Thomson Holidays provides flights (for thomson fly, see thomsonfly.com), hotels, cruises, package holidays, villas, car hire, city breaks and ski holidays. Their holidays are further split by Premier Collection (4 & 5 star hotels), A la Carte Holidays, Gold Holidays (for couples), Small & Friendly Holidays, Sensatori Holidays (5 star luxury resorts), Platinum Holidays (Affordable luxury), Family Holidays and BeachClub Holidays (Sun, sports and spas).So for hotel reviews from Thomson you have come to the right place!
written by on 18/02/2018
Thomson do not care about their customers once they have your money. Following not such a great yet very expensive trip to Lapland (be warned half the price if you book online/local agency and you get far less for the money. Having written a complaint, (2 months ago) I still haven't had a reply/explanation/apology nothing. Will not be using Thomson's TUI ever again.
written by Wheelerqz1948 on 07/01/2018
After spending £3,000 on a holiday to Mexico at the Royalton Riviera Cancun, we found out that if we wanted to stay in the adults only section of the website and use the adults only swimming pool, bar, restaurants, parties etc, we actually needed to book what TUI shows as a separate hotel “Hideaway at the Royalton Riviera Cancun”. I’ve been checking this since I’ve found out about it and it is either £1pp or £9pp more expensive for the entire holiday. So I called TUI thinking they would be able to change the booking over and they wanted over £200 to change it. Having explained to the person that it wasn’t clear on their website and that it’s under £10 difference, I was told point blank that they wouldn’t do anything. I asked if there was another team I could speak to and was told no. I said I’d like to complain and was told their complaints team doesn’t speak to customers. I eventually got put through to the person I dealt with in TUI’s Escalations Team. I explained the situation again thinking it would be just a quick, “oh yes that does seem a bit unfair, I’ll override the system and charge you £18”. Instead, she was rude, confrontational and demonstrated what I’ve probably found to be the worst customer service I’ve ever experienced. What really surprised me was that the person I dealt with had no manager (she said they self-managed themselves) and there was nobody else to complain to. I asked if there was an ombudsman I could complain to and she said there was but she wouldn’t give me their details or tell me who they were no matter how many times I asked. I wasn’t at a computer at the time so I even asked her where on the website and she refused to say. I still haven’t found it but think if it’s not ABTA that they’ll be able to point me in the right direction. Amazed by the lack of customer service, I asked informed the person I dealt with that I would like to raise a subject access request to see my notes and have a copy of the call. Again, she said TUI wouldn’t help with this and that if I wanted to conduct an SAR, I would need to speak to the “obadsman” as she pronounced it. I used to rate Thomson and booked with them every year. Seems like the rebrand means they no longer value customer service, or train their staff. I don’t know about the Ombadsman but the failure to provide information on how to raise an SAR isn’t in keeping with the DPA and now that I’m so wound up about the whole thing, I’ll also be contacting the ICO to complain. Moral of the story TUI: - have a clearer website that explains how “adults only” sections need to be booked. - train your staff on Customer service and regulatory compliance - be fair to customers - invest in some management You must be losing so much custom and wasting so much time trying to resolve mundane complaints which your staff have made 10x worse. Now to try and find out who the ombudsman is and see if I can get this poxy holiday sorted before we get there on Wednesday.
written by Triciathefirst on 04/12/2017
well what can I say. From the Manageress down, these girls go above and beyond, to make sure every little query is dealt with in the most professional and speedy way. Within seconds of my initial phone call, which may I say was handled brilliantly by Bernice, my queries had been sorted and an outing we were planning had been expertly dealt with. Can highly recommend to everyone wanting a speedy, polite, efficient experience. Use the best and you will get the best.
written by O'Sullivan1967 on 06/11/2017
Over the years we have enjoyed forty odd Thomson (mostly Gold Hotels) holidays. Tui is of course the new brand name which judging by the difficulties I experienced trying to book,make a second payment and engage with their support operatives you are definitely in need of a holiday at the end of a convoluted process that includes failure to recognise booking reference numbers changing flight times and a refusal to accept a payment hiatus.We choose two or three holidays a year but this ridiculous rigmarole ensures we will not put up with their shenannigans ever again.We will stay at home and count our money as it will save us £10k a year and no stress not to mention travel fatigue exacerbated by airport security delays and uncivilised flight times.
