TUI fail us after hotel contract was ceased in June 2016 - Complaint about Thomson - A Spokesman Said

TUI fail us after hotel contract was ceased in June 2016

Complaint about  Thomson  | AWAITING RESPONSE


Thomson

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No. 46 of 360 in Travel & Holidays

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Maria Noble

01/08/2017

TUI fail us after hotel contract was ceased in June 2016

Complaint about Thomson

All I can say is go very careful when booking with Thomson. I will NEVER be using them again. On the 5th June 2016 I booked a holiday online to Santa Ponsa to go next Saturday 5th August. On Monday I thought I'd email our hotel to ask for a higher room as it stated they had an amazing view. The hotel rang me and told me that they had no booking for us and they no longer have a contract with Thomson. I tried to call Thomson but was informed that they were inundated with calls and I needed to call back later. I then went onto live chat where I was informed there was no problem with my holiday. I was not feeling confident so went into a Thomson store (who were very helpful). They spoke to someone on my behalf after holding for over an hour to have it confirmed that the hotel had no longer had a contract with Thomson. They could not at this time offer me alternative accomodation as it was going through a process!! The rude lady from the program team could not tell me when they would be able to offer alternative accommodation. I was suppose to be going in 10 days!! I couldn't risk it not being the right hotel for us so had to get them to cancel my holiday. I have an Autistic son, so that is why I book along time in advance as it needs to be the right holiday for us! It's going to be a long 6 weeks!! I'm going to look into taking this matter further, but that at the moment doesn't help about how gutted I'm feeling! This is not the full story!!

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