Missold Holiday Advice

smudger478

Hello
Myself, husband a another couple are currently on holiday in Crete. The all Inc hotel we booked is advertised as adults only but on Sunday evening (we arrived late Friday night) there was an influx of families with children (not Thomas Cook, who we are on holiday with).
I contacted customer service in UK yesterday lunchtime to ask for a change of hotel and was advised our rep would be in touch. After waiting for over 5 hours in the hotel we were told it would this morning at 11. We met the rep who admitted it is an error in the brochure but we could not be moved as there is no availability elsewhere.but we would be offered a cash compensation. The offer they have given is €180 between us and we've been told there is accommodation available but as it is 5 star they're not prepared to foot the cost. We are meeting again tomorrow and feel like saying we will pursue the compensation back in UK but feel quite badly treated. Any advice would be welcome. TIA

InsideInsurance

€180 -v- what cost of holiday?

richardw

Read up about the small claims court process.

If you would be happy taking TC to the small claims court, then say that's what you'll do if they don't move you to the adults only place.

In the mean time try and work out the cost of moving to the adults only place and see if that is within the small claims court limit and if so mention that's what you'll claim from TC.

They are seeing if you are a soft touch and can be fobbed off to save them money.

smudger478

Thanks for the replies, holiday cost £1800 for 7 nights.

InsideInsurance

So they are offering a 7% refund for it not being adult only.

What percentage would you be happy with?

smudger478

I'm not sure what the correct rate of compensation should be, hence the question!
We waited in the hotel all Monday afternoon and until the rep arrived after 11am today. We are going to the beach because the hotel only has one small pool for all guests so are not getting the use of the all inclusive facilities whilst we're out. We really weren't looking for compensation we wanted moved to an adult only hotel but there is no point now, the issue should have been sorted yesterday.

christaitfife

Terminology can be an issue in such cases - did Thomas Cook state the hotel was Adults Only or did they sell it as Adults Only?

How was your holiday impacted by children being present? You will need to detail this to get anywhere with the company. You will also need to attribute this to a reasonable value - not a percentage but a monetary value. For example, if you were unable to use the all inclusive facilities and had to eat out - state the actual cost of this. Put this to Thomas cook, if you don't get this value you should submit a small claims court action. I can't think why you wouldn't be awarded.it.

Pollycat

christaitfife wrote: »

Terminology can be an issue in such cases - did Thomas Cook state the hotel was Adults Only or did they sell it as Adults Only?

How was your holiday impacted by children being present? You will need to detail this to get anywhere with the company. You will also need to attribute this to a reasonable value - not a percentage but a monetary value. For example, if you were unable to use the all inclusive facilities and had to eat out - state the actual cost of this. Put this to Thomas cook, if you don't get this value you should submit a small claims court action. I can't think why you wouldn't be awarded.it.

I would take photos of the pool and pool area when there are lots of kids (assuming there are lots of kids, not just one or two) to show just how 'adult only' it isn't.

Same for dining areas at breakfast, lunch, dinner.

I would complete an official claim form and hand it to the rep - be sure to take a copy.
Make your complaint brief, accurate and unemotional.