The summary below (and it is a summary believe it or not!), although formal in places (...sorry for that), may hopefully assist and increase awareness to others...

My girlfriend an I went on a 2 week AI holiday to the Gran Caribe Real Resort & Spa Hotel in May '06, booked through Global Late Deals. 10 days into our stay, i was asked to go down to reception as there was a problem with our room. My initial interpretaton was that someone possibly needed to tinker with the air con or something like that, so after a late breakfast on a Friday, i presented myself at the hotel reception.

At that time i was told that the hotel hadn't received payment from the tour operator for our stay. I tried to explain that i couldn't do anything (even though it wasn't my responsibility) at that time because of the time differences (it worked out to be around 5.30pm on a Friday afternoon) and tht it was going to be Monday at the earliest before i could find out more.

At this time I was advised by the hotel that our digital room keys had been had cancelled and that we were no longer able to gain access to our room. Their manner and attitude to me and my partner was exceptionally rude and abrupt with no acknowledgement or appreciation of our situation. The hotel continued to state that until I had paid for our accommodation no further access to our room would be allowed. It was at this time that I advised the hotel reception that I was an insulin dependant diabetic and that essential required medication was still in our room. Despite my plea, they maintained that no access to the room would be permitted prior to their receipt of full payment.

I took the opportunity to locate our designated tour representative, from a company called Hola Tours. Having explained our situation, the rep telephoned his office. Whilst on the telephone to his office, he was keen to repeatedly stress to us that he did not work for Global. He further advised us that the only way we would be able to resolve the situation would be to contact Global in the UK and raise our concerns with them. He further infuriated me by stating that he would not make calls to Global in the UK as it would prove too expensive, but advised me to do so.

I took the opportunity to call Global's 'Overseas Assistance' telephone number. I eventually spoke with one of the operators who advised me that the computer system was 'down' and that she was unable to access our details. She did however take my mobile phone number and assure me that she would return my call when the computer system was working. *** returned my call approximately 10 minutes later and advised me that she had accessed our information and confirmed that the hotel had not been paid for our stay. She also stated that the accounts department was closed and that no further clarification or resolution could be provided until Monday morning.

With extreme reluctance, it was at this time that I contacted my father in the UK for further assistance and following discussions with him, he took the opportunity to attempt to resolve our situation.

Given the increasing concerns for my health, it was at this time I was given no alternative other than to provide the hotel with a signed blank credit card slip in order to gain access to my room, some 6 hours since being denied access to our room.

As an insulin dependant diabetic, and having eaten a good breakfast, being denied access to essential insulin for this duration could have caused serious damage to my health.

Over the following 3 days, on our behalf, my father repeatidly pestered Global for resolution to our situation.

In supporting our situation, my father was advised by a Global employee that it would be beneficial for me to contact ****, the hotel Operations Manager. I finally managed to meet with ***, the hotel Operations Manager, who advised me that *** had not worked at the hotel for in excess of 12 months!

Whilst in his office, I took the opportunity to discuss our situation and he was adamant that despite the hotel accounts department making a number of requests for payment, the bill for our stay had still not been paid. I explained that whilst in Mexico there was a limited amount that I could do to address the situation and that my girlfriend and I were in no way at fault. I also explained that over the previous couple of days myself and my family had done everything possible to attempt to resolve the ongoing situation by way of contacting Global in the UK. I also requested that he demonstrate to me that the hotel were not at fault for our situation. Having spoken with the hotels accounts manager, the manager advised me that at least two applications for payment had been made by the hotel with no acknowledgement received for either application.

It was at this time that the manager highlighted that the bill for our room had been settled that afternoon and that no further payment was required. This was the only notification and acknowledgement that I received from the hotel that the account had been settled and that our stay in the hotel was no longer at risk. No acknowledgement was provided by Global.

The shambolic manner in which the above series of events were addressed was extremely distressing for myself and especially my girlfriend, serving to completely ruin our annual holiday.

Having returned home and discussed the situation with Global, they are keen to absolve themselves of any responsibility. They repeatidly fail to accept any responsibility for any of the actions or failures that took place.

We've been to Mexico before and loved it, although didn't travel with Global or stop at the Gran Caribe real Resort & Spa.

Based upon experiences to date, I wouldn't recommend that anyone book with Globallatedeals.com or stop at the Gran Caribe Real Resort & Spa.

*Personal names removed - Glynis*