2 very different hotels with the same name

claire16c

neetsy15 wrote: »

Hi

Thanks for the replies, i went to the store today however they were unable to help as the admin office wouldnt make any changes as its after 29 days, I need to escalate to customer relations on Wednesday. The agent who booked this is also on Mat Leave so isnt there to give her side.

I feel a bit of a fool now there is a real difference in the prices but at the time I was advised it was a flash sale and everything about the booking was for the better resort the agent even told me about facilities that I wasnt aware of ie recreation room under the pool.

Bottom line is I cant take the kids to this hotel its not suitable for kids. I'm hoping they'll change to something more suitable and I contribute towards the differnce in price. I'll now need to simmer until Wednesday!

Thanks again for taking the time to reply

I dont think that you should use the line that you cant take your kids there, as that simply isnt true. Its not like the hotel is for adults only, and kids are only allowed to go hotels with kids clubs! Im sure lots of people with kids have stayed there.

Id look up the hotels you would be happy to stay in, on tripadvisor first, before you see the agent again, so that if they can move you to another hotel, you know exactly what it is this time. I wouldnt rely on an agent picking one!

stephb34

Incapuppy wrote: »

Thanks for coming back and updating.

I did say initially that I thought there would have been quite a price difference between the two properties. However if you only been discussing the better hotel (being unaware of the existence of the other) but the agent was mistakenly quoting pricing for the other one and then went on to book it then I think the branch should bear the difference in cost.

I seem to vaguely recall that each branch has to have a contingency fund to account for staff errors, perhaps our lady Steph who works in TC (I think) may be able to comment on this if she sees it. If you were being told that a flash sale was currently on you would have had no idea how much discount they were offering to secure bookings there and then.

This is of course, just my opinion and to be fair I'm usually quite harsh on people that post on here about booking errors as they often seem (to me) to be at fault but in this case I think I think you have a genuine case for falling foul of an error by TC staff.

Hi do you mean me, soz for the delay in replying to this i've just got back off my hols.
I don't really know the answer to this one its tricky.
I think the main problem is its taken so long to come to light. Whatever you do with your contact with the manager of that TC shop is be calm, nice and friendly as your more likely to get somewhere than if your ranting and raving. The thing is the manager should know their member of staff and be able to judge if she could have made a mistake or if your trying to pull a fast one, and i'm not for one minute saying you are but it does happen. If the hotel you want is still available then that is easier to sort than if its full, so i would see what they're prepared to offer you to rectify it or how much you're prepared to pay, perhaps they may come to some compromise. Keep us posted of how your going on.

Incapuppy

Hi Stephb34, I did mean you, I hope you had a nice holiday!

I agree, yes, it is tricky but re: the mistake only just coming to light, if the OP had no idea that there was another hotel in the same vicinity with such a similar name then could they reasonably have known that a mistake had ever been made in the first place?

At least, as I said earlier this has all come to light now rather once the OP arrived in resort so I hope that everything can be sorted to both parties' satisfaction.

neetsy15

Hi all

Thanks again for replying:

Firstly Claire I hope you dont think I was being snooty I'm not at all, the hotel itself I'm sure is reasonable enough but its the type of resort I would have went to in my Twenties with friends not in my forties with two 7 year old kids and hubby.

Todays update is that I called Customer Relation waited in the queue for 1 and half hours!!!!! for them to tell me they dont deal with it and to call admin, called admin and queued for 3 hours, yes 3 hours, but had to hang up as was getting kids from school.

The local branch I booked with called me and said they agreed I had been slightly misled however they're hands were tied as admin said no and I need to called back to cusotmer relations. This line is now closed as they have some many customers calling.

I'm not expecting to get the more expensive hotel and have told the local branch this simply another reasonable hotel with kids facilities ie. pool, entertainment, and I'll pay the difference but they just wont change.

I'll try customer relations tomorrow and update

Thanks again

Incapuppy

neetsy15 wrote: »

The local branch I booked with called me and said they agreed I had been slightly misled however they're hands were tied as admin said no and I need to called back to cusotmer relations. This line is now closed as they have some many customers calling.

I'm sorry but this sounds like a total cop-out!!!

They agree that you have been misled yet expect you to sort it out? Surely as you booked in a branch this is exactly what the branch manager is paid to sort out!!!!!!!!!!!!!!!!!

photome

Incapuppy wrote: »

I'm sorry but this sounds like a total cop-out!!!

They agree that you have been misled yet expect you to sort it out? Surely as you booked in a branch this is exactly what the branch manager is paid to sort out!!!!!!!!!!!!!!!!!

Absolutely.

Now they have agreed that you have been misled I suggest you go in to the branch and insist politely (at first) that they sort it out for you, and stay there until they do! As long as you accept to pay a difference, which you do.

lexilex

How awful, I hope you get it sorted.

I had problems with TC in 2009, and it was only by emailing the directors I got it sorted. This was the address I used [EMAIL="dob@thomascook.com"]dob@thomascook.com[/EMAIL] but not sure if its still the same. They were really good and sorted my issue almost instantly.

On a side note, Alanya is my favourite place in the world. Enjoy wherever you end up staying.

mcfisco

Hope you get something sorted neetsy15

but .......... however it pans out, don't let it eat you up inside, make the best you can of whatever happens.

Things turn out best for the people who make the best of the way things turn out.
John Wooden

mcfisco

Did you pay by credit card for any of the holiday?

One avenue that may be worth pursuing if they continue to be inflexible is threatening to complain to the credit card company that you were mis-sold the holiday and will be investigating a chargeback claim
Not the clearest cut case in the world but you never know

claire16c

neetsy15 wrote: »

Hi all

Thanks again for replying:

Firstly Claire I hope you dont think I was being snooty I'm not at all, the hotel itself I'm sure is reasonable enough but its the type of resort I would have went to in my Twenties with friends not in my forties with two 7 year old kids and hubby.

Todays update is that I called Customer Relation waited in the queue for 1 and half hours!!!!! for them to tell me they dont deal with it and to call admin, called admin and queued for 3 hours, yes 3 hours, but had to hang up as was getting kids from school.

The local branch I booked with called me and said they agreed I had been slightly misled however they're hands were tied as admin said no and I need to called back to cusotmer relations. This line is now closed as they have some many customers calling.

I'm not expecting to get the more expensive hotel and have told the local branch this simply another reasonable hotel with kids facilities ie. pool, entertainment, and I'll pay the difference but they just wont change.

I'll try customer relations tomorrow and update

Thanks again

No I didnt think you were being snooty at all, I just meant that you shouldnt focus on using that line about your kids not being able to stay there - because they can - and so they can just throw that back in your face immediately and use it an excuse not to move your hotel.

So focus on the main thing - which is that you were not booked into the hotel that you wanted to be booked into. The reasons in some way arent even relevant. You havent got what you were told you were getting.

And Im suprised you had the patience to stay on the phone that long I dread to think how much that cost. :eek:

I cant believe that the shop you went to wont help.