Thomson all-inclusive 'luxury' disaster holiday - can we do anything?

Pop_Up_Pirate

black_wings wrote: »

My original post states that I did write to Thomas as soon as I got back to the UK. I also received a response from them which basically amounted to 'Mexico is a humid country'.
So my question was can I hope to achieve anything further in way of compensation because the holiday is not as described. It's described as 'luxury'. But a room full of mould surely doesn't qualify.

No you can't, not really.
You stayed in the same place for 2 weeks. You used the facilities and ate the food. So you have to pay for it.

If you felt it wasn't up to standard, you should have refused to stay there, or at least in that room, and demanded a response on site with a move elsewhere.

People who stay put for the whole of their holidays, then expect compensation when they get home are very often disappointed.

Beenie

I know this will sound unsympathetic, but £3000 for a 2-week holiday across the Atlantic is dirt cheap.

A true luxury hotel is upwards of £200+ per day by itself, then there is the food and drink to pay for, and lastly the airfare (probably a good chunk of the £3000). When you add it all up, it doesn't leave much scope for 'luxury' accommodation. I know there shouldn't be mould in a hotel room, but you probably got what you paid for.

black_wings

Beenie wrote: »

I know this will sound unsympathetic, but £3000 for a 2-week holiday across the Atlantic is dirt cheap.

A true luxury hotel is upwards of £200+ per day by itself, then there is the food and drink to pay for, and lastly the airfare (probably a good chunk of the £3000). When you add it all up, it doesn't leave much scope for 'luxury' accommodation. I know there shouldn't be mould in a hotel room, but you probably got what you paid for.

Nope doesn't sound unsympathetic I totally get that Thomson/Thomas cook type agents definition of 5 star is nothing of the sort. I just wouldn't expect mould no matter what price was paid - considering holidays are meant to be a treat/experience something different from home...
well I guess I did - because I don't have mould in my own home!

jhe

Is it the Azul Beach Resort ?
that is the only one I can find in Riviera Maya on Tripadvisor

black_wings

jhe wrote: »

Is it the Azul Beach Resort ?
that is the only one I can find in Riviera Maya on Tripadvisor

Ah, it seems they changed the name recently since we travelled, as it didn't have the name beach in it before. Now there are 2 Azul beach hotels in Mexico. This is the one we stayed in: https://www.tripadvisor.co.uk/Hotel_Review-g240327-d1176806-Reviews-Azul_Beach_Resort_Sensatori_Mexico-Puerto_Morelos_Yucatan_Peninsula.html

Can't fault the staff. They were nice people. It was just a crappy run down hotel. Words can't describe how misleading the pictures are. Though that's the case with most package holidays. Suppose I have learnt a valuable lesson; not to spend big ££ on package holidays

jhe

Thought it must have been that one.
If u click on the reviews and click on terrible and poor there are some pretty poor reviews .

black_wings

There sure are! Though there are bad reviews of every hotel you can think of. I tend to take the reviews with a pinch of salt since a lot of people seem to complain about anything and everything. 'im giving this hotel 1 star cause there werent enough towels' and so on...its just silly
Ive never had a hotel complaint before really

jhe

Pop_Up_Pirate wrote: »

No you can't, not really.
You stayed in the same place for 2 weeks. You used the facilities and ate the food. So you have to pay for it.

If you felt it wasn't up to standard, you should have refused to stay there, or at least in that room, and demanded a response on site with a move elsewhere.

People who stay put for the whole of their holidays, then expect compensation when they get home are very often disappointed.

I do not agree with this.
The hotel should be as advertised, Thomson advertise Sensatori as their luxury hotels, reading some reviews for this hotel it falls short.
You are pretty much in the hands of the rep when abroad and Thomson on the end of a phone line maybe.
I had an unfortunate holiday 30 year ago. I did get a partial refund

Pennywise

Thomson are notorious for it. I went on a "luxury" holiday with them to Kenya about 20 years ago. Hotel was advertised as 5*. Pictures showed crystal clear pools, lovely well furnished rooms, etc.

In reality, it was a hell hole. The rooms were awful, very dated, thread bare carpets with holes, stains on the beds, torn wallpaper. Not to mention, day after day with intermittent water (not just hot, no cold either!). One pool was actually green - you couldn't see the bottom! Regular power cuts.

After a couple of days unable to shower, we barricaded ourselves into a toilet by the pool which had lovely hot plentiful running water so we could have a shower.

Complaints to the Thomson rep and reception were just brushed aside with glib comments such as "it's a hot country", "the whole area has power cuts", "there was a mains water burst on the main road". Whatever we said, they just made up some excuse.

We met a couple who were lucky to be staying in the one block that was updated (where they took the photos for the brochure). They'd also booked with Thomson. They said they'd had no problems at all with the power nor water and told us their room was lovely. After hearing our plight, they insisted we shower in their room and gave us their key. Oh my, what a difference - it really was luxury, down to fluffy towels, and, yes, unlimited powerful hot water.

So, in reality, there were no power or water shortages in the area at all. The "done up" block was fine. It was the antiquated older blocks that had plumbing and electrical problems.

Once home, I complained and received a derisory offer, but I persisted and actually went through with a court claim against them. Once they had received the court summons, they upp-ed their compensation offer to half the price of the holiday. Finally, a result, but it doesn't really compensate for a ruined holiday.

I've never used Thomson since and won't!

happyandcontented

Ultimately, this hotel was not as described. You should reasonably have been able to rely on the brochure description. Go through the process with Thompson, but don't let it go at that, go to what used to be the smalls claim court process and they will probably start to take you seriously at that point. You have the evidence, use it, and add in an amount for "loss of enjoyment" over and above any reimbursement.