Miss sold holiday

Joon6

I sat and listened to a lady sell me a holiday which was sold to me as a lovely hotel, only 250 rooms, 5 restaurants, 4 pools with 3 being infinity pools etc.
As this was advertised as being a new hotel I couldn't find a review at the time. Now it's 6 months down the line and I find a fb page on this holiday and I noticed it covered two hotels. How strange!
Reading on I discovered that In fact I was sold a hotel on a complex this being two hotels joined. Reading on I then found that in fact bar 1 restaurants all others are in the sister hotel, same for pools and bars.
I am now going to a hotel which has 1250 rooms and having to go into this massive hotel to eat and see any entertainment. This means the hotel really has over 2500 people, not what I was told when booking.
I've only paid my deposit for this holiday with Thomsons and I'm now trying to get my refund back. Easier said than done. This I feel was a total miss selling of this holiday not only verbally but by wrongly advertising the hotel in the brochure. Any help and advice will be really helpful. Thanks in advance.

tomtontom

Does the brochure not mention the shared facilities? What is the name of it?

interstellaflyer

Not defending the sales lady but surely you didn't expect a 250 room hotel to have 5 restaurants and 4 swimming pools to its self? Alarm bells would've rung to me and I would've questioned it.

Archergirl

I don't think deposits are refundable, can you change to another place?

peachyprice

Archergirl wrote: »

I don't think deposits are refundable, can you change to another place?

It will be if Thomsons lied to OP.

OP, is it listed in any of their brochures/online and was it at the time? What does the description say about the facilities?

interstellaflyer

peachyprice wrote: »

It will be if Thomsons lied to OP.

OP, is it listed in any of their brochures/online and was it at the time? What does the description say about the facilities?

Or the OP miss heard what was said, 250 rooms instead of 1250 rooms. Generally travel agents will show you the property and property details in the brochure, whenever I've used Thomson or Thomas Cook high street travel shops I've given a budget and some idea of what we want, they've done some searching on the computer, found suitable holidays and showed me them in the relevant brochures, something doesn't ring true here, you are not going to get a 250 room hotel with 4 proper swimming pools and 5 restaurants, I'm wondering if this is another case of a one post wonder with an axe to grind, had a bad experience and just wants to rubbish the company in any way possible.

Caz3121

I read it that this is a complex with 2 hotels. 1 being 250 rooms (which the OP chose) which makes the other 1000 rooms but the OP was not aware of the sister hotel being next door
of the 5 restaurants and 4 pools that OP was promised 1 restaurant and 1 pool were attached to the smaller hotel and the others were next door at the sister hotel but would have had full use of
OP mentions the hotels being 'joined' so I expect the fact that the facilities were split across the 2 would not be an issue, the issue appears to be they wanted a small hotel which was not attached to any other hotel and they were not advised that the restaurants and pools were for the exclusive use of the 250 room hotel they booked
I guess the question is were they lied to....
"the hotel has 250 rooms" correct
"there are 5 restaurants and 4 pools" correct (although I expect the words may have been around having access to 5 restaurants and 4 pools as those numbers exclusively for a small hotel would just be daft)
OP, if you can name the hotel I am sure someone may be able to check if the information in the brochure is misleading enough to warrant a complaint