No response from Thomson about awful holiday

DerbysLottie

Hi
I'm not sure if this is the right thread, if it isn't could someone point me in the right direction.
We recently went on a Thomson family holiday with an 23 month old and a 5 month old. We went to a 4* hotel and it wasn't cheap and what we got I wouldn't even say it was a 2* star hotel. I wont put all the details on here but basically it was a health hazard, algae in the children's pool, metal sticking out of walls and had been painted over etc. I reported all these problems on the first day and nothing was done. I have since filled in the online complaint form and nothing after 2 weeks, so I emailed the MD of TUI uk and I had an email to say he would get someone to look into it and to give them 2 weeks. They have had another 2 weeks and still nothing.
What should I do now??
Any help would be gratefully received thanks

duchy

Email him again thanking him for passing it on to his staff and informing him no-one has got back within the stated time frame (assuming he did say 2 weeks and not 14 days -as that would be working days)

mick_vandick

Reading Thomsons various social media channels (Twitter etc) it seems that you are not going to get a response from them that quick.I think you are going to have to be more patient, it can take a while to sort complaints out especially at this time of the year when they are dealing with complaints from the busiest time of the year for travel not so long ago.
I'm not saying this is right or fair but it's the way it is.
Which hotel was it and do you have picture evidence? And lastly, did you ask to move hotels when you were there?

redmalc

They are a disgrace regarding the dealing of complaints,they have a policy the longer they leave it you will calm down and go away.
I had a major issue with a cancellation of a flight booking in March and finally got a response in June,the First Choice manager at the shop we booked with was very embarrassed by the whole thing and apologised numerous times by e mail for their lack of customer care.
The First Choice manager has since called me a number of times because they lost a good client who spent 15/20 K a year on three/four holidays per annum.

DerbysLottie

Thanks for the responses. Yes I have photo evidence and yes within 2 and 1/2 hours I asked to move but the only hotel that was offered was worse than the one we were in.
I have emailed the MD again but still nothing. This is the first time we have had a problem with Thomson and I cant believe their customer service it is the worst company I have ever dealt with!!!
So frustrating!!!!

budgetflyer

Why do people think they will get a response emailing the MD?
His/her job is not about answering emails. If he/she spent their time doing that all day, then they can't be running a multi billion £ international company effectively
Thats why they set up departments - to deal with these things.

balletshoes

budgetflyer wrote: »

Why do people think they will get a response emailing the MD?
His/her job is not about answering emails. If he/she spent their time doing that all day, then they can't be running a multi billion £ international company effectively
Thats why they set up departments - to deal with these things.

Hmm - i'm not so sure this is a futile action. Not with Thomsons, but I have had occasion (after emailing and snail-mailing a large leisure industry company several times and getting no reply) to snail-mail the MD (and I copied in his VP too) - I got a very quick and satisfactory response after that.

Voyager2002

DerbysLottie wrote: »

Hi
I'm not sure if this is the right thread, if it isn't could someone point me in the right direction.
We recently went on a Thomson family holiday with an 23 month old and a 5 month old. We went to a 4* hotel and it wasn't cheap and what we got I wouldn't even say it was a 2* star hotel. I wont put all the details on here but basically it was a health hazard, algae in the children's pool, metal sticking out of walls and had been painted over etc. I reported all these problems on the first day and nothing was done. I have since filled in the online complaint form and nothing after 2 weeks, so I emailed the MD of TUI uk and I had an email to say he would get someone to look into it and to give them 2 weeks. They have had another 2 weeks and still nothing.
What should I do now??
Any help would be gratefully received thanks

Which country was this?

It is hard to believe that problems like this were tolerated at not just one but two hotels in the resort.

emma-uk

Voyager2002 wrote: »

Which country was this?

It is hard to believe that problems like this were tolerated at not just one but two hotels in the resort.

Quite agree, unless standards have seriously slipped within the TUI group. I used to work for Thompson overseas as a rep and we had daily and weekly checklists covering a huge range of H&S including hazards and water quality.

OP, where did you stay and where there other guests who complained? What are Tripadviser reviews like (although these should be taken with a huge pinch of salt!)

mick_vandick

Why do people think they will get a response emailing the MD?
His/her job is not about answering emails. If he/she spent their time doing that all day, then they can't be running a multi billion £ international company effectively
Thats why they set up departments - to deal with these things.

It's not them who answer anyway even if you do contact them directly.
Good to read that you got pics and asked to move, both of which will help you.
Just be patient and they will respond. The key is just to keep at them though and don't settle for anything lower than what you are happy with as long as it's reasonable!
Dying to know which hotel though?!