written by tony2107620 on 19/10/2017
Just returned from a fantastic week staying at the Logamonte hotel, Alcudia. I cant recommend the hotel enough. The rooms were clean, spacious, and expertly attended. All of the staff were friendly and helpful The food and the organisation in the restaurant was the best we have encountered on an all inclusive holiday, simply 5 star. The entertainment ensured adults and children alike were catered for. Superb holiday, thank you Tui. Looking for next year already. Best wishes
written by Ashlynnp1983 on 16/10/2017
From the start to finish, Thomson or Tui are just not interested in the customer. After using them for ten years, I will no longer book with them. They should be ashamed.
written by rogerhearmon on 10/10/2017
I have just returned from cala font hotel cap salou and enjoyed every minuet of it . the hotel was excellent and special thanks go to the young lady who looked after us. i mean of course the Tui rep she was wonderful nothing was too much trouble and would strongly recommend her for rep of the year well done and thanks T U I for a wonderful holiday.just a small point not good for people with walking problems
written by BeardyK on 17/09/2017
Booked a cruise and hotel with Thomson. For the second year(I wanted to think that the first year was a genuine mistake) I have booked a hotel with a bath(the lady likes a bath) and arrived to find that I do not have the suite I paid for. I could even forgive that, if it wasn't for Thomson refusing to even acknowledge that I booked it(even with photographic evidence to prove it). On the cruise part of our holiday we found ourselves dining with three other couples. All of whom had asked for a double bed in their cabin. And none of whom had got them. Every issue was met with a delaying tactic where nothing can be done for 24 hours. And before you know it your holiday is half over. The method of refusing to deal with any complaints is rife within the holiday industry, and TUI seem to be the masters of this. Yet another previously good company comes under the TUI banner, and turns it's "valued customers" into statistics to be exploited. The top half of a J looks like a T The bottom half of an O looks like a U The left side of a B looks like an I. Want half a JOB done. Talk to TUI.
Written on: 25/09/2017
We had similar. Took ours to abta. They are complete waste of time. Thomson not interested. Shocking service
Written on: 25/09/2017
We are going through resolver.com
We have given them every opportunity and, just like everyone else, are being ignored.
We escalate to ABTA next week.
I gather that they love to ignore everyone and just hope that they go away.
Such a shame because Thompson used to be a really good company.
written by 253Clarke on 27/07/2017
I can't believe how much Thomson's have gone down hill. I have been in to my local shop to enquire about Visa's for cruises to Cuba. Firstly, I apologise so much for walking into the shop and making them actually doing some work. The 2 members of staff that were there gave me different answers and both said 'I think'. 'I think' isn't a good enough answer. They should have known the answer or at least found out the correct answer. I have also called their call centre on a number of occasions and sent messages via Facebook. No one seems to know what they are doing with any questions asked. They don't care, they just give random replies. It's a good job that the staff on the cruise ships work hard & provide excellent service. It's time to give the TA staff proper training and all be giving the same answer.
written by Oswaldtwistle on 23/07/2017
Booked a flight with Thomson. Tried to check-in online 6 days before flight. This is a copy & paste from their website..... 'If you’ve bought Select Your Seat or Extra Space, Extra Legroom or Premium Seats, you can check-in online from 14 days before your departure date - and if you haven’t done so already, you can choose your seat numbers. • All other flyers can check-in online from 7 days before departure and will be automatically allocated standard seats at this time -although they can be changed at a charge.' I could not book in - got a pop-up saying I could only book in at the airport. I always travel light to avoid airport queues. Spoke to customer services - got a load of GARBAGE about online booking being limited as they often need to shuffle seats immediately before departure. I pointed out the wording from the website and the fact that I was travelling light. She effectively said 'TOUGH'
written by 263MacDonald on 22/07/2017
Booked us the wrong car, didn't give us acheck out time, no directions to our villa, no help from there reps whatsoever unless you are willing to give them extra money. 100% avoid booking with this shambles of a travel agent.
