Mick H

We booked and paid for a Feb half term family ski holiday package with Heidi (flights, transfers and accommodation), specifically choosing and paying for a two-bedroom suite so our children could each have their own proper bed and remain close to us as a family.

Shortly before travel, Heidi informed us that due to an internal accommodation error they could not provide what was booked. Despite extensive engagement no workable alternative was ever found and the holiday was ultimately cancelled at very late notice.

This was not a minor preference issue. One of our children has additional needs and requires their own bed and to be close to parents in order to sleep and remain settled, which was clearly explained throughout. The alternative arrangements offered (sofa beds or splitting the family across rooms) were simply not viable for us. Heidi accepted this, but still could not provide a solution.

While a full refund was eventually provided (after escalation via our card provider), Heidi has refused to offer any meaningful compensation, despite:
the cancellation being caused by their own internal error (not events beyond their control), the very late timing meaning it was impossible to rebook anything comparable without paying 1000s+++ more for a clear downgrade, and the significant impact on our family — the trip had been planned around our son’s birthday.

Throughout the process, we acted reasonably, provided evidence of increased replacement costs, and gave Heidi multiple opportunities to resolve this amicably. Their final position was that they had “no obligation” beyond refund.

Given Heidi’s marketing around trust, service quality, and being a recommended provider by 'Which', this handling was deeply disappointing.

I would strongly urge anyone considering booking to think carefully about how problems are handled when things go wrong and double check the booking really exists.
Based on our experience I can not recommend them.

UPDATED based on HEIDI response

Absolute lies, they did not find like for like alternative unless you consider a 2 bedroom suite to be the same as a 1 bedroom suite.
I did not escalate to my card provider, I followed their advice and let them know about my CANCELLED holiday in case HEIDI did not refund, at which point HEIDI washed their hands and said no compsensation and no alternatives.
Absolute disgrace and no empathy, leaving my family with no holiday at last minute and no way to book something similar due to the timing. Marcus and Alexander Blunt (founders) should have explained to my children why their holiday was taken away! 'Which Recommended' indeed?!

Quality waterslide decals, very happy with results

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Super little site to win great MTB gear. Much to my surprise I won a Hope R8+ light worth £280. Delivered in a few days.
Tickets are cheap so give it a try :)

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