"No room for you" say Neilson

morrisiaid

What can I do?

I booked in advance for a summer family holiday . My booking was confirmed. I have paid in full. I have negotiated my time off from work. I have arranged summer holiday childcare around these two weeks off.

Neilson tell me my accomodation doesn't exist!

Anyone got some helpful ideas?

dmg24

What do you mean by the accom does not exist?

What options have they offered you?

morrisiaid

They appear to have sold me a family suite room which they don't have. Too many rooms of this type were on their booking system.
They can only now offer me two separate twin rooms which won't accomodate 5 without a camp bed being used. I have 3 children 5, 8, 10.
My husband says I should insist on getting what I booked and nothing less. I feel I have to be more realistic even though I am devestated.

dmg24

If the type of room you want is not available, you can insist all you want, but they cannot magic it from nowhere!

If the other option is not satisfactory to you, what do you want them to do? If you know this, you can negotiate with them to find a suitable solution.

marcowil

Ask them to find you suitable room(s) in the same area, and if possible, try and find something yourself online that you can show them

cubegame

If you paid on credit card, you may be able to get your card issuer to help. They have an obligation to provide a similar product regardless of cost.

Counting_Pennies_2

I would request the company go back to other families to see, with a little financial incentive, if they would be prepared to move instead.

I had a similar thing with a tour operator, Mark Warner, they waited until we got out there to say they were changing the whole package. I was livid. Spent the day in the managers office until I got what we had paid for.

Keep on at them.

If this doesn't work I suggest you look at their brochure and find an alternative location through them and insist the difference in cost is not incurred by yourself.

hth

Counting_Pennies_2

Neilson is a trading name of Thomas Cook Tour Operations Ltd, a member of the Thomas Cook Group. : Our registered office is Thomas Cook Tour Operations Limited, The Thomas Cook Business Park, Peterborough PE3 8SB. Registered in England no. 3772199


Also just noticed on their website they are owned by Thomas Cook, so I would ask them if you can have the pick of one of their holidays at no additional cost.