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Where do you stand when your holiday hotel is shockingly different in real life to the glossy snaps on the travel agent’s website? Customers of one of the biggest names in travel were taken aback by its response to their complaints – so the team reveals how you can be sure before you book. Plus, the holiday activities our travel insurance doesn’t cover: the team meets couples who only learned their excursion of choice wasn’t covered when it was too late – and they were left facing eye-watering medical bills. And travel expert Simon Calder answers more viewer questions in the Advice Clinic.