Holiday Complaint, what should I do?

jo1sexykitten

I have already sent a letter of complaint to the big travel company we went with.

I just wondered what I should expect or what i should push for.

We went to the Riu, Ocho Rios Jamaica.

The holiday was one problem after the other. We had upgraded seats on plane. Ended up with an old plane each way. No seat back entertainment. Way smaller seats than we had paid for. The plane also was dirty on way there.

In resort, food was dreadful, one morning they ran out of food!

No towels in room, took two hours and four phone calls to get any. No apology from staff.

One evening we were laid in bed when someone came into our room. All the lights went out. My husband went to investigate and suddenly a woman started screaming. Front desk had given these people keys to our room on check in. We got no apology.

Staff were often rude, not the service you expect from a four star.

We did file a complaint in resort, and have written to company too. We at the minute waiting for a response.

Our holdiay really was ruined, i spent a couple of days in tears. A lot of the problems happened in 2nd week of holiday. We said to tour rep, if they had happened in first weeek of holiday, we would have asked to move hotels.

Any advice?

blindman

Have a look at HolidayTruths for advice.

Who did you go with?

jo1sexykitten

blindman wrote: »

Have a look at HolidayTruths for advice.

Who did you go with?

Wasn't sure if I could post who it was....

will send pm to you.

blindman

jo1sexykitten wrote: »

Wasn't sure if I could post who it was....

will send pm to you.

Of course you can..

May help others to advise you or tell others who to be wary of if they go to Riu, Ocho Rios Jamaica.

jo1sexykitten

blindman wrote: »

Of course you can..

May help others to advise you or tell others who to be wary of if they go to Riu, Ocho Rios Jamaica.

Ok! It was Portland, part of Thomson. It is exclusive to Thomson from UK.

Have never had any problems with them in the past.

This was an expensive holiday, so i'm super miffed!

Diamond_Olly

Thomson have to reply to you within 28 days according to industry practice. However this first reply might just be an acknowledgement and it might take longer to sort out. Did you book direct or through an agent. If you booked through an agent, your letter should be addressed to them for them to forward to Thomson (as they shouldn't deal with you direct)

Thought it must have been someone in the Thomson group because of the Riu connection.

maybe worth posting your thoughts on Tripadvisor.com as well under the hotel review. I know agents use this for up-to-date reviews when recommending hotels.

littlereddevil

I think you can only book through portland direct

jo1sexykitten

I tried to book through Thomson direct, but due to the upgrades we wanted we had to call thomson and book over the phone.

I have already had letter acknowledging receipt of letter. Saying will reply within 28 days.

jo1sexykitten

sorry meant Portland on internet, but had to call thomson and book over phone.

feclmum

have a look on www.holidaytravelwatch.co.uk they are brilliant at helping with holiday complaints,they successfully helped us sue first choice with the biggest group action against a holiday company to date!
thay did all the work for us which we wouldnt of had a clue how to do ourselves,cant praise them enough and they are a charity,if you want any more info pm me

jo1sexykitten

feclmum wrote: »

have a look on www.holidaytravelwatch.co.uk they are brilliant at helping with holiday complaints,they successfully helped us sue first choice with the biggest group action against a holiday company to date!
thay did all the work for us which we wouldnt of had a clue how to do ourselves,cant praise them enough and they are a charity,if you want any more info pm me

Thanks, this website it is really helpful.

I have already sent my letter and am now waiting on their response. As i didn't mention compensation in my first letter, am I too late to now request it?