Shocking customer service

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Thomas Cook
★★☆☆☆
1.6
18.0% of users recommend this

Grahamgilllard's review of Thomas Cook

“Shocking customer service ”

★☆☆☆☆

written by Grahamgilllard on 04/03/2015

Book a luxury holiday to the xcaret hotel in Mexico feb-March 2015 costing 4k for 2weeks in the royal club part of the resort with thomas cook after a 12 hour flight and 1 hour transfer I arrived at the hotel to be told they had no booking for the me at the royal club I then had to prove to them what I paid for the 1st booking was for a junior suite which I upgrade 2weeks before to the royal club the cost for the upgrade alone was 539 pounds they then gave me a red wristband and I asked does this allow me to use the royal club was told no they offered deluxe room for the night a basic room costing 100 pound less then what I paid no access to the fine dinning private Beach private pool room service etc after spending the night at what I could say was a 18-30 club part of the resort load music over looking the main pool not the luxury paid for the following day I was moved to the royal club after much agurment I then contact thomas Cook my email to complain and because the hotel had offered a special dinner of lobster at 22usd which I refused as lobster not my cup of tea I was emailed back by Thomas Cook if I not happy with their findings got to abta and by the way that will cost you 261 pounds to complain how dare Thomas cook treat there customers in such a shocking way even there restort rep gave a letter stating I was due compensation due to there error shock Thomas Cook avoid them

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