Thomson holiday problem

glynisallan

We're due to go on a Thomson package holiday 20/09/11, booked 5*/5T hotel mainly on brochure/Thomson customer reviews and Trip Advisor reviews, all sounded very good. Approx 2 months ago Trip Advisor reviews were very suddenly absolutely terrible, all complaining of the same problem - hotel being badly used by "Arab" guests, soiling in the swimming pools which is "removed" and the pool being reopened a couple of hours later, children's behaviour in restaurants and pools meaning Thomson guests were being allowed/directed to use different areas due to complains, lack of hygiene around self-service restaurants leaving a lot to be desire - the list is long and unpleasant. I contacted Thomson by phone, and also by email and was advised they were in communication with the hotel and "standards" were being raised. Reviews were pretty quiet during August (Ramadan) but now back to frighteningly horrible. It appears the holiday I was sold, and wanted to buy, is not going to be the holiday we are going to have. I wanted it to be sorted out before we travelled, not to travel and then have to complain when we got back! Anyway, with only a few days left before we travel, I'm very concerned. What do I do? If I ask Thomson to change the hotel then I'll be charged for the change to the holiday and probably an additional charge for a different hotel. I went into a Thomson shop today and spoke to someone who basically told me that if the holiday was disappointing then I could complain when I got back!!! Where do I stand - what should I do?

bobajob_1966

Which hotel is it? The poor behaviour/ nationality of other guests is something that is usually beyond the control of the tour operator.

jhe

i cant really answer your problem but if you go to this hotel and have problems you need to complain when you are there and put it in writing officially to the thomson rep.dont leave it till you get home, you can also request to be moved,

glynisallan

It's the Jaz Mirabel Beach hotel in Sharm el Sheikh. I have no problem with nationality but Thomson did not sell me the holiday described by the reviews.

bobajob_1966

The reviews are mixed - they are certainly not all bad. What specifically do you believe was missold?

glynisallan

The reviews weren't mixed when we bought the holiday, all very good. The hotel is part of their Premier Collection, a Platinum hotel described as having "glamour and fun". The reports relating to poor hygiene in food areas are particularly worrying, but if the hotel is generally unclean then the lack of hygiene in other areas such as around soiled pools, then this will have an impact on health - neither glamorous nor fun. I'm sure Thomson aren't thrilled the hotel is having these problems, but do they not have some responsibility to either sort it out or offer to move guests to prevent potential problems?

jhe

i stayed at mirabel beach a couple of years ago now though, i didnt see any arab guests at all.
tripadvisor reviews are always up and down,some people go on holiday looking for faults.its an impressive looking hotel. dont know about now but i think mirabel beach guests could also use the facilities at the other mirabel complexes/hotels.
if you are unhappy with any aspect of your holiday i would make sure it is logged with your rep over there. hope you do enjoy your holiday.
just to add if you do change your hotel, we have stayed at reef oasis blue bay,also a thomson hotel. it was a fantastic hotel

bobajob_1966

glynisallan wrote: »

The reviews weren't mixed when we bought the holiday, all very good. The hotel is part of their Premier Collection, a Platinum hotel described as having "glamour and fun". The reports relating to poor hygiene in food areas are particularly worrying, but if the hotel is generally unclean then the lack of hygiene in other areas such as around soiled pools, then this will have an impact on health - neither glamorous nor fun. I'm sure Thomson aren't thrilled the hotel is having these problems, but do they not have some responsibility to either sort it out or offer to move guests to prevent potential problems?

You are focusing on the negative reports - others say that there is no problem with hygiene and cleanliness. Having looked at Thomson's listing and the reviews I would say that it sounds like a typical Sharm resort. You have to keep in mind that they have very different standards to those in the UK, but go with an open mind and, as jhe has suggested, if there is a problem address it whilst you are there.

interstellaflyer

Pinch of salt needed, a Hotel we regularly stay at in Tunisia gets lots of bad reviews, it's generaly by people who expect everywhere to be like Benidorm, one review said all the guests were ill and needed treatment for food poisoning, funny thing was that we were at the hotel when all this was supposed to have taken place and we didn't see any evendence to back this up. August is generaly silly season when it comes to bad reviews. As for the Arab Guests comment, sounds like the reviewer had an issue with the hotel allowing anyone other than european preferably English stay there, So someone pooed in the pool and the hotel staff delt with it properly (it happens) and does the reviewer have proof that it was the Arab family could just as easily been an English child.

Bob_the_Saver

I've even heard a tell that 'non-English' people pee in the sea there !

mrshassall1987

I wouldn't worry. We went to WOW Topkapi Palace in Turkey for our honeymoon and some reviews were AWFUL. Me and the hubby had the best time ever and the hotel was fabulous