Dissapointed with Thomas Cook

damian72

We travelled with Thomas Cook to Cayo Guillermo on the 28/09/2016 for 2 weeks staying at the iberostar Playa pilar and after the first week we were evacuated to the hotel melia jardines de rey due to the hurricane Matthew. After eight hours in a queue to get a room which had no bedding, water or phone. The hotel was a disgrace and not the 5* luxury we paid for. We lost 3 days of our holiday in the awful and chaotic hotel. We made our complaint at the hotel to the Thomas Cook reps who were frown in from the UK due to the crisis. On our return to the UK we contacted Thomas Cook customer relations and emailed all our evidence (photos etc...) and after 14 days to be told that they would offer us 50 p.p in vouchers which I think it's a insult. Could anybody be so kind to help us with this matter? Many thanks in advance regards Damian

Grumpelstiltskin

Sorry but the hurricane wasn't the fault of Thomas Cook. How many empty spare 5 star hotels outside the hurricane area do you think there were?


At least you survived unharmed, what about all the people who died?


If you decide to visit the Caribbean during the hurricane season then you should be prepared to take the risk that your holiday will be affected.

damian72

My complaint is with the way we were treated by Thomas Cook and I know the hurricane is a act of god!!!!!!!

Pollycat

damian72 wrote: »

My complaint is with the way we were treated by Thomas Cook and I know the hurricane is a act of god!!!!!!!

What do you think TC should have done?
How should they have treated you?
What was the TC reps' response to your complaint in the 2nd hotel?

Tigsteroonie

damian72 wrote: »

My complaint is with the way we were treated by Thomas Cook and I know the hurricane is a act of god!!!!!!!

I'm puzzled. In what way did Thomas Cook treat you badly? They flew in reps as soon as they could, they sorted the best alternative accommodation that they could find in extremely difficult circumstances. What more did you want them to do at the time?

Grumpelstiltskin

Like I said where were Thomas Cook going to magically find another 5 star hotel you could go to?


They like all other tour operators were under extreme pressure to look after their customers. They got you to safety and I guess there must have been under great pressure to find anywhere for you to stay.


Don't forget they weren't the only tour operators in the area and there must have been a fight for all operators chasing any accommodation, so please as I said be grateful that you weren't hurt and don't whine about the standard of the accommodation you were given. It was an emergency.

meer53

I'd just accept that you weren't injured and managed to complete your holiday. Then accept the vouchers and move on.

damian72

With more organisation and not having 3 receptionists dealing with 900 people and Thomas Cook rep sat at the lobby bar drinking while people were fainting, arguing and queuing for 8 hours and nobody giving us water etc.... and after 8 hours of getting a room to find that there were no bedding, water or phone so queuing for another 2 hours. Believe me it was carnage and Thomas Cook rep ( Ivor ) was useless. Would you say this is acceptable?????? NO ITS NOT!!!!!!

damian72

You move on and wish you were there to see. So don't speak if you haven't got a clue what went on!!!!!!!*

Grumpelstiltskin

Look as I said earlier if you choose to holiday in the Caribbean in the hurricane season you must be prepared to accept that there could be problems.


What did you expect Thomas Cook to do in the circumstances?


They couldn't just magic up hotels, flights reps. etc.

hollydays

Could you not have got some water from the bar?
It sounds chaotic and I remember once witnessing similar at an airport-the staff nearly got lynched and the police were called-who'd be a holiday rep.That was the Caribbean too and there were a lot of angry sobbing people who were getting married and their too tight schedules were messed up.