Wrong accomadation

jcwood70

My family and I went on a holiday to Florida in October 2016 and chose to pay extra for a Villa Plus in order to have a hot tub.
On our arrival there was no hot tub and we were told by the Thomson rep that they could not help.
Once back the Thomson store made a complaint on my behalf to their head office as they agreed I had not received what had been booked and paid for.
Despite numerous emails to them I have continually received a standard reply thanking me for my feedback but that they will not compensate me.
I am astounded by their response and do not understand how they are not refunding me for what I paid for.
Can anyone please advise me what else I can do?

Westin

Thomson Plus villas have either a poolside whirlpool (what you are calling a "hot tub") or a games room with either table football, pool table, darts or air-hockey.

Thomson make it clear in their brochure that "we are unable to guarantee which".

It sounds like possibly a 'request' which they could not honour, or that you had an assumption that the 'hot tub' would be available. Not sure you can further your complaint.