparently im to trust them that everything will be fine and work out okay, from a travel agent who offers upgrades of sea views in Rome??? That im sorry to say is a bit like taking reassurance your not going to be eaten by a hungry cannibal who hasn't eaten for 6 months!!! THEN I was told it was all my fault this had happened???? cant see why when it was Wayne the agent who said he had a better hotel when in fact it wasn't and I wanted the original hotel Id called up about!! My fault??? Anyway after speaking to 5 supervisors who couldn't do anything i was given a further number to call 02077411305, apparently this is the customer relations number a number that I was to wait half an hour to call, so I did and low and behold its a number that doesn't connect to anywhere or anyone, yet they expect me to trust them with this booking and are point blank refusing a refund!!!! SHOCKING