Thomson ruined our anniversary

sdn10sdn10

We booked to go to Sorrento, Italy, to celebrate our 30th wedding anniversay, with Thomson Holidays. We should have departed from Manchester this morning at 0630 ( 27/05/2011), however this is what has happened, and why I am now sat amy my computer tying this.
We booked a weeks B & B holiday at La Favourita Hotel in the centre of Sorrento. We have stayed in Sorrento several times previously and decided to spend our 30th wedding anniversary there as we like the town so much. We booked the hotel in February, paid for it by the end of March and even paid a substantial amount more for a room upgrade.
1430 hrs on Thurs 26/5, I had a missed call and voicemail message on my phone from Thomson asking me to contact them urgently. I rang straight away to be informed to my horror that the hotel had some kind of conference booked in, and as a consequence it was overbooked and we were having to be moved. I couldnt believe it, less than 12 hour before we were due to set off to the airport and they drop this bombshell on us!
During several heated phone calls over the next hour or two, Thomson gave me three alternatives. One was the Grand Hotel President, which for anyone who knows Sorrento, is located out of twon and requires a minibus shuttle to reach the town. We would never consider staying there solely for that reason. The other two options were the Continental Mare and Hotel Villa Durrueli, both of which are actually in the Island of Ischia about 25 miles away across the sea! I've been to Ischia and its nice, but I don't want to spend a week there.
Regretably, due to the short notice that this bombshell was dropped on us, I had no option than to cancel and demand a full refund. I also asked for compensation of a miserly £40 each as per Thomson terms and conditions. I was told that I would not be eligible for any compensation as they had offered me alternative accomodation of the same or a higher standard. What they offered was not the same, it was not in the centre of Sorrento for a start which is specifically why we booked the hotel we chose.
Soon after I rang Thomsons back to receive this news, I also rang the Hotel in Italy. I spoke to a man on the reception (possibly Antonio?) and asked him if he had my down to stay in the Hotel. At first he said yes, but when I asked a few more questions he clammed up, suddenly lost his grasp of Eglish and said "You must ring agency, speak with agency".
We also pre booked parking and an excursion through Thomsons website. I have asked for all this refunding in addition to the money for the main holiday.
This experience has left me extremely angry at Thomsons and I hold them soley to blame for this fiasco. Not only have they ruined our holiday, but they have ruined what should have been a very special one to celebrate our 30th anniversary. All this totally fell on deaf ears.
No one at Thomson takes any responsibility, chosing to blame the Hotel. I cannot accept that, Thomson are the agents and I hold the to blame entirely for ruining our anniversary.
I feel so angry that Thomson can treat people in this manner and accept no responsiblity.

richardw

That's really bad.

delwynshd

Thomson can only give you what was available in the resort, they did offer you 3 alternatives although not the right location but still try and get you abroad

The hotel overbooked and Thomson would of been told by the hotel thats why you got the phonecall asking you to contact them urgently

I dont know what else you would of wanted them to do they had no other alternative hotels to give you

It must of been awful not being able to go but im sure they tried there best to resolve the matter

Thanks
Del

richardw

If rooms weren't available when they booked in February, Thomson's shouldn't have accepted their booking.

delwynshd

Thomson might not of been aware that this was the case, they usually get an allocation from a hotel

The hotel might of opted for the bigger contract of the conference, where Thomson may of only had 6 rooms lets say on allocation

Happens all the time in travel

Del

richardw

So the contract between the hotel and Thomson's has get outs by the hotel?

delwynshd

I dont know Richard lol, but I would assume this is whats happened

It happens all the time, I remember I was working for the short haul operator last year.

I booked a holiday for a customer to Santorini or Halkidiki cant remember exactlly, the customer had booked 5 star AI about 5 months prior to departure. 48 hours before the contacted me to say there was an over booking at the hotel and couldnt offer the customer AI on the same standards, they would only offer 5 star HB. The compo they offered was £40 per person!!!!!

There are some major things that happen that often doesnt get reported

Del

flutterby_lil

Sorry to hear that - best get looking for a last minute cheap deal. Hope you get away somewhere.

We go on Tuesday, my house is available for rent?

ponymad_3

What a total disappointment for you... I am not impressed with Thomsons customer service. Having returned a fortnight ago we ahd a problem in resort and although the rep tried to sort out, we were unhappy with the outcome and decided to complain when we got back to the UK. They offered 12E compensation each. Thomson have now sent a totally rubbish customer service letter, no mention even of the 12 E pp and hoping we accept their sorry...I guess they are keeping the 12E each as this was compensation not from Thomson but from the bus company going the transfer! the next letter is winging its way. My problem is the lack of understanding of the issue and treating the customer fairly. Good luck with sorting out your trip and Happy Anninversairy.

stoneman

To be honest, I would have taken the hotel that was outside of the town if all other lines of attack had failed. A short transfer into town each day would have been better than not going at all, but that's just what I would have done. It does seem as though Thomson did try to sort it out, I am sure the hotel decided that the conference was a more lucrative money maker and left the tour operator in a nasty position. These foreigners just don't work the same way as we do, that's what makes this country such a nice place to live.;)

budgetflyer

Yes I agree. I seems like it was beyond Thomsons control.