Thomson Complaint - RIU Imperial Marhaba, Tunisia

riley58

Hi all,

I'm a newbie so please be gentle with me. I'm looking for advice on my legal situation.
In Feb, I booked a holiday with Thomson to the above hotel on their website flying out on the 12th June 2011. It was advertised as being closed over the xmas period for a refurb but due to re-open on the 1st April 2011. This was a 5* AI deal.
In May I started looking for reviews on alternative websites only to find the hotel still wasn't open and instead of a refurb they were building a whopping great extension!!! I immediately phoned Thomson (as I have on several occasions since) only to be told they had no info avail and there were no amendments noted on my booking. Therefore my holiday was currently unaffected.
Since then I have learnt everyone booked to fly up to the 11th June have been transferred to alternative hotels or offered a full refund.
I received a phone call from Thomson today to inform me:
"there is some building work ongoing but guest will be accomodated away from the building work and there will be only "minimal noise". Screens will be erected to defer the visual impact".
The official date for the hotel to open is the 12th June.
I know of another passenger who insisted on alternative accommodation flying the same day as me and he's been told it will cost him an additional £300!
With only 4 days to go until my holiday, where do I stand? This holiday has taken me a year to save for and I can't afford to pay any more yet don't want to be holidaying on a building site either. Do I have any legal backing in the fact they missold the holiday or the lack of notice re: building works... Refurb sugests a lick of paint and some new carpets, not an extension build!
Any help/advice you can offer would be greatly appreciated.

soil_2

How much have you paid for the trip?

poe.tuesday

what does it matter how much the trip has cost?

soil_2

poe.tuesday wrote: »

what does it matter how much the trip has cost?

If it's a lot he's better off getting a refund and rebooking. If he got a deal, he should transfer it elsewhere.

Tunisia is pretty cheap at the moment

riley58

I paid £563 x 2 for 2 weeks 5* AI. It was a fantastic deal and booked the day after the flight ban was lifted to Tunisia, hence the cheap price. For me to rebook an equivalent now, I'm looking at least £500/£600 more.

Whilst the shoddy service received so far should make me want a refund, I wouldn't receive my money back in time to book another holiday for departing on Sunday and I can't afford to pay for another in it's entirety whilst waiting for my money to be returned.

I have since learnt the extra £300 quoted to the person in the same situation as me was due to no "like for like" room being avail. This was for an upgraded room. He's taken the stance that it's not his problem and I'm hoping it works out for him but I still haven't been offered anything!

I chased Thomson again today and have actually been on the phone holding for 30 mins, 34 mins and 10 mins respectively before I managed to speak to anyone. She's promised the request has gone into the hotel but hasn't heard yet so it's a waiting game at the mo.

Keep your fingers crossed for me x

Darryn_D

Hi, I have recieved a letter from thompsons today advising me that there is still some work to be completed on the new block. Have tried contacting Thompsons but at the moment cannot get through, would be interested to hear of any further developments you have. I am due to stay at the hotel from 26th June

soil_2

riley58 wrote: »

I paid £563 x 2 for 2 weeks 5* AI. It was a fantastic deal and booked the day after the flight ban was lifted to Tunisia, hence the cheap price. For me to rebook an equivalent now, I'm looking at least £500/£600 more.

Yes that's a great deal. You're looking around £150/night for the hotel (assuming it's truly 5*), and £150 each for the flights, if you booked it separately.

Whilst the shoddy service received so far should make me want a refund, I wouldn't receive my money back in time to book another holiday for departing on Sunday and I can't afford to pay for another in it's entirety whilst waiting for my money to be returned.

No you don't want a refund at that price, try to get transferred to a nice 5* now, failing that go and then when you get there kick up a fuss on night 1 (you've still go 13 more) if it's bad - who knows it might not be.

HXDave

have a look at a company called Just Sunshine. Tunisian specialists, and some great last minute deals at the moment at their own hotels (El Mouradi group).

They have a great range of 4 & 5 star hotels, if you can canx & rebook.

HXDave

PompeyPete

Here's a current thread from the Trip Advisor Tunisia discussion forum...

http://www.tripadvisor.co.uk/ShowTopic-g297952-i9165-k4467209-o60-Booked_Riu_Imperial_Marhaba_but_is_it_closed_HELP-Port_El_Kantaoui.html

kitster2222

Not that this is of any help to you, but Thomas Cook cancelled our holiday in May last year to this hotel because of the building work, I cant believe its still going on after all this time!