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Unread 8 Oct 13, 02:59 PM  
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#9
WindwardGal
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They often do not allocate until the day you arrive that's normal. Shame you didn't book direct with an owner so you knew where you were going .
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Unread 8 Oct 13, 03:58 PM  
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#10
sotagals
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I'd be on facebook & twitter with Thomas Cook - they sometimes get it together if you complain loud enough on there.

Obviously TC don't have proper procedures in place to pre-allocate villas and they have sold you a holiday on a promise they couldn't or didn't intend to keep.

Worst case scenario is you have to get the oxygen delivered to hotel beds but after that you can enjoy your holiday.

Be persistant with your complaints though - you have a legitimate greivance and they will be hoping you will just shut up and go away.
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Unread 8 Oct 13, 06:30 PM  
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#11
DisneyHils
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Thanks for your replies. Normally I would of booked a villa direct with an owner but with the situation being the way it is (needing oxygen etc ) I went with the advice from Thomas Cook who thought we would be better looked after if everything was booked through them.
I have been in touch with Thomas Cook every day and they know my concerns but just say the complaint has been lodged and I probably wont get an answer until I come back from holiday.
As you can imagine I wasn't happy with that answer as I need something sorted now.
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Unread 8 Oct 13, 06:58 PM  
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#12
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Thomas Cook have not given you the service you paid for and were promised so you have a legitimate complaint. Have you tried contacting them on Facebook? I was able to get a quicker response from them there when we had a problem getting through to their special needs dept.
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Unread 8 Oct 13, 08:24 PM  
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#13
DisneyHils
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My local branch where I booked asked me to write a letter of complaint and they would also write one to go along with it saying their concerns as well. It appears to be Thomas Cook Signature who are to blame.

I didn't realise they had a special needs department so maybe I should try that and see how I get on.

I phoned today and said how unhappy I was as I basically haven't got what I paid for and am going in tomorrow to speak to someone.

Does anyone know what time Hotel Beds closes as my biggest fear is that we get delayed with flights and they are not open for us to pick the oxygen up.

This is not how it should be days before we are due to leave.

Edited at 08:52 PM.
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Unread 9 Oct 13, 02:17 PM  
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Gee, that is not right that they lied to you about something so significant. Perhaps the management company, Hotel Beds, can make sure it is delivered to the home you are allocated and there waiting for you. I would definitely contact them. Knowing the significance of the issue, surely someone should work with you. Hope you get it all sorted and have a wonderful holiday

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Unread 9 Oct 13, 04:00 PM  
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#15
sotagals
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Just wondered if anyone as Thomas Cook or Hotelbeds had got it together to help you ?

Hotelbeds are supposed to be open until 10pm and you'd be pretty unlucky if you got there later than that although it can sometimes happen.
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Unread 9 Oct 13, 06:22 PM  
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#16
DisneyHils
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Things still the same unfortunately. I went into my local branch Thomas Cook again today and asked for an update but all they have said is they are emailing Hotel Beds tomorrow hoping to get an address by Friday.
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