I’d booked a lovely ski holiday for new year. Last week Crystal rang to say they’d overbooked and the hotel wasn’t available. They did offer an alternative, but it didn’t have half the features of the original. The most important is the supervised kids club and play room because I’m travelling alone with my child. It was half board with an early kids meal option. Ski in location with a pool and spa. I called to complain and have spent hours on the phone to them and ages looking at their website for different options. It is peak week so there’s nothing. It is so stressful. They offered a few options. The only one of those that was suitable is now gone. What I’ve ended up with is a B&B hotel, swimming available free in the municipal 10 minutes away. No kids club. No childcare. I’m gutted. I’ve had a terrible year (bereavement, divorce and cancer) and was really looking forward to this break. I could cancel and get my money back but then we won’t get to ski at all and we were both excited about it. I will never, never book with Crystal ever again. How can they do this?