Urgent - advise re hotel pool closure

stormCat99

We are due to fly out on Friday for our holiday, but just received an email from Thomas Cook advising that the hotel pool is closed for the duration of our stay, due to a major leak

Really not pleased, we usually go on an action packed holiday, but on this occasion we just both need rest and relaxation, and one of our major considerations when choosing a hotel was the pool.

Thomas Cook's email says they will waive the transfer fees if we book something else with them. But I've looked, and there's only one vaguely comparable option - which would be a hassle as it's a change of date (we'd have to change cattery, car parking, etc).

It's also more expensive. For the price of this alternative, we'd have chosen to go on a completely different type of holiday.

So we rang up to enquire this morning; they are going to call us back, but initial indication was that:
- they would not consider contributing anything to the cost of the change of holiday for us
- even if we were to change, and pay to do so, we couldn't change outside of our current resort (Hurghada). The only vaguely possible alternative we have found is in Sharm though.

So we are feeling very fed up, that our much awaited break and relaxation is going to be completely spoiled.

Reason for posting is just to ask, is there anything we can do? Anything Thomas Cook are obligated to do for us? We can't even cancel I don't think they would allow us, they are only offering us a transfer. Are we just stuck with this holiday?

We'll both be fed up if we have to have 2 weeks with no pool, so any suggestions gratefully received.

Meadows

I think you would have to look at T&C's to be honest as this is something beyond their control and not something they initially sold you that was false selling (yes admittedly very disappointing but not something they could have foreseen, what about trying to contact the hotel or ask the travel agent to, to see if you can use another (adjoining) hotels pool as they are unable to provide what you have booked?).

stormCat99

Full appreciate this is outside of anyone's control and just very unfortunate, but that doesn't change the fact that there's no way we would choose to pay to go on a luxury relaxing holiday to a hotel with no pool. So just wondering whether Thomas Cook have any obligation to do anything for us. I realise the answer may well be no, but wanted to ask.

Unfortunately in the location where the hotel is, it's just a single hotel in the middle of nowhere, there are no adjoining hotels or nearby pools.

Meadows

I am guess that you only have travel insurance and not cancellation insurance?

If this would really spoil the holiday you may have to changed dates to the other place on offer.

From what you say I take it the sea is not an option for relaxing?

stormCat99

We have annual travel insurance through my husband's employer. Doubt very much it includes cancellation insurance but I will check - thanks for the suggestion.

Even if we could cancel though, to find somewhere equivalent at the same price would be very hard.

Beach is a fair suggestion But unfortunately neither of us are really beach people, on a typical 2 week holiday we'd only spend probably half a day on the beach - we hate getting sand everywhere, and going in the sea just means you end up all sticky and having to go for a shower.

I know I sound like I'm moaning and don't mean to, just trying to explain why we want the pool so much. Sitting on the beach all day every day really wouldn't be that appealing for us.

stormCat99

Meadows wrote: »

If this would really spoil the holiday you may have to changed dates to the other place on offer.

Despite the inconvenience of a date change, we would rather do that if it means we have a pool. I'm sure all our other bookings for cattery etc could be sorted out.

The problem is that we don't want to pay the extra cost for switching, yet Thomas Cook have already indicated they won't help. If we were to pay the additional cost of this alternative option we found, we wouldn't have chosen to go to Egypt we could have gone somewhere much better.

luci

Have you tried posting on their Facebook or Twitter pages? This can often alert the Social Media team who can often help where other avenues have failed.

Meadows

Hope you manage to sort something out that is agreeable to all, at least by switching you will still be able to have the holiday.

poor_johno

To each his own, I couldn't imagine going on holiday and choosing the pool over the beach. Hope you get it sorted

stormCat99

luci wrote: »

Have you tried posting on their Facebook or Twitter pages? This can often alert the Social Media team who can often help where other avenues have failed.

I would never have thought of that so thank you, have just posted. Probably won't get them to change their minds but there is no harm in trying

stephb34

Which hotel is it, does it really only have 1 pool, it doesn't sound very luxurious, is that why all the others would cost a lot more to change to. Hotels in Egypt normally have lots of pools as generally the holidays are hotel based. If there is only one pool and its closed all of the holiday i would definitely be pushing for a change free of charge.