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Family spends £1,000 on holiday ‘to wrong Newport’

Family spent £1,000 on holiday in the wrong Newport

They had actually booked a guest house 130 miles away… (Image: Louise Turner/SWNS)

A geographical mix-up has cost a family £1,000.

Louise Turner, 37, thought she’d booked a cozy guest room in the quaint town of Newport on the Isle of Wight for her family’s holiday.

But she had actually paid for accommodation in the South Wales town of Newport.

Louise and her family entered the postcode of their destination after a day of adventures on the Isle of Wight but were shocked to discover the guest house was 130 miles away.

“I totally freaked out,” Louise said.

“We called Booking.com who admitted they had made a mistake in their listing by putting it in the wrong area of ​​Newport but they were unwilling to help us find new accommodation.

“It was late in the day, it was in the middle of the high season, we were just looking for a place to stay.

**Sent under embargo to no use before 2pm BST 30th May 2022. Louise Turner and her son on holiday in Newport - Isle of Wight. NB: Children's names are withheld by the family. See SWNS story SWSYnewport. A family had to shell out £1,000 after showing up for a holiday in Newport on the Isle of Wight - only to find they had actually booked a stay in Newport, South Wales. Louise Turner, 37, spent £1,000 on a guest house she claims is listed for the island, but she and her family were dismayed to find it was 130 miles away. It meant Louise and her husband Jose Pacheco, 46, have been forced to come up with £1,000 for accommodation - and are now looking for a refund. The mum-of-two says the mistake was made because the Welsh town was listed incorrectly online - under the Isle of Wight heading.

Louise says she “freaked out” when she noticed the mistake (Image: Louise Turner/SWNS)

**Sent under embargo, no use before 2pm BST 30th May 2022. Louise Turner's family on holiday in Newport - Isle of Wight. See SWNS story SWSYnewport. A family had to shell out £1,000 after showing up for a holiday in Newport on the Isle of Wight - only to find they had actually booked a stay in Newport, South Wales. Louise Turner, 37, spent £1,000 on a guest house she claims is listed for the island, but she and her family were dismayed to find it was 130 miles away. It meant Louise and her husband Jose Pacheco, 46, have been forced to come up with £1,000 for accommodation - and are now looking for a refund. The mum-of-two says the mistake was made because the Welsh town was listed incorrectly online - under the Isle of Wight heading.

The Turner family’s holiday cost £1,000 more than expected (Image: Louise Turner/SWNS)

“But we were on a tight budget and Booking.com kept saying they would refund us but they didn’t.

“We ended up borrowing money from my dad to stay at this horrible hotel who charged us £1,000 for six nights.”

The hotel they ended up in was “disgustingly dirty,” she claimed, with rusty cutlery, cobwebs behind the couch and a horrible smell.

The mix-up was caused because the guest house in Newport, South Wales was listed on the Isle of Wight section of the Booking.com website.

**Sent under embargo, no use before 2pm BST 30th May 2022. Louise Turner's family on holiday in Newport - Isle of Wight. NB: Children's names are withheld by the family. See SWNS story SWSYnewport. A family had to shell out £1,000 after showing up for a holiday in Newport on the Isle of Wight - only to find they had actually booked a stay in Newport, South Wales. Louise Turner, 37, spent £1,000 on a guest house she claims is listed for the island, but she and her family were dismayed to find it was 130 miles away. It meant Louise and her husband Jose Pacheco, 46, have been forced to come up with £1,000 for accommodation - and are now looking for a refund. The mum-of-two says the mistake was made because the Welsh town was listed incorrectly online - under the Isle of Wight heading.

The family had explored the island before heading to the guest house (Picture: Louise Turner/SWNS)

The family are now hoping for a refund for their stay, which took place last summer.

Louise, who lives in Norfolk with husband Jose and their two children, said while the family had a “lovely holiday” the extra £1,000 spent was a “huge rigmarole”.

The family had spent a week in a cottage and were planning a second week in a guest house as a change of scenery.

They had spent the day exploring, changing their accommodation in between.

It wasn’t until around 4 p.m., when Louise entered the guest house’s zip code into the navigation device, that they noticed the error.

She added: “This is money we don’t have and Booking.com is not giving us our money back.

‘You don’t even answer me now. It is so unfair.

**Ships under embargo to no use before 2pm BST 30th May 2022. Jose Pacheco and his son on holiday in Newport - Isle of Wight. NB: Children's names are withheld by the family. See SWNS story SWSYnewport. A family had to shell out £1,000 after showing up for a holiday in Newport on the Isle of Wight - only to find they had actually booked a stay in Newport in South Wales. Louise Turner, 37, spent £1,000 on a guest house she claims is listed for the island, but she and her family were dismayed to find it was 130 miles away. It meant Louise and her husband Jose Pacheco, 46, have been forced to come up with £1,000 for accommodation - and are now looking for a refund. The mum-of-two says the mistake was made because the Welsh town was listed incorrectly online - under the Isle of Wight heading.

Louise says the ‘lovely family holiday’ was marred by the financial setback (Image: Louise Turner/SWNS)

**Sent under embargo, no use before 2pm BST 30th May 2022. Louise Turner's family on holiday in Newport - Isle of Wight. NB: Children's names are withheld by the family. See SWNS story SWSYnewport. A family had to shell out £1,000 after showing up for a holiday in Newport on the Isle of Wight - only to find they had actually booked a stay in Newport, South Wales. Louise Turner, 37, spent £1,000 on a guest house she claims is listed for the island, but she and her family were dismayed to find it was 130 miles away. It meant Louise and her husband Jose Pacheco, 46, have been forced to come up with £1,000 for accommodation - and are now looking for a refund. The mum-of-two says the mistake was made because the Welsh town was listed incorrectly online - under the Isle of Wight heading.

The family are in talks with Booking.com about a possible refund (Credits: Louise Turner/SWNS)

“We only borrowed the money from my dad thinking we would get a refund from Booking.com but they never did anything.

“We have not received a refund from either Booking.com or the guest house.

“They both just got more and more rude and then just broke off all contact.”

Booking.com has apologized for the mix-up but said it would “urge all customers to thoroughly check all details before confirming a reservation”.

The website has been changed to ensure that the guest house in Newport, South Wales does not appear in searches for Newport on the Isle of Wight.

A Booking.com spokesman said: “Our overriding goal at Booking.com is always to provide our customers with a smooth and enjoyable travel experience.

“We reviewed the reservation in question and verified that all address details in the original listing were correct, including all information sent in the customer’s confirmation email that confirmed the property details and location via a map.

“While we are sorry to hear of the customer’s disappointment, we urge all customers to thoroughly review all details before confirming any reservation.”

Get in touch with our news team by emailing us at webnews@metro.co.uk.

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https://metro.co.uk/2022/05/30/family-forks-out-1000-for-holiday-to-wrong-newport-16735503/ Family spends £1,000 on holiday 'to wrong Newport'

Justin Scacco

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