Thomas Cook, misleading pictures and text on booking Green Garden & Siam Park

tilpet

Hi

I wonder if anyone out there can help.

I booked a week holiday for 2 adults and a child to go to Tenerife in August, so a late deal.

My choice was Green Garden Resort & Suites through Thomas Cook, mainly due to the fact it was an AquaMania resort so unlimited free access to Siam Park so in the description there were 5 text mentions and 12 pictures of Siam Park).

However upon getting my tickets through it stated that I would not get Siam Park tickets. Upon querying this with CS this morning they pointed me to the important points on the booking pages right at the bottom where there was a pop up that stated it was not included!!

Now I think it is misleading and false advertising there there are 17 instances of Siam Park in the description but 1 small print mention, CS aren't willing to budge.

Where do I stand, if I fire off a letter to Directors at Thomas Cook will this do any good? I have got screenprints of all mentions of Siam Park, the CS person said he had feedback before that the site was misleading but nothing has changed. The Thomas Cook community forum that is run by employees as part of their website even said that everyone who stays at this resort gets the tickets.

As you can appreciate it - I'm narked, do I stand anywhere legally or is their 1 small print mention enough to cover themselves?

Thanks in advance for any help you can give me.

Bob_the_Saver

tilpet wrote: »

Hi

I wonder if anyone out there can help.

I booked a week holiday for 2 adults and a child to go to Tenerife in August, so a late deal.

My choice was Green Garden Resort & Suites through Thomas Cook, mainly due to the fact it was an AquaMania resort so unlimited free access to Siam Park so in the description there were 5 text mentions and 12 pictures of Siam Park).

However upon getting my tickets through it stated that I would not get Siam Park tickets. Upon querying this with CS this morning they pointed me to the important points on the booking pages right at the bottom where there was a pop up that stated it was not included!!

Now I think it is misleading and false advertising there there are 17 instances of Siam Park in the description but 1 small print mention, CS aren't willing to budge.

Where do I stand, if I fire off a letter to Directors at Thomas Cook will this do any good? I have got screenprints of all mentions of Siam Park, the CS person said he had feedback before that the site was misleading but nothing has changed. The Thomas Cook community forum that is run by employees as part of their website even said that everyone who stays at this resort gets the tickets.

As you can appreciate it - I'm narked, do I stand anywhere legally or is their 1 small print mention enough to cover themselves?

Thanks in advance for any help you can give me.

What did it actually say word for word?

Incapuppy

I've just had a quick look at the TC website.

I chose Canary Islands and then had a choice of Aquamania hotels of which there are two, one being the Green Garden Apartment and Suites.

From the website: When booking the stylish Green Garden Resort & Suites‚ you'll also get unlimited access to Siam Park‚ less than 10 minutes away by courtesy bus.

Now I'm all for telling people that they should read the smallprint etc but based upon the above I think TC are taking the !!!! and I would stand my ground and complain long and loud until they provide you with the tickets.

tori.k

This is what it states on the Thomas cook website

When booking the stylish Green Garden Apartments and Suites, youʼll also get free access to Siam Park which is arguably Europe's best waterpark and is less than ten minutes away by courtesy bus. Hang on to your swimwear and take a deep breath before plunging 28m in a sheer drop down the Tower of Power, ride the largest artificial waves in the world - a massive 3m high - at the Wave Palace, have a blast on the Volcano (Siam Parkʼs very own Mount Teide), or simply relax on the Mai Thai River, the world's biggest meandering lazy river. Please note: the all-inclusive package is not available in Siam Park. Guests can choose to visit Loro Parque (transfers not included) instead of Siam Park; this would be applicable for the whole duration and is not interchangeable.

I really can see how they can not say this is false advertising if the water park is not actually included

Bob_the_Saver

Incapuppy wrote: »

I've just had a quick look at the TC website.

I chose Canary Islands and then had a choice of Aquamania hotels of which there are two, one being the Green Garden Apartment and Suites.

