No bar or reataurant open in my all inclusive hotel.

daffas6688

The price may have gone up in 8 months but so has my hotel . They have just swapped places from which was the cheapest. Mine was dearer than the one they may offer now, in January. Maybe because they are offering all inclusive and my ond no longer is. Strange the website knew but not the people answering my calls . The price I paid on top of what I could have paid for just the flight and room is about £800 , but with new cost for other hotel would make it £1100. I will give them until tomorrow eve to come up with an answer. 

lisyloo

We still don’t know whether that’s £300 on a £300 holiday or a £3000 holiday.

personalty id pay the £300 if the other hotel looks nice and just look at it as an unfortunate uplift due to COViD.
your other options are to force them to cancel or to go with the restaurants shut, either way will be quite stressful before, whilst you are there and after.

it’s very poor service.

have they give you any other options? What do they expect you to do?

lisyloo

Is there a store you can visit and ask the manager there to help you?

Westin

lisyloo said:

Is there a store you can visit and ask the manager there to help you?

No there won’t be. This is the ‘new’ Thomas Cook.  The Chinese conglomerate FOSUN bought the trading name Thomas Cook. It is just an online business now.

Pollycat

If the OP booked all inclusive and the hotel is no longer proving all inclusive, isn't that a significant change to the holiday he booked?

Here is Thomas Cook's T&Cs.
Thomas Cook | Booking terms and conditions

At #18.2 it says:
"Occasionally the Supplier may have to make a significant change to your confirmed Services, e.g. your board basis or meal plan is downgraded.

If there is a significant change to your Package Holiday:

we will tell you as soon as possible and if there is enough time before your departure, we will offer you the choice of:

accepting the changed Services and if this results in a Package Holiday of lower quality or cost, you may be entitled to a price reduction; 

rejecting the proposed change, terminating your Package Holiday booking and receiving a full refund of all monies you have paid; or

rejecting the proposed change, terminating your Package Holiday booking and taking an alternative one if we offer this and we will tell you how this may impact the price of your booking and any additional sums to be paid and if the alternative Package Holiday is of a lower quality or cost, you may be entitled to a price reduction"

So you agreed to the t&cs which say you will pay if the alternative is more expensive.

I think you either need to pay the extra or cancel for a refund (have TC given you the option of a full refund?)

There is something in the T&Cs about refund of insurance too.
"If the Supplier cancels or makes a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy."

Westin

The issue I think is that the Inter 2 Salou is more of an Apthotel with self catering studios and apartments that may of just offered a board plan upgrade to ‘all-inclusive’ or similar. It is not set up as a true AI hotel.  Perhaps only a few people booked this plan. 

The property is operated by Iberbrisa International. I suspect one of their other properties might be on offer as they consolidate food and beverage operations. Which alternative has been offered? 

The Aparthotel does indeed indicate that the Cafe Bar and Restaurant is closed until 31 October.

daffas6688

If Thomas Cook had notified us then I would still be waiting . They had no idea the restaurant was closed . I just discovered by luck . They spent a lot of time asking me how I knew and then getting me to contact hotel myself , before doing so themselves when I gave them the email most likely to get an answer . They haven't offered refund . They told me to pay balance and they would try and sort alternative.  Then they gave me task of looking for hotels myself . All but the only one was of similar price ( then to suddenly be £300 more) the rest were £ 750 to £ 1200 more.  And to have to find it less than 3 weeks before you leave is wrong 

lisyloo

You need to start pointing them to specific terms and conditions which Pollycat has kindly given, referring to this being a significant change.
Sometimes showing that you know your rights transforms a situation like this.
If you want the full refund then insist on it.

Do you have legal cover on your home insurance?
You may have a helpline to speak to a solicitor for free, but the terms and conditions are clear.
They should abide buy them.

If they aren't abiding by them then you need to get them to tell you why they aren't going to abide by their own terms and conditions.

Start keeping notes of calls, dates, times and names (Jon is not enough).
You need this in case you need to make a formal complaint or legal case down the line.
You might be able to get hold of transcripts but you need dates and names for that.
So get a notebook and keep records of dates, times, person and the essence of what was said.

Agree this is really really poor.