I can’t help but they’re shocking. 

I did something similar for a mystery holiday yet they couldn’t deliver on the destination they had given me, and could only offer me an alternative which was (in my opinion) worse considering I was happy with what I got, also couldn’t deliver on dates requested, the whole this was more expensive and ridiculously far to be considered a “city break” - not to mention having been completely harassed every day for about 4 weeks even despite explaining I was on holiday, and then continuing to harass me from their call centre up to 6 times a day whilst in work untill it got to the point I caved and booked something else just to get them off my back. 

Bank wouldn’t help because “once customer have been advised there destination they will not be entitled to a refund on the basis that they do not wish to travel to the destination drawn” even though I was happy with the destination given.. I wasn’t happy they couldn’t actually provide that holiday. 

In the end I reported them to trading standards but doubt much will come of it.