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Shold i accept the offer from thomson or take it further

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I will keep my experience with Thomson holiday as brief as I possibly can.

 

My husband and I booked a week’s holiday for 2 in Lake Garda for w/c 25th June. My sister had flown over from Australia to allow me to go as I look after my 93 year old mum so I wanted this to be a holiday to remember. I paid £2108 for a deluxe room for one week, which according to the hotel when I e mailed them prior to booking was classified as a junior suite on their website.

 

When we arrived at the hotel the minute the receptionist showed us into the room I told her it was not a suite and was unacceptable. She insisted that it was what we had booked and could do nothing about it as our booking was through Thomsons. I argued that a room with a bed, bathroom, two bucket chairs and a small table was not a suite and, taking into consideration the appalling view of an old building with underwear hanging from the windows, I stood my ground and told her it was unacceptable.

 

As the hotel was full I was told that the only solution was to upgrade to a suite (not a junior one!) which would be available the following day at 80 euros a night. I told them this was impossible as we were on a budget and needed the money for any excursions we may wish to go on. At that she said she would contact the Thomson rep. She was lovely but her hands were tied so I asked her to contact her Manager so that a solution could be reached. I never saw the Manager and no solution was offered so reluctantly we stayed in the allocated room for one night and then decided to pay the 480 euros to upgrade the following day.

 

When we arrived home I wrote to Thomson on 7th July detailing my complaint about the room we were offered which they received on 9th July. No reply was forthcoming so I wrote again on 16th August requesting their comments. I received their reply dated 16th September in which they stated:-

 

“after double checking the details in your letter along with the information we have, we believe that the room you were allocated was in fact not a deluxe room as you had booked.”

 

By way of apology they offered me a refund of £192 – being half of the cost of the upgrade – an upgrade that I wouldn’t have needed if I had been allocated the correct room.

 

I was delighted to receive acknowledgement that I was right about the room and replied on 23rd September copying my letter to the hotel and the Managing Director of Thomson. I am afraid I do write lengthy letters but this is the most important part of it:-

 

You may be aware that the definition of fraud is:-

 

Knowingly cheating someone. Also for it to be considered fraud the person being cheated must not have known it was a lie.

 

I believe this is exactly how I was treated. I was allocated a room which I was assured by the Hotel was what I had booked i.e. a deluxe room and, as stated in my first letter, I had no way of contradicting this so reluctantly had to accept their word on the situation.

 

Now that you have confirmed that I was allocated the wrong room, I am writing to inform you that I am sorry but I am not prepared to accept your offer of £192. As I explained in my letter my holiday was severely curtailed due to the fact that I had to pay 480 Euros to upgrade to a suite. Now I have been proved right, I feel I am fully entitled to ask for:-

 

• A full refund of the 480 euros I had to pay for an upgrade.

 

• Recompense for having to sleep in an ordinary room on our first night when I had in fact paid for a suite.

 

• Postage costs currently standing at £7.85.

 

• Recompense for the time I have spent detailing this complaint plus printer costs.

 

• Compensation for being put through this ordeal. I presumed paying £2180 for a weeks holiday in Italy would guarantee me what I was looking for - a stress free holiday. Obviously not – I was not only stressed but ended up having to pay an additional credit card bill when I arrived home.

 

The reply was almost immediate, dated 30th September, where they have stated ‘that they would like to increase the gesture of a refund to 480 euros in order to close this matter for me. This does represent our final offer and is instead of the £192 offered previously.’

 

After all that my question is should I accept the 480 euros? I don’t want to as I feel I should receive at least some of the recompense I asked for. Is it worth carrying on or should I do as my husband says and take the easy way out and accept it.

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If you feel the amount offered does not compensate you then demand what you consider is fair. Details to them the amounts and the reasons for demanding that amount, in otherwords, give them a breakdown of the claim.

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This seems a pretty good result to me - they are paying for the full cost of an upgrade to a room superior to the one you booked. I doubt that you would get any more if you went to a small claims court. So I would bank the cheque and feel positive you forced them to make the full offer.

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Many thanks both of you for your advice. I am not happy with the total amount offered but life at present is stressful enough so I have decided to accept Thomson's offer. I am sure the situation will happen again and again but that was definitely my first and last holiday with Thomson.

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