Thomas Cook Flexible Trips

LizziC84

Hi,

I have booked a holiday through Flexible Trips at Thomas Cook. We are 2 female friends travelling to Las Vegas and we requested a room with 2 queen beds when we booked, we were told this would be fine. Our documents have always stated that we have paid for a "standard room" . We have now discovered that Thomas Cook have booked us a King bedroom and the hotel want to charge us an additional £190 to swap to a twin queen room. I have spoken to Thomas Cook and they say that at the time of booking they can only request a twin room but cant guarantee it, this was not explained to us when we booked in the store. Bearing in mind our documents also dont confirm what type of room we had should Thomas Cook foot the bill for changing the room?

DomRavioli

The answer is in your post - you "requested" it. No, they shouldn't pay for something they weren't legally obliged to provide.

If you want two queen beds, you pay the extra. You paid for a room, if there are no specifics on your paper work, then you get whatever is allocated to you. If you wanted something you should have stated you need it, not request it.

SW17

Guaranteeing bed configuration in US hotels is notoriously difficult, many hotels will not guarantee it in advance, so I'd be surprised if TC actually booked a King, this is possibly just what has been allocated.

However it's also unusual for a hotel there to charge a different price for a room with 2 beds or 1 if they are the same category. Perhaps the room with 2 queens is a higher category than what was booked? Which hotel is it? Have you travelled yet?

Indout96

Which hotel are you staying in ? Most Vegas hotels are cheaper for 2 x queen beds.
Is it actually the hotel that wants to charge you or Thomas Cook ?
Unless there is a convention in Vegas the hotel will normally have rooms they can swap you too, we have always been asked at check in. (been to Vegas many many times)

Indout96

SW17 wrote: »

Guaranteeing bed configuration in US hotels is notoriously difficult, many hotels will not guarantee it in advance, so I'd be surprised if TC actually booked a King, this is possibly just what has been allocated.

Not in Vegas it isn't - go on any Vegas hotel site and you specify King or Twin ect. you actually book the type of room.

Indout96

Just checked a few sites and it seems that some hotels are now charging more for Queen rooms - Bellagio are $10 per night extra. Excallibur is $0.49 extra.
Last few times we have been at Elara so all suite but before we have always got our best offers on twin (Queen) rooms

LizziC84

Hi, thanks for your replies. We are staying at the Aria. At the time of the booking we said we wanted 2 beds, the agent said thats fine and will request a 2 bed with flexible trips. We got in touch with the hotel direct a couple of days ago about a different matter and it was at this point they confirmed that we had a king bed booked with them. They charge more for 2 queen beds and this is confirmed on their website so this would mean that Thomas Cook must have known they were booking a king room because it was cheaper, and yet they tell us they requested 2 queens when they were on the phone to flexible trips in the store. If we had of been told when we booked that it would be extra for 2 queens then fair enough but this wasnt mentioned.

SW17

Indout96 wrote: »

Not in Vegas it isn't - go on any Vegas hotel site and you specify King or Twin ect. you actually book the type of room.

With hotels direct, I agree, but it's different for intermediaries, the hotels will often only commit to "run of house".

The Aria is an MGM property, so Thomas Cook will almost certainly be booking it through another third party.