Holiday complaints process

whitelabel

ok others have addressed most of the issues so no point repeating
but you havent addressed whether you advised the hotel or rep about the other room problems and if so if they rectified them or not. This will be an important point. All resorts and accomodation develop faults especially during high season but it is how quickly if at all they are addressed that counts.

If you have a complaint whilst on holiday with us, please ensure you inform your Thomson representative, the accommodation management or airline staff immediately.

A few other points, if you did take it to court a judge would look at the booking conditions.
Some one has said is Thomson, I dont know if it is, but the following will apply if so:

Adult Properties
These are hotels that cater really well for adults in terms of facilities and destination. They include our Thomson Couples, Thomson Gold and Exclusively for Adults ranges, where the minimum age is 16 or 18. Although we don’t accept child bookings here in the UK, there may still be children’s facilities and we can’t guarantee there’ll be no children. This is because hoteliers may accept child bookings from other countries, or because a child can be booked as an adult and we can’t stop this happening. Having said that, problems with children being present are rare.

Check-out
For Your Accommodation On the last day of your holiday, you’ll usually have to leave your room by mid-morning or noon. If you’re in a villa, you may need to leave earlier. You’ll be told the exact time when you get there. You may be able to keep your accommodation for longer, but there could be a charge. Depending on the time of your flight, you may miss a meal at your hotel. Also, you might not be able to use some of the facilities or take advantage of the full All Inclusive package.

If your flight leaves on or after midnight, you'll have to check out of your hotel room by midday the previous day. There’ll usually be a courtesy room or apartment available for you where you can change and leave your bags until it’s time to leave. You can pay for a late check–out room, which are normally available until 6pm that evening, and we recommend you book in advance as the hotel will allocate them on a first–come, first-served basis. You may be able to stay in the room you’ve had during your holiday, but you may have to move to another. The rooms will only be for you and your group to use, and will have beds and a private bathroom. Late check–out only covers the use of your room.

Each country has its own system for rating properties. We’ll always publish any official ratings where they’re available, usually as stars. But there are a few things we need to tell you on this front. Hotels in Corsica are graded under the official French star system. They’re based on what facilities are available rather than their quality. In Italy, meanwhile, you won’t find any official ratings for some properties, like old villas and farmhouses that have been renovated. In Greece and Turkey, you’ll also find reference to A to C instead of stars, with A being the best. This is based on facilities and ground space.

Health And Hygiene Hygiene standards are generally lower than in the UK – particularly in developing countries.

Tour Operator Ratings
We rate our holidays on our annual reviews and also the feedback we get from our end-of-holiday Customer Satisfaction Questionnaires. We rate hotels and apartments from ‘2’ for no–frills, good value accommodation, to ‘5’ for more comfort and a wider range of facilities. There may be some differences between accommodation that shares the same rating. That’s where our ‘plus’ rating comes in.

without seeing the brochure descriptions for specific resort its difficult to tell how your experience compares to the expectation they set
however I believe its unlikely to to get a higher level of resolution if you were to proceed with this, unless you contact them and ask for £100 cash instead of voucher in full and final settlement. I think taking this further will be a higher cost of your energy and expense.

ThumbRemote

Not entirely sure why you've dragged up a thread thats been idle for 10 or so days just to paste Thomsons terms and conditions into it - especially when most of them have no relevance?

sindamoo

we booked a 5 star luxury gourmet a la catre all inclusive holiday to mexico with First Choice. The brochure and staff when the hotel was sold to us and also the hotel's own website made out that this luxurious and had the person concierge and service to make you have the best holiday experience. What we actually got was nothing like the brochure, we were put up in a damp and mouldy room with visable mould growing. This caused all our clothes to smell of the damp. The guormet food would always be delivered to your table or room cold and would constantely be wrong and not what you order. I complained to the holiday advisor the following day and she really did little to resolve the issue, we were offered a room move to a very outdated room that smell of damp and also smelt like the previous guest's had urinated all over the room. After this room was declined we were made to stay in the mould room with all the damp smell. Not really a 5 star luxurious accomadation we were sold. I also took up the food problems with the holiday adviser and the hotel but nothing ever was resolved. I spent most of the holiday feeling hungry as you could not get the food you ordered and who wants to eat cold food. We tried everything in resort to resolve the issues and also asked to move hotel or fly home as we had just had enough and the holiday was ruined. Finally the rep left a message that she had found a hotel we could move to or a flight home and to go and see her the next day, when we got there she was not even in work that day and her co advisor had not got a clue what to do and he was meant to also tell us how the area manager of First Choice was going to get in contact with us that day, but again could not tell us. It would of been faster to just book our own hotel and move ourselves as we were to be charges a further £1100 to move hotel or £900 to fly home early if she had been there to sort this out. we wnded up having to stay at this resort and just suffer counting the days down to going home which we could not wait. This was the worse holiday we had experienced ever. Back home we wrote into First Choice to be told we would not be given anything as this hotel was one of their best hotels despite the picture of the damp and the reports we had from resort. This was eventually escalated to a manager who has offered a mere 10% (£300) of what we paid if we accept a holiday voucher or £200 in cash. This holiday was a £3000 holiday and was totally ruined and was not what was advertised in their brochure. The complaint has now come to a standstill as we are not accepting their offer as it is a disgrace and also why should they reduce the price if we choose not to take a holiday voucher, afterall why would you want to travel with a comapnay that has treated you so badly and ruined your holiday and then you have had to fight since returning just to get the offer. Why are these companies allowed to get away with this? How can they claim that 5 star luxury is acceptable to be a damp and mouldy room and gourmet a la carte is cold poor quality food that can does not even come out what you ordered. The hotel was El Dorado Royale in Mexico. I even have a letter from the hotel saying they had not been able to resolve the issues and that the room was taken out of service after we left while they investigated. Also whilst at this hotel, the bank card got cloned whilst kept in the safe, the card was never taken out of the safe and it was not left open during the holiday and it was never used in mexico but when we got home it had been cloned and the fraud department of the bank had left several messages about this. All this from what is meant to a 5 star luxury rersort and a holiday company that is meant to be a resopectable operator. Has more people had the same as what we have had with first choice/ thomson holidays and has anyone got any advice on what we can do next

ThumbRemote

sindamoo - it sounds like you have the potential for a claim against First Choice (the fact the hotel took the room out of service sounds like an admission there was a problem).

However, your message is extremely difficult to read due to the lack of paragraphs and the very long sentences. At the minimum you need to do a list, bullet pointed, of everything that went wrong.

Realistically, if you're at a standstill with your complaint, you will be looking at legal action. If you have trouble doing clear, concise writing I would be very wary of trying to push things any further yourself. Is there a solicitor who might offer you a free initial consultation?

squeaky

How best to post a query on Consumer Rights