Thomson's 24 hour All Inclusive Holiday

lion129

Last July I went on holiday with Thomson's to the Dominican Republic and stayed at the Cayo Levantado Don Pablo in Samana. This hotel was advertised as 24 hour All Inclusive but it was not for 24 hours.
I have written to Thomson's to say that they miss-sold the accommodation advertising that it was 24 hours All Inclusive, quoting the Trade Descriptions Act of 1968 but they have refused to pay a refund.
I have registered my complaint with ABTA and they have offered an arbitration scheme which I have to pay for. Can anyone tell me if this is worth proceeding with and an idea of what I should be claiming? The cost of the holiday was £3,700 for 2 adults for 2 weeks holiday.
Or if you know of an alternative as I am not aware of an Ombudsman for holidays miss-sold.
Thank you.:mad:

lea2012

Have Thomsons said why they won't refund? or commented on your claims of it being mis-sold?
From what I can see there is no mention on their website or the hotels own website of 24hr All Inclusive, only 24hr snacks from room service?
If you have something in writing from Thomsons that specifically states "24hr All Inclusive" and your saying it wasn't then they should give you a small refund. You won't get a full refund for something like this. Have they offered you nothing at all?

globetraveller

It does state 24hour All inclusive
http://www.thomson.co.uk/destinations/caribbean/dominican-republic/dominican-republic-samana/cayo-levantado/hotels/luxury-bahia-principe-cayo-levantado-don-pablo-collection.html
I see it states 24 hour room service. Did that include drinks as well? Or was that not actually 24 hour room service?

jackieblack

Right hand side of that web page, in the peach/sand coloured box

"AT A GLANCE

24-hour All Inclusive
A genuine island paradise
Free Wi-Fi from May 2014
LOCATION

On the beach
See more about the location »"

What were the circumstances leading to your claim that is was not 24 hrs AI?
And what are Thomsons reasons for refusing a refund? Although as lea2012 says you won't get a full refund, or anything like it.
What you might get would depend on what you were actually denied.

lion129

It did have 24 hour room service including drinks, but these were chargeable. I thought 24 hour All Inclusive meant free drinks for 24 hours, or am I wrong?
I have the brochure I used to book the holiday (November 2012 edition) and it states 24 hour All Inclusive.

tomtontom

What time did the all inclusive element operate?

lion129

From 10am until 11pm

globetraveller

In that case it is definitely extremely misleading. You must have a case. Holiday truths have a solicitor who can advise you. A colleague of mine found them very helpful.

tomtontom

lion129 wrote: »

From 10am until 11pm

Nothing for breakfast?

globetraveller

can I just add to my previous post- I went and checked holidaytruths and the solicitor has changed so can't vouch for them.

lea2012

Sorry I didn't see the writing in the peach box in the corner, yes as you all say definitely "24hr All Inclusive" is stated so I would expect food and drink to be included in that.
I would not have expected room service to be included in the All Inclusive as it's not usually, but I would have expected at least one bar to remain open serving drinks and snacks that were included.
From looking at other agents sites and also the hotels own site there is no mention of 24 hour all inclusive so looks like a slip up on their side.

Why don't you try giving them a call and attempt to make a new booking and ask what the 24hr All Inclusive means and what you get for it? Then you can clarify it and double check it with what you actually got.