Visitiom Arvostelua 2

We have just returned from a break in the IOM booked through this company which I had confused with the Govmt owned visitiom.com.The ferry and hotel were great but we arrived at the hotel to be informed the booking had not been paid for by the agent even though we had paid in full at the time of the booking for ferry and hotel.We spent an embarrasing 20 mins or so in reception before they secured payment from visitiom.co.uk.I took this up with Jason but no form of apology/gesture was forthcoming only blaming the hotel !!!

In September 2020, I booked a holiday for early May 2021 to the Isle of Man and they very quickly took full payment of £618.18.
In February they wrote indicating that the holiday was unlikely to go ahead so I requested a full refund.
Their response was that they would only refund £532 as, under their Terms and Conditions, they were entitled to retain £86.18 in non-refundable service fees which presumably are charged at 13.94% (or maybe they just make up a figure and hope to get away with it)
Their Terms and Conditions only say “"The price you pay for your travel arrangements is likely to include a booking/ transaction fee made by Visit IOM. This is our fee for making and administering your booking, and is non-refundable.” At no stage prior to this had they ever shown this fee in any booking confirmation.
Fortunately, I had paid via credit card so I got a full refund from the card issuers but not before visitiom had tried to delay matters in April by saying that It was too early for me to be claiming as the holiday was still some weeks away, despite the fact that, in early March, the ferry company had sent me a text to say both the outward and return ferry on the relevant dates had been cancelled.