Any advice please

[Guest]

Hi I have booked with Thomas Cook Signature a 4 bed Disney area superior deluxe villa. At the time of booking I was told I would get the villa address 14 days before departure. We need this because my son needs oxygen and to get this organised over there we need the address of where we are staying.

This however has not happened and we leave next Monday 14th Oct.
All they can tell me is that the management company is Hotel Beds and they will not allocate us a villa until Friday at the earliest.

We have been fobbed off before saying we would get told the address yesterday and now its changed to Friday.

This was not booked as a aoa holiday as we already explained our situation with them about needing the address for the oxygen supplier or we would never of booked with them.

Any advice would be appreciated.

[Guest]

Could the management company take delivery of the oxygen for you? That may be easier than trying to organise a delivery at short notice. Either they could delver it to the villa for your arrival or you could collect from them if you need to check in there to collect keys or alarm code etc.

[Guest]

Hi thanks for your reply. It looks like that is the only thing we can do. We have been in touch with the oxygen company since we booked the holiday but were waiting to give them the address of the villa 14 days prior to departure like we had been told from TC.
I am just so annoyed that what Thomas Cook promised me and I had the privilege of paying for is not happening.

[steve@mac155.f]

Have you contacted Hotel Beds to explan the situation and see if they can give you the address.

Steve

[Guest]

Yep Hotel Beds are well aware of the situation but have said Friday at earliest for address. They already had said we would find out yesterday but changed this to Friday now.
The manager of my local branch of Thomas Cook has been very supportive and is trying to get this sorted out as she feels badly about us getting wrong information from Thomas Cook Signature Holidays.
I was already apprehensive about Hotel Beds due to hearing about and reading about the bad reviews so now instead of being excited and looking forward to our holiday am filled with apprehension.

[steve@mac155.f]

This sounds like TC have charged you a premium for booking named accommodation but in reality they have booked aoa, as the MC would know exactly were you were staying if it had been booked as named accommodation.

Sorry but it looks like you have been short changed by TC.

Hope you get sorted.

Steve

[Guest]

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 .

[sotagals]

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.

[Guest]

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.

[Guest]

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.