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“Customer satisfaction not considered”

written by kimirwin on 01/10/2015

I was not overly impressed on arrival at the hotel. Reception staff not the most pleasant. First 3 days thunder, lightning and torrential rain. Not hotels fault, but it made for staying at the hotel hard as there is nothing to do. Bar-staff and restaurant staff great and food not too bad although little repetitive. Cleaning staff had to be continuously told that there was 4 of us and not 2, as they kept just leaving 2 towels. They only seemed to come in and make the beds each day, certainly didn't clean the place.
As we were being collected at 10.30 pm and check out was 12 pm we were advised by the Thomas Cook rep to come the night before and get the room kept on. This I done, only to be told right away without them looking at the computer, not possible, that was said without eye contact and then went on the speak to someone else, rude. The next morning my husband went to try, again got the same reception.
Before check out we had the maid come in around 10.30 asking us to check out, to be told no, 12 pm. 10 mins later someone else came wanting us to check out so they could check the electrics, again told no 12 pm.
When we did check out, the Thomas Cook rep was at reception. A member of my party told him of our experience, mainly to do with the disappointment that no room was available for a few extra hours. He advised that there were 18 rooms of people coming in later this evening like ourselves, which was around 2 am in the morning. Once we stated that we only wanted it until around 5 pm he just shrugged his shoulders unwilling to go check for us. We advised him that we were unhappy with his attitude and lack of support to which he just shook his head and tutted.
I have traveled with Thomas Cook on numerous occasions and have never had any issues. All hotels have there issues, but as long as they are dealt with in a customer satisfactory way, that's acceptable, but to be shrugged of by reception and worse your travel rep, is not acceptable.