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  • FIRST POST
    • Benny1016
    • By Benny1016 11th Oct 16, 7:19 AM
    • 3Posts
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    Benny1016
    0 WOW
    Thomson holiday complaint help please
    • #1
    • 11th Oct 16, 7:19 AM
    0 WOW
    Thomson holiday complaint help please 11th Oct 16 at 7:19 AM
    Good morning,

    I am recently back from Dom Rep 2 week holiday 2 adults 2 kids, encountered building works/ closures for the full second week whilst there, a letter posted under room door from management advising that Thomson would have made us aware before travel and they didn't. I sent an email as soon as returned to the uk which stated the following:

    2 week holiday, resort package gives use of all 3 resorts amenities, palace bavaro and punta Cana, perfect for us as a shallow waterpark in palace section, my 12 year old doesn't swim. A note posted under our door stating that first choice would have made us aware before travel of pool closure restaraunt closures etc. No notification was given, not even a chance to change hotel etc. Waterpark pool closed, completely emptied actually, 1 of the buffet restaurants was closed, also the beach bar and food facilities nearest to us closed down, not just closed down it was dismantled to a concrete slab, again no notification apart from the not under door the night before from the hotel advising of the closures and stating that first choice/Thomson made their customers aware, you didn't. I did not pay nearly 6000 for a holiday not to have full use of the facilities I paid for. As stated waterpark pool a bonus for us as my one daughter does not swim. Also don't appreciate lying on the beach listening to banging and drilling etc, again prior notice from yourselves possibly would have given us an option to switch accommodation. Not the fault of hotel staff, this is a holiday sold to us by yourselves. I am looking to be fairly compensated for the disruption to my families holiday and would appreciate correspondence as to why we were not informed. Photographs video footage and a copy of the letter posted under my door available on request.

    After 4 weeks I received this response yesterday:

    Thank you for contacting us regarding your recent holiday to Punta Cana. [/table][table][/table][table]As part of a specialised team, fully trained to investigate and respond to any correspondence addressed to our Board of Directors, I have been asked to review your case today.[/table][table][/table][table]I have now taken the time to read through your email and note all the points you have raised. I can fully appreciate how distressing it must have been to find that building work was taking place near to the Grand Palladium Bavaro. I would like to reassure you that we do take customer feedback very seriously and do our utmost to rectify and prevent any further problems for future customers. We will therefore make your comments known to the relevant members of staff both here and overseas.[/table][table][/table][table]As we say in our brochures, while we have no direct control over building development in overseas resorts, we certainly do our very best to keep customers updated with any information we get about local projects. However, things can often change very quickly and it can be difficult to predict how troublesome any particular construction work is going to be. [/table][table][/table][table]I do assure you that we would never withhold any information from our customers. We see it as our job to do everything possible to provide you with an enjoyable, trouble-free holiday. However, no matter how many precautionary measures we take, there will always be some eventualities that are beyond our immediate control. Therefore, I am sorry we are unable to agree to compensation.[/table][table][/table][table]Thank you once again for writing to us, as feedback from our customers’ is invaluable to future planning and monitoring existing holidays.[/table][table]

    To say I am unhappy is an understatement, week 2 disputed of my holiday and they don't want to know. The highlight of our holiday was the waterpark pool, which was closed for the full second week. We weren't made aware of any of the works going on. Just wondering if anyone can help me.

    I have spent no less than 40,000 on holidays with this company over the last 20 years, including my wedding overseas I am not willing to take this reply without a fight (if I have one). Thanks
Page 1
    • Benny1016
    • By Benny1016 11th Oct 16, 7:46 AM
    • 3 Posts
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    Benny1016
    • #2
    • 11th Oct 16, 7:46 AM
    • #2
    • 11th Oct 16, 7:46 AM
    I forgot to add the reply which I sent back which reads the following:

    Good morning,

    Thankyou for your reply however I do not see this as a sufficient resolve. Please note that building works were not taking place NEAR my hotel, building works were actually taking place on facilities that I had paid for that were then inaccessible.

