On a dream christmas holiday to Miami in Dec 2012, we had paid a significant supplement for a balcony room with a sea view. On arrival at our hotel, what we got was a a room overlooking the carpark, without a balcony, not exactly our Miami dream!
After the first night hotel found us a balcony room, but it meant that 2 adults had to squash into a double room with our 2 strapping lads. Again this was not the larger Queen room we had paid for. Once we were back home, Thomas Cooke have refused to refund the supplement or any kind of conpensation. Their customer care service is appalling, and took 2 months to even acknowladge our complaint, let alone deal with it. It is still unresolved as we have heard nothing further from customer service department, the only communication has been from the Travel consultant, who although has been polite, she does not deal with complaints, nor has the authority to resolve this for us. I would never use Thomas Cooke again, they take your money but you dont get what you paid for. They do not pay attention to detail and their customer care is non- existant.
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