Our email sent to the company complaining:
To Whom it May Concern,
I am writing to you regarding the below booking and trip I recently went on from the 22nd to the 27th June. We had numerous problems whilst on this trip and in the end felt that we had to leave the trip completely.
Firstly, we arrived on time and were on the coach at Huddersfield by 7.10am on the Saturday morning. However as the day progressed it was clear that it would take the rest of the day before we would even reach Scotland (taking us over 4h30 to drive past Lancaster - I myself frequently make this trip in 1h30). We had to stop for unreasonably long amounts of time all the way up to Scotland, eventually changing coach at an independent service station which although nice was ridiculously busy due to the number of Highland Heritage coaches currently there meaning there was no seats and passengers ended up having to stand around for an hour. When we eventually reached the hotel we had been on the coach for nearly 12 hours.
When we finally arrived at the hotel and went to our room, it became clear that the walls were extremely thin. We were able to hear people walking down the corridor outside our room - the floor was extremely creaky. We could also hear our neighbours conversations, when they opened and closed a drawers, the TV and even (which was most unacceptable) people going to the toilet.
After dinner at the hotel we just wanted to get some sleep and recover from the horrendously long coach journey that day. However it seemed we weren't going to get this opportunity. We were on the second floor and yet we could hear the entertainment down in the bar which was extremely loud, until 11.45pm when it finished. We then had a parade of other guests walking past our door chatting, whistling and singing - we could hear it all due to the thin walls. Furthermore the people directly above us seemed to be walking around their room half the night until about 2am and as the floor was extremely creaky it became impossible to get any sleep until they stopped. Finally after 2am we were able to finally get some sleep however again at 6am we were awoken by the same guests above us moving around. Therefore on less than four hours sleep and 12 hours on a coach, we were exhausted.
On the coach journey up to Scotland the day before, we had been told not to get off the ferry when we went to Mull on the Sunday. We had been led to believe that we would be spending some time on the isle of Mull from your own website. You say: "The trip to Oban takes us through the Pass of Brander and by the Falls of Lora to Oban, here we catch the 12 noon boat to Mull and return to Oban at 2.00 pm." Now, this implies that we would be on the Isle of Mull for some time however it became clear on the trip that we wouldn't be visiting Mull at all, we would be looking out of a window at Mull on a transport ferry which just seemed to be a complete waste of time. You cannot claim that we visit Mull when all we do is look at it through a window. This was the main trip we were looking forwards to was Mull, but we never even got to experience the island. Furthermore, we arrived in Oban at 10.30am - we had to be at the ferry port at 11.30am however walking around Oban it became clear that nothing was open until midday due to it being a Sunday and so all we could do was sit and wait for the ferry to turn up in a massively overcrowded ferry port again. After an extremely boring ferry journey in the pouring rain, we had two hours to spend in Oban.
After it became clear to us that the only island we were even going to visit was Bute however we had to pay extra for this and were only informed that we could only pay for this trip by cash on the coach home - therefore anyone who hadn't realised this wouldn't be able to go and would be left back at the hotel with nothing to do for the rest of the day. While we were going to visit Loch Lomond, again this was the only loch we were truly going to visit - driving past numerous lochs does not mean we visited them. As this is the case, I feel that calling this trip Lochs and Islands is completely misleading as in reality (if you don't pay the extra money for the optional trip - which you don't really have a choice but to go on because there isn't anything else to do around the hotel) you only visit one island and one loch. Even another guest who we talked to that evening commented that the ferry journey was extremely boring and they said that they would never go on another coach journey after this experience as they also felt that the online information about the trip had been misguiding.
After realising just how unvaried and false this trip had turned out to be, and after another sleepless night due to similar noises as those stated on Saturday night we felt that we had no choice but to leave in order to just get some sleep! We therefore walked up to the train station in Dalmally on Monday morning and left. We did not expect to be subjected to such a disgraceful coach journey, paired with complete mis-information about what exactly was involved with this trip and finally the horrible environment which made it impossible to sleep. We have not yet left reviews online as we would like to first hear your response to our comments. We used up our holiday periods at work, and quite frankly that seems like a complete waste, never mind the complete waste of money. We could not even manage to get to half way through this horrible experience because we were just too exhausted and therefore felt that we had to leave.
We look forwards to hearing your response.
Highlands Heritages response:
Dear Miss Logush
I note your email with the greatest concern.
So that this matter can be resolved immediately, will you kindly forward what you require as a satisfactory response.
Customer Services Manager
Our response :
Dear Mrs Colman,
We (me and my sister) are requesting a full refund as our holiday was completely spoilt. We also incurred extra expense due to us having to change our holiday plans and therefore feel this is more than fair.
Highland Heritage Response :
Dear Miss Logush
Please be advised that we are dealing positively with your correspondence.
Our Response :
Dear Mrs Colman,
Can you please clarify what 'dealing positively with your correspondence' means?
Highland Heritage Response :
Your reply is in the post and you should receive it tomorrow.
Highland Heritage Ltd
The letter received from Highland Heritage on Saturday:
I am in receipt of your emails.
I have fully investigated the details of all your various statements and interpretation of the company brochure.
I have further interviewed the hotel manager and staff and looked at your initial booking. I have also consulted my legal team and the hotels cctv records.
You let the hotel after two nights, without explanation or complaint other then it ‘was not for us’. At no time was a complaint registered with the hotel manager as is required by the 1992 distance selling directive and by the companys terms and conditions, which are all clearly laid out in the highland heritage website and also on the documentation sent out to you.
In your email, you clearly set out that you will make online reviews in social media which would be highly damaging to this company unless you receive a satisfactory ‘’response’’. To this end I emailed you to establish what you meant by a ‘’satisfactory response’’. You duly replied that a ‘’full refund and expenses’’ ‘’is more than fair’’.
I have, therefore established beyond a scintillia of doubt that that you will publish false information detrimental to this company unless you receive considerable funds. This is called blackmail or extortion or ‘’attempt to defraud’’.
This is a very serious matter for which you could very easily be arrested and appear at a Scottish court of law or be subject to a civil action by this company for damages.
So that you understand what a serious position you have placed yourself in, I have established that you are acting in consort with another party with whom I am in contact and who lives 2.8 miles from you. This establishes that you are acting together with this party and this then becomes a ‘’conspiracy to defraud’’.
With all this information and proof concerning you and your fellow conspirator, I can make a simple complaint to the local police and you will be arrested or I can take a civil action against you.
You may be assured that if I ever hear from you again, I will take the greatest pleasure in exposing both of you as dishonest fraudsters in a Scottish court of law.
Highland Heritage LTD
We are totally shocked by this letter and have no idea what he is talking about. We don't know who the person who he says lives 2.8 miles from us. I don't know why we are trying to defraud him by asking for a refund. His quotes aren't even proper quotes from the emails, he is just making everything up