    I shall be taking this further, under no circumstances do I accept this response as a resolve.

    Thankyou
    • Westin
    • By Westin 11th Oct 16, 10:42 AM
    • 923 Posts
    • 630 Thanks
    Westin
    • #3
    • 11th Oct 16, 10:42 AM
    • #3
    • 11th Oct 16, 10:42 AM
    If still corresponding with Thomson one of the questions I would now ask is when they were notified by the hotelier of the building work and closure of facilities.

    It is of course very easy for a hotelier to say that they informed the tour operator. The hotel may have done so, or may have done so the day before the note was pushed under your door. Knowing when notification was received and acted upon might be useful to determine what and when Thomson should have acted.

    IF Thomson had received notice in good time before your holiday departure then they would of had an obligation to inform you before you flew. If the work was "significant" then they should have also given you options to change or amend your plans. The fact that they did not and the disruption was as bad as you report then I think you would be well positioned now for some compensation....but

    With regard to financial compensation I would think about what might be reasonable recompense and put that to Thomson. To measure expectations this will not be a full refund or another holiday but more likely £30-£50 per major amenity that is withdrawn. If alternative restaurants and bars are available I would not consider that something they are likely to compensate for but the loss of the water park may well be.

    Good luck.
    • Benny1016
    • By Benny1016 11th Oct 16, 5:31 PM
    • 3 Posts
    • 0 Thanks
    Benny1016
    • #4
    • 11th Oct 16, 5:31 PM
    • #4
    • 11th Oct 16, 5:31 PM
    Hi,

    Thankyou for reply. I've taken everything on board what you have said here. I'm not looking for a free holiday nor a full refund, it's just the waterpark pool was a huge selling point for us and our family as my one daughter doesn't swim. I think you are right in saying what you have however some people on the complex were aware of the closures but we weren't.

    I have never complained or done anything like this before, I just feel that what was sold to us wasn't fully available.

    Is it worth asking them when the hotel made them aware of the works if at all or will they say that they didn't know anyway?
    • Westin
    • By Westin 11th Oct 16, 6:52 PM
    • 923 Posts
    • 630 Thanks
    Westin
    • #5
    • 11th Oct 16, 6:52 PM
    • #5
    • 11th Oct 16, 6:52 PM
    Hi,

    Thankyou for reply. I've taken everything on board what you have said here. I'm not looking for a free holiday nor a full refund, it's just the waterpark pool was a huge selling point for us and our family as my one daughter doesn't swim. I think you are right in saying what you have however some people on the complex were aware of the closures but we weren't.

    I have never complained or done anything like this before, I just feel that what was sold to us wasn't fully available.

    Is it worth asking them when the hotel made them aware of the works if at all or will they say that they didn't know anyway?
    Originally posted by Benny1016
    I would certainly ask them the question. Also add that others in the complex had been made aware (assuming they were also Thomson customers).

    (Just double check first that no email from Thomson got caught in your spam filters, or if you booked via a travel agent that the travel agent is not the one that did not pass on the information.)

    It potentially will highlight that somewhere along the way that there was potentially a breakdown in the process and you as their customer was impacted because of their failing.

    If then viewed that they made a process mistake and should have contacted you in advance, this I think is likely to trigger the compensation payment.

    You might also like to drop in that it could be considered that the are in breach of the ABTA Code of Conduct, section 3I and section 3E.

    Take a look here
    https://c0e31a7ad92e875f8eaa-5facf23e658215b1771a91c2df41e9fe.ssl.cf3.rackcdn.c om/general/ABTA_Code_of_Conduct_September_2016.pdf

    I would not take a threatening stand but rather a firm position on not being notified in advance of the building work and loss of one or more key facilities. Think about what compensation you might be happy with (again be reasonable) and put that to them.

    If they still play up you could in the next letter suggest that you would like the matter to go to ABTA arbitration as you feel that they have breached the associations code of conduct. Thomson have to pay if a case is referred to ABTA (so they might just want to settle with you to avoid that) - they can also be fined by ABTA if found in breach of the code of conduct.
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