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We booked a villa in Orlando Florida with Thomas Cook but when our confirmation came through there were no directions to the villa rental company Thomas Cook use in Florida.
We were told that they don't give out directions because the roads are continually changing. Not good enough!
Consequently, when we arrived we spent three hours driving around Kissimmee, in the dark, with two young children in tow.
We finally managed to contact the villa rental company and were able to find our villa,(despite being hung up on and then put on answer machine!).
I sent three emails to Thomas Cook Customer Services and received no joy whatsoever. Their rep tried to blame us by saying that they advise all customers to contact their offices 72 hours before travelling to obtain villa details but our confirm said 24 hours or 7 days prior (what confusion?). They absolutely refused to offer any compensation, for our extreme discomfort, at all.

I would advise all customers to check your confirmation very carefully before travelling to Orlando and iron ourt any discrepancies before you go or simply, avoid Thomas Cook altogether!!!

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United Kingdom