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Written on: 25/07/2013

We are in the third day of our seven day holiday - all of which have so far been ruined, firstly by the disgusting state of the hotel and the poor level of accommodation and secondly by the complete failure of Thompson to become proactive in resolving this situation.During the day yesterday no one was available as all staff were on a walk! The woman on the overseas help line had tried to help as did a man last night, but she today has been verging on obstructive. Last night a meeting of the senior management of the hotel and myself awaited the arrival of the resort rep - who failed to turn up - sending instead his 18/19 year old hotel rep who is quite understandably completely out of her depth having only been here for three weeks.This establishment is in no way what an English person would understand as a five star hotel and your advertising seriously misrepresents the hotel and its facilities. The Elite Suites may be a higher standard but the main hotel is at the very best a poor three star. We are severely disappointed and this has been compounded by the failure of Thompson to have any meaningful dispute resolution mechanisms in place while one is away on holiday. I am informed that the only way to raise the issues is by using this form which is obviously far too late to rescue a disasterous situation and my poor wife's 60th birthday celebrations. The problems are too detailed and involved to list fully here therefore I would request that a formal complaints procedure be instigated forthwith. Enough to say broken and filthy toilets, milk jugs coated in old dairy fat, dirty rooms with filthy headboards, mould on the pool steps, broken electrical sockets, air conditioning that is not adjustable, "all inclusive" that ends at 23:30, filthy carpet in the reps meeting room. We have paid a five star price and received one star treatment from Thompson. What resolution there has been with the hotel has been achieved by three days of my efforts and the hotel management's good will, NOTHING at all has been done by Thompson. This is simply not good enough in fact it is an absolute disgrace and those rsponsible should hand their heads in shame.

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