From the website: When booking the stylish Green Garden Resort & Suites‚ you'll also get unlimited access to Siam Park‚ less than 10 minutes away by courtesy bus.

Now I'm all for telling people that they should read the smallprint etc but based upon the above I think TC are taking the !!!! and I would stand my ground and complain long and loud until they provide you with the tickets.

I totally agree even if the word free is not in that particular wording.

karent_2

Well, I'm pretty careful, but I don't think I would have found that little note!! Everything says they are included, specifically

"Unlimited access to Siam Park is granted to all residents staying at the stylish Green Garden Resort, where a ten minute journey on their courtesy bus leads you to arguably one of the best water parks in Europe."

I would be equally livid in your situation.Hope you get it resolved.

ferf1223

so they're saying that 'free access' and 'unlimited free access' is effectively 'free shuttle bus'...why not say 'free shuttle' then as that would be quite clear.

I suppose there's some argument that they don't say 'free park tickets' ...but it's obviously misleading...almost anyone would assume access to = entry to...most would not assume that 'we'll take you there, then you have to pay to actually get in'.

One more reason for me to dislike package tour operators.

I do hope that you get it resolved too...edited to add I don't necessarily think the photos on the website on their own are that much of an issues, it's nearby and sounds like a bit attraction...but the text is misleading.

stephb34

Don't shoot the messenger but on late deals for this hotel there are different prices, 1 dearer version with unlimited access to siam park and a cheaper version with no free access to siam park. Now i don't use the tc website as we don't in the shop so without looking i don't personally know how it pops up but it will tell you somewhere, but in the shop it does say in the erratta messages whether its included or not, obviously we know what we're looking for.
Not that this will help you but for any other customers looking to book a TC hols the internet is the same price as the shops at the moment for hols up to the end of september and if its more than 31 days away you can get a 3 for 2 bundle which is 20kg luggage, inflight meals and seats together for the price of 2 which is exclusive to TC.
I'll be very surprised if you get any where with customer services because although its not obvious to you its not included, it does say in the small print,but i'm not saying its right so don't slate me.

mick_vandick

The 'important information' pop up is there for reasons such as this and should be read before you book.
But it does seem unfair...

budgetflyer

stephb34 wrote: »

Not that this will help you but for any other customers looking to book a TC hols the internet is the same price as the shops at the moment for hols up to the end of september and if its more than 31 days away you can get a 3 for 2 bundle which is 20kg luggage, inflight meals and seats together for the price of 2 which is exclusive to TC.

And there's a free gum shield with half board.
BTW if you book today, you get a free bag of spanners :j

ferf1223

stephb34 wrote: »

Don't shoot the messenger but on late deals for this hotel there are different prices, 1 dearer version with unlimited access to siam park and a cheaper version with no free access to siam park. Now i don't use the tc website as we don't in the shop so without looking i don't personally know how it pops up but it will tell you somewhere

That may be, but doesn't change the fact that the main listing for the hotel on the TC it says

When booking the stylish Green Garden Resort & Suites‚ you'll also get unlimited access to Siam Park‚ less than 10 minutes away by courtesy bus.

and

Why choose Green Garden Apartments and Suites


Unlimited access to Siam Park is granted to all residents staying at the stylish Green Garden Resort, where a ten minute journey on their courtesy bus leads you to arguably one of the best water parks in Europe.


Before you put in any dates, etc...if it's just a free shuttle and no more, then they could obviously use those words instead of 'unlimited access'...someone has chosen the words that are used instead...in the second quoted section it references both access and a journey on a courtesy bus - so that would lead one to believe that access and transfer to are not the same thing....it may very well clarify later, and normally I'd say 'read the T&Cs before booking'...but in this case, the terminology used seems to imply that anyone booking this particular hotel will receive unlimited access to the waterpark...access would not normally = a ride there...you have to admit that the website is worded in such a way that customers would likely expect not to have to buy a separate ticket for the park.