Thomas Cook

1.00 stars

67 Reviews

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MRS J's complaint against Thomas Cook



Value for money, 5* hotel more like a 3* hotel.

Complaint against Thomas Cook

I booked an all-inclusive holiday at a Thomas Cook shop costing £8035.73 for myself, husband & two children travelling to Paphos, Cyprus staying at the 5* Azia Resort & Spa. On arrival it was quite obvious this was not a 5* hotel, after booking in and collecting our keycard we went to our room opening the door we was confronted by a semi naked lady in the room, the occupants had extended there stay! Back in reception we were told we would be upgraded to a junior suite, while waiting for this room to be prepared we were directed to the snack bar, which consisted of three almost empty trays of chips, onion rings & spring rolls, not the 5* star snacks we were expecting! There was a snack menu containing burgers, wraps, salads etc but we're told we would have to pay for these! (all inclusive don't forget) We were then showed to our junior suite containing 3 beds & a 2 seater sofa (not a pull down sofa bed just a sofa). We asked every day for another bed and were promised it would be delivered, it never arrived! eventually we were told that a junior suite had to have a seating area if they gave us another bed they would have to take out the sofa, then the room would not be a suite! Moving on to the dirty balcony our seaview was completely covered by a palm tree, the Jacuzzi was dirty (it was emptied, re-filled but never cleaned) mould was growing around all the filters! Fruit fell on a daily basis from the palm tree but the balcony was never cleaned! We were later told if we had asked it would have been cleaned (5* hotel should we have to ask for things to be cleaned?) At this point went to see the Thomas Cook rep to asked to be moved to another hotel (Thomas Cook guarantee says if you're unhappy with your hotel within the first 24hrs they will move you to another hotel or fly you home) there was no availability at any other hotels & they couldn't fly us home with our money back as we were booked on a flexi holiday (unbeknown to us!) We now understand a flexi holiday is where Thomas Cook take you money then book the cheapest holiday, flights & transfer they can find through other operators & pocket the excess money! Having no choice but to make the best of a bad situation we then had a look round the 5* Azia Resort & Spa, the beach was just sand on top the rocks 50 feet above the sea with no way down to the water, the advertised "Teen Only" club let anybody of any age in (my 15yr old son doesn't want to play with 7yr olds!) The delectable cuisine was repetitive & inedible served in a very dark dining room (so you can't see what your eating I presume!) We ate out most nights after the first encounter! Speaking to others & listening to them complain constantly to the Thomas Cook rep about their holidays not being value for money (most had paid £380 per person for the same holiday as my £2000 per person holiday!) made me realise Thomas Cook had royally stitched me & my family up!! All I ask for is value for money & this holiday fell well short of the money I paid. My daughter (many nights me) having to sleep on a sofa, the food, the facilities, the cleanliness of this hotel were not 5* The resort website & the Thomas Cook brochure are I believe guilty of FALSE ADVERTISEMENT! I was offered £900 euros by the Hotel marketing manager if I would sign a disclaimer & not show the photographic evidence I gathered over my stay. Thomas Cook has offered me a paltry £200 refund. It was the most stressful holiday I have ever had, spending most of my 10 days complaining to the rep & hotel management.

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