Booked Estival Park Hotel with lowcostholidays.com on a half-board basis. Tried to e-mail lowcostholidays.com with some questions regarding the booking (details of hotel amenities) but were told to contact the hotel directly (I've been give a phone number and an e-mail address). The hotel has replied a couple of day later clarifying that almost all hotel facilities (tennis courts, indoor swimming pools) are not included in our package (nothing has been mentioned about this on lowcostholidays.com website). Moreover, the hotel reply was in a fairly poor English so I had to e-mail them again asking for further clarification. I would like lowcostholidays to deal with my questions as they were the ones that I've paid for my holidays (I have not booked it through the hotel directly). Lack of precise information on the website concerning details of holiday package is pretty frustrating. I have tried to raise an official complaint as I believe I've been mislead while booking my hotel stay. The lowcostholidays.com staff have admited that there was no adequate info on the website on what's included in the hotel package that I've bought ( staff from Reputation Management Team). They have offered me to waive admin charge of 35 EUR but I would have to still cover the difference between the package that I just bought and the package I was made to think I'm buying. Here's a news flash for you – there is no internal complaint procedure for pre-departure cases. I just been told that this is the final decision and that's it. The company is based in Spain and you can't complain to any reputable UK's institutions that could help you (e.g. ABTA or ATOL). I have asked to a name or relevant Spanish institution that can complain to only to receive a meaningless link to some sort of company register document. I have asked again for the name of a government body that monitor those so called “travel agents” in Spain but the customer relation department is not answering any more. The lever of customer service by lowcostholidays.com staff is terribly low. I should have read more review on this company before I made my booking with them (noticed that most of reviews on TrustPilot are pretty negative).My advise - book with a reputable holiday agent with transparent complaint rules.