Thomas Cook defends claims of ‘sunbed stampede’
Thomas Cook has defended claims that guests stampeded to sunbeds at one of its hotels after being locked in until after breakfast.
The Higson family claimed crowds gathered in the Best Hotel Playa De Las Americas every morning during their holiday before rushing to get sunbeds as soon as the door was opened.
They also said that chains were used to keep holidaymakers in and fire escapes were blocked at the hotel in Tenerife.
But Thomas Cook has denied that chains are in place across all the doors and said holidaymakers are told on arrival that the pool area does not open until 9am.
A spokesperson for Thomas Cook UK & Ireland said: "We were sorry to hear about the Higson’s concerns following their holiday at the Best Hotel Tenerife.
"We would like to reassure them, along with other customers who are due to stay, that we have investigated their claims with the hotel and are fully satisfied that the procedures they have in place are for the safety, well-being and protection of all guests.
"The pool area is thoroughly sanitised every morning between 8 and 9am, when the pool area is temporarily closed to guests whilst this is undertaken. This closure is as a health and safety precaution and to maintain hygiene levels until the pool re-opens at 9.15am.
"As the Higson’s did not contact us during their stay or once they had returned home, we have not been able to address their concerns with them directly."
Mrs Higson, who sent video footage of the crowd one morning to a national newspaper, said: "Apparently the no access rule is hotel policy and staff enforced this by locking the doors to the outside area and blocking the fire escapes with bins and chairs.
"When the doors are opened there are up to 300 people at a time piling out with no care other than getting the best seat possible. "
In a message on TripAdvisor the hotel said: "The pool area is closed during the night until the morning to be cleaned and to prevent reserving sunbeds from early morning without being used.
"However, there is no fire escapes blocked and there is no risk and no need to queue up, as there are more than enough sunbed for all our guests around the pool area."
Diane
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