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Is this HolidayHotesl.com or British customer service? Long story

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Made a hotel reservation through HolidyaHotels.com (also Hotels4u.com, MedHotels.com, maybe some other names). Great price, part of Thomas Cook, no negative mentioning anywhere. A small problem: I made a reservation for my friends, the Website had 'Contact' window, where I put myself, and 'Cardholder name', where I also put my name. The voucher comes promptly in my name, I ask to change in my friend's name - charge 15 GBP. A long discussion begins with them saying that according to the contract a name change is chargeable and me making a point that according to the same contract the 'lead party', which is the 'Contact', is responsible for the payment and therefore has to be the cardholder, besides everything esle.
To make the story short, I got tired of typing and agreed to the charge (to which btw I had to give my special permission because the new lead party is responsible for all charges). However, my complaint is not about the charge. What really shocked me was the manner I was treated by their representatives. They reply, but they completely ignore your arguments - simply repeat the same things over and over, what you are saying is simply irrelevant.
This is the first time I dealt with a British travel agency, and I am far from pretending that US travel industry is nothing but angels, but the tone was like you are dealing with robots, not real people - and I communicated with more than one person.
I'm real curious: is this a specific agency or this is more common in Britain? Because so far my experience in other countries was much more positive, I would be concerned to venture in UK again.
Thank you fo reading to the end :-)

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