Written on: 06/12/2012
WORD OF WARNING: only pay for an upgrade when you reach your accommodation.
We upgraded on our initial booking to a upper level sea view room costing an additional £126. On arrival the view from room 101 at The Island Hotel in Gouves, Crete was obscured by a large tree immediately outside. The hotel reception appeared not surprised when we complained and only offered as an alternative a standard ground floor room facing the swimming pool complex. Apparently although you paid to upgrade, in their terms and conditions they say sea views could be obstructed by trees or buildings, surely they should be aware of this, also this was never mentioned by the staff in their shop when we booked. We had to spend another 280 euros to get a half decent room, all in all a very expensive holiday due to Thomson not reinbursing us with the initial upgrade fee we had paid in advance.
The shop complained on our behalf but this had no effect, recorded documents were sent by us to Peter Long the CEO of Thomson regarding our complaint but todate no response. ARE WE SURPRISED??
Never again there are many more companies to deal with, first and worst After Travel Customer Support I have ever had the misfortune to deal with.
Ps. Just been to Venice with CITALIA, just wonderful, they even contacted us on our return to check everything was ok. THOMSON take note!!!!!!
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