written by DeanBillington on 19/07/2017
Seriously go somewhere else, use a travel councellor, use anyone other than Thomson. We've paid over seven and half thousand pounds to Thomson at the Fort in Birmingham for our holiday to Disneyworld. I've had to doorstep them twice to find out basic information, because THEY WILL NOT ANSWER THE PHONE. They are only interested in sales, once they have your money, they are not bothered about dealing with you. I asked why they don't pick up the phone, and I was told that they are too busy dealing with new customers. Essentially 'new customers only'. The only time we've been proactively called by this company is when they are trying to sell us other things, like currency, or excursions. I have raised a complaint with the Fort, to no avail, I have raised a complaint to Thomson head office, they haven't even had the courtesy to respond. I've had to use a third party to help me understand what is, and what isn't included in the package we've paid for. When Thomson go bust, which is pretty much guaranteed with reviews like mine and the thousands of similar reviews, they will only have themselves to blame. I tried to cancel the holiday with them within weeks of booking it over a year ago and they tied me up in contract terms, meaning I couldn't. Fortunately we've been put in touch with a Travel Councellor, there's lots of them about, but I've never heard of them until this holiday, and they are brilliant, they've really helped us out. We've booked a day at Discovery cove swimming with the Dolphins through them, it was really easy, and a very personal service. Seriously book your holiday with Thomson and you risk spending weeks trying to sort it out. We'll never use Thomson again.
written by Abagailg259 on 11/07/2017
bo. HSVEok holiday nearly £5500. TRY TO RING RE BOOKING 2 HRS LATER STILL LISTENING TO RINGING TONE HAVE BOOKED BEFORE FLIGHT GREAT BUT TRANSFER FROM HELL. NEVER AGAIN= KYONI IN FUTURE
written by geekxox on 04/07/2017
I have just come back from a holiday to Rovinj in Croatia. After having a really bad experience with Thomas Cook last year, I vowed to never use them again. This is my first time booking through Thomson and I must say, I really couldn't fault it. The travel agent was very friendly and we went in with no idea of where we wanted to go just what we wanted from our holiday and she really did deliver. Of course there is always room for improvement but overall I have had a fantastic holiday and the whole service has been great start to finish. I will definitely be using them again. Also, Croatia and Hotel Istra is stunning.. i would love to go back!
written by on 20/06/2017
after 5 visits to this hotel,very disappointed standards have dropped greatly,cleaning around pool area and rooms leave a lot to be desired,also policy seem to be charge half boarders for everything,fridge hire 4 euros x 14days nearly cost of new fridge,safe 2.25 per day,wi fi 19 euros per week, clean towels 1.95 per change,seems to be subsiding fully inclusive guests.need to refurbish this hotel soon as possible as some rooms small.
written by on 17/06/2017
I have never experienced such bad service. Every e mail you send they reply with standard terms and conditions. If they ask you a question and you reply your e mail is then not again responded to for 72 hrs. I have always booked and been happy with the service over many years but having just been re directed on a repeated call to Africa from uk with call charges I am very despondent. They also don't appear to be up to datecwigh what is happening in their currently advertised hotels
written by Camdenw472 on 17/06/2017
We have just returned from Cuba 25-05-2017 - 08-06-2017. We stayed at the Grand memories Resort which was great and all the staff including the Thomson reps were amazing. We travelled as a group of nine age range 23-70 and haven't a single complaint except for the service on the Dreamliner. I'm sorry to say not all but the majority of staff were rude and unfriendly especially on the home bound journey. Getting even a drink of water was difficult let alone an alcoholic one. There was no choice of menu and we were almost landing by the time we got a small roll and scone for afternoon tea, hours after our lunch. We tried to purchase duty free on the outbound journey - 2 x sets of sunbed pegs and a lipstick set but were told none were in stock. That's £35 of sales lost!! On the home journey drink supplies (cans beer/cider) had run out so advertising 'complimentary drinks' especially when it's on ration on the outbound journey is false advertising. Six weeks previously we travelled with Virgin Airlines and there is no comparison in the service. Their staff are trained to treat the customer with utmost care, the Dreamliner staff didn't even welcome us on to the plane they just stood chatting. I'm sorry to have this moan as we really did have an amazing holiday but I felt I just had to highlight what a disappointment the Dreamliner experience was, except for the flight deck crew they were very welcoming and informative during the flight.
