Thomas Cook

p2005

My daughter was due to be flying to Majorca tomorrow lunch time with her children 6 and 10 and a wheel chair bound grandmother. Thomas Cook phoned her today at 3PM to tell her that the hotel was double booked and will need to move them to another hotel.

The hotel they originally booked was ground floor, family based with children's clubs, the alternative they have been offered is high rise, no children's clubs and open to all ( you know what that means)

She booked this in April but Thomas Cook say that she was the last booked? so will have to move, She e-mailed the hotel last week to confirm all the details and had a reply from them that all was OK and looking forward to seeing them.

She spent 2 hours on the phone with then without any joy and has spent the last few hours crying her heart out.

I would appreciate any advice or guidance on what she should do or what rights she has.

isplumm

try posting here http://www.holidaytruths.co.uk/viewforum.php?f=49

very late now ... but i would point out to them that you are accepting holiday under duress ....

have you tried searching tc website - see what else is available? Ask for that?

Get names etc - also point out you have someone in wheelchair.

Mark

Bob_the_Saver

open to all ( you know what that means)

No, please explain

p2005

Thanks Mark, have explained about the wheelchair. They say that this is the busiest time of year and there is no other alternative on the island.

Bob, open to all means that they will accept bookings from all male, female groups of any age and size. This is fine if you are looking for a stag or hen holiday but my daughter paid for a family holiday.

Bob_the_Saver

p2005 wrote: »

Thanks Mark, have explained about the wheelchair. They say that this is the busiest time of year and there is no other alternative on the island.

Bob, open to all means that they will accept bookings from all male, female groups of any age and size. This is fine if you are looking for a stag or hen holiday but my daughter paid for a family holiday.

OK, I see what you mean.

thegirlintheattic

Get your daughter to call up and remind them about the wheelchair, say that she has checked the second hotel out and it is not suitable.

Zoetoes

How [EMAIL="!!!!"]!!!![/EMAIL]! Could she not see what other hotels are available rather than the one they have come up with?

Either that or just get a refund? Which is no good when she's all packed and everyone has arranged the time off and the kids are excited!

I'm guessing it wasn't cheap, especially with being in the summer holidays, so she needs to make sure she gets what she paid for.

kerrie1781

They did exactly the same to me in June, rang me 16 hours before I was due to travel. I was part of a wedding party, they moved me hotels and whilst I was there I found out that they had done exactly the same with a lot of other guests. They blamed the hotel ( as it is never their own fault ). Was offered no compensation or anything, I complained when home but it never got me anywhere. They are useless and I will never ever Thomas Cook it again !!!!!!!!

jhe

you need to complain in writing to the reps in the resort/hotel if you are not happy with any part of your holiday.

Zoetoes

kerrie1781 wrote: »

They did exactly the same to me in June, rang me 16 hours before I was due to travel. I was part of a wedding party, they moved me hotels and whilst I was there I found out that they had done exactly the same with a lot of other guests. They blamed the hotel ( as it is never their own fault ). Was offered no compensation or anything, I complained when home but it never got me anywhere. They are useless and I will never ever Thomas Cook it again !!!!!!!!

I've booked with them to go to Ibiza in September, to be honest though it won't matter a lot if they do it to us as it's just a clubbing holiday in a 2 star hotel. I would be furious if they did it on a family holiday though!

p2005

After looking at many similar stories like this across different web sites it would appear that this is a company policy of theirs, they keep on selling the most popular hotels and then move people to the dross that they cant sell at the last moment. You will be left with 2 options as it will be to late for you to find an alternative, accept what they offer or cancel the holiday. With less than 24 hours notice what would you do?