No bar or reataurant open in my all inclusive hotel.

daffas6688

Booked with Thomas Cook in January for a holiday for four due to leave in less than two weeks (21st ) My daughter found out through social media , that the hotel we are dure to stay in closed its bar and restaurant in June and it will not re open until at least 31Oct. Thomas Cook had no knowledge of this when I told then I was even asked to prove this. I finally managed to email the hotel, to get the reponse that they had notified their tour operators months ago. Meanwhile Thmas Cook found this out for themselves. I said we still want all inclusive as that is what I paid for. They said a change of hotel would incur the cost of £300! Bearing in mind the hotel they chose for us was cheaper or similar price at the time of booking , I cannot see how they think they can charge us for something they have missed, I have been in contact with them since 18th July. including being on hold  in queue for 2 hours more than once and many other calls and live chats. They said they contacted the new hotel about my reluctance to pay extra but have recieved no reply. I was also told I could discuss cancellation charges, I think not. They tried to blame covid, but the hotel is still open and anyway I booked with the promise holiday was covid covered. I am now panicking as my granddaughter has to have pre departure covid test,

Before all this happened the flight has been changed twice ( bringing date forward), once involving me having to already pay £80 extra for the original hotel. Plus I had to change passenger too as one of our party are a bridesmaid on the date of leaving.

Do I pay and try and fight later? I will lose insurance money, passenger change and the extra £80 even if they cancel without fees.

Westin

daffas6688 said:

Booked with Thomas Cook in January for a holiday for four due to leave in less than two weeks (21st ) My daughter found out through social media , that the hotel we are dure to stay in closed its bar and restaurant in June and it will not re open until at least 31Oct. Thomas Cook had no knowledge of this when I told then I was even asked to prove this. I finally managed to email the hotel, to get the reponse that they had notified their tour operators months ago. Meanwhile Thmas Cook found this out for themselves. I said we still want all inclusive as that is what I paid for. They said a change of hotel would incur the cost of £300! Bearing in mind the hotel they chose for us was cheaper or similar price at the time of booking , I cannot see how they think they can charge us for something they have missed, I have been in contact with them since 18th July. including being on hold  in queue for 2 hours more than once and many other calls and live chats. They said they contacted the new hotel about my reluctance to pay extra but have recieved no reply. I was also told I could discuss cancellation charges, I think not. They tried to blame covid, but the hotel is still open and anyway I booked with the promise holiday was covid covered. I am now panicking as my granddaughter has to have pre departure covid test,

Before all this happened the flight has been changed twice ( bringing date forward), once involving me having to already pay £80 extra for the original hotel. Plus I had to change passenger too as one of our party are a bridesmaid on the date of leaving.

Do I pay and try and fight later? I will lose insurance money, passenger change and the extra £80 even if they cancel without fees.

Can you post the name of the hotel?

It would seem strange for a hotel offering all-inclusive plans not to have the facilities to provide the services. Are you sure it is not just one of the bars/eateries that is closed?

To your questions;

Yes, you would lose your travel insurance premium costs. You have had the benefit of the insurance being in place.

I would also think you would lose the name change fee.

lisyloo

If they cannot provide what you have booked then your choices are a full refund or pay the difference for something else.
you won’t get any of your insurance money or any admin fees back but if the £80 was for a higher priced date then you should get that back if it was part of the holiday price and not an admin fee.

what do you want? Change (albeit higher) or cancellation with full refund?

can you not get on with something else whilst having the phone on? Work? Ironing? Washing up?

I just do other stuff with the phone on speaker so it’s not a big deal.

daffas6688

I have called 14 times . Only to get they will get back to me. Time running out . £300 more for a hotel that cost the same in January is unfair I think . May have to cancel but certainly not paying charges as they hinted . 

daffas6688

The hotel is Inter 2 Salou. They have emailed no bar no restaurant no entertainment until at least 31st October 

daffas6688

Even if they sorted change and I paid,  they are not sure if the other hotel has availability.  They awaiting reply 

elsien

I think they probably did more than hint about cancellation charges.

Are you saying that your hotel is not offering food or drinks at all? 

daffas6688

Cant see how they can charge any fee for the flight being changed , as I didnt do it, the flight company did. 

lisyloo

You should not cancel. If you cancel then you may be subject to charges for cancelling.
You should have them cancel and then you will be entitled to a full refund (not fees or insurance).

Why do you think it’s unfair that prices have gone up in the last 8 months.
is the £300 for 4 people for 2 weeks? So £300 total?
we don’t know what % that is but there are justifiable reasons for price increases recently.

if you don’t like the new price to the point you’d rather not go then don’t go, but it’s important that you make them cancel (because they cannot fulfil the contract) rather than you cancelling.
the situation is entirely different if you cancel rather than them.

If you don’t want to pay the extra then demand they either provide you with what you paid for (and they need to put in writing they’ll reimburse all meals) or that they cancel, but demand a swift answer.

how did you pay?

i totally sympathise with the stress of the situation. They should be helping not making it more stressful.

daffas6688

Its £300 in total for one week. On top if the all inclusive package I paid at beginning

daffas6688

Foolishly I paid by debit card . I just paid in installments and forgot about advantage of using a credit card