written by Robinson275 on 17/06/2017
Please please please do not trust these people with something as special as your wedding day. The staff are lovely when taking your money but will lie through their teeth and withhold important information only to be rude and unhelpful when problem arise. The phrase the customer is always right isn’t something that Thomson has heard of and the staff will do everything in their power to blame the customer in order not to part with any money. When we booked our wedding to Costa Rica we were sold a beautiful all-inclusive holiday with the promise of extras such as upgrades and extra cases to be added later on but when this time come we were told we could on upgrade if the whole party upgraded and we could only pay for an extra 5kg per case (we already get 20kg and you are only allowed 23kg per case). Not only this but the worst part is that when booking the holiday we openly spoke about our future plane as you do and that we would be trying for a baby straight away It wasn’t until 4 months later that my partners brother came back from Cuba and his girlfriend fell pregnant that the Zika Virus was even mentioned to us. I contacted the NHS straight away and was told that we would have to wait 6 months before even trying which was not only a blow to us but my fiancés sister who has been trying for a baby for a while. When I contacted Thomson and said surely we should have been informed about this they didn’t acknowledge the query and just said we could change the destination free of charge or get a doctor’s note and a full refund would be given not an apology for not bringing it to our attention or anything as courteous as that. After thinking this over we decided that we couldn’t do that to our guests and by this time we had our heart set on Costa Rica so decided to put our own planes on hold Unfortunately my partners sister is not in a situation to do that and decided to pull out of the holiday. I went into store on 3 separate occasions to clarify exactly what needed to be done and every time was told the same thing “ get a doctor’s note and a refund will be given” . After paying £35 for the letter my partner and I then went back and was told they would not give a refund for the deposit as it was not their fault. I’ve checked all my paperwork that I was given when we booked an there is NOTHING on there regarding the Zika virus. If we were told about this at the beginning we would have never booked and since then we have been sent on a wild goose chase to get this resolved with the result being passed from one rude unhelpful staff member to another. The whole thing has been one drama after another and the most stressful thing I’ve done we booked through Thomson because they are a big corporation and we thought it would be the most stress free option, turns out because of this reason they now think they can fob people off with no come back. I will not be dropping this anytime soon not will I be booking a Thomson holiday again!
written by on 16/06/2017
cant complain about the holiday itself.. it was actually grand once I got there. But thompson contacted me 2 days before departure to say there would be significant building works going on at hotel. I then spent an entire day on and off the phone to customer services trying to get the holiday swapped.. which they wouldn't do unless I made up the majority of the price difference (which was astronomical so close to the departure date). I argued that they should have known about the planned works before now, and that i should be swapped into a similar standard of holiday at no extra cost to myself. But they refused. I was offered a refund but not guaranteed to have funds back in my account in time to book with another holiday company for my planned dates. so basically i was backed into a corner and had to proceed with original holiday. Then bizarrely when I arrived at hotel there were no building works going at all and the hotel staff were perplexed as to why I had been told this! Instead of looking forward to a well deserved break, I spent the run up to it worrying that we were heading to a building site! It really put a dampener on the holiday and I will NEVER book with Thompson again as they treat you with total contempt if there are problems, and will never admit if they are at fault and have integrity to rectify these problems - once they have your money they don't want to know. Choose another company!!!!
written by 395Anderson on 02/06/2017
my husband and I just back from a week in santa eulalia. We stayed in the the Cala hotel. Beautiful hotel, well placed and staff really friendly and helpful. I would have no qualms in recommending this hotel and this part of Ibiza; very family orientated. Plenty of places to walk and explore. Please do not turn it into another S.Antoni!!
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As rated by our community of reviewers
Zooky51's Comment
Written on: 10/01/2018
I quite agree there customer service which is in South Africa is useless not sure what can be done.I've been struggling since August 2017