Treatment of Hoteliers by Thomson Resort Management

The following letter has been sent to Thomson: Americana Hotel Karaiskaki 14 Kos, Greece 85300 July 20, 2007 Customer Service Department Thomson Holidays Wigmore House Wigmore Place Wigmore Lane Luton LU2 9TN Treatment of Hoteliers by Thomson Resort Management Dear Sirs: Two weeks ago, I had an elderly (77 years) guest arrive at my hotel with her friend. This guest has been booking Thomson holidays for the last 30 years. She had put in a request for a low floor and adjoining room to her friend. Unfortunately my hotel has two single rooms only, one on the first floor and one on the second. When they arrived, I had one spare twin room on the ground floor. As she was not very mobile, I asked her if she would like to stay in this room for the week and then we would perhaps have to relocate her for the second week of her holiday. She happily agreed and her friend was moved into the first floor room. Later that evening, my last flight arrived and two people who I had no booking for, nor any other information from Thomson resort management, arrived on my doorstep. This was about 3:30 am. When I rang the holiday line, the lady I spoke to who was trying her best to be helpful, arranged to put them in a hotel around the corner until morning when the area manager would sort the problem. By morning, no solution was offered. By afternoon, no solution was offered. By late afternoon, the rep said that she was told that I had to put this lady into the single room and get the ground floor ready for the late booking. My hotel is on three levels. I have no lift. I had to move this lady up to the top level or I would have to pay to put the couple in another hotel for the duration of their holiday. I’ve watched this lady fight with these stairs everyday. I’ve watched her wheezing when she finally comes down into reception and I’ve watched the resignation on her face as she starts her climb up. It now approaches the time for these guests to go home. Unbeknownst to me, the couple who turned up without a booking due the incompetence of resort management has been offered a late checkout, by Thomson. A late checkout at my hotel is paid to reception and the fee is 25 Euros. No one asked me. The Thomson area manager just assumed that I would accept this. I told the rep that I would give them a late checkout if Thomson paid the 25 Euros. She said they would pay and then deduct it from my cheque. Given that I was not informed by Thomson resort management of the late arrivals nor of the arrangements made by Thomson’s resort staff for the late checkout arrangement I must protest at this arbitrary action by Thomson local management. To date I have had neither apology nor conversation with regard to this shambles, nor has the older lady (your guest) who has spent two weeks struggling up and down three flights of stairs. The increasing frequency of your blatant disregard for your contracted hoteliers is in fact quite disturbing, although given the seemingly endless incompetence of resort management and your reservations operation it does not surprise me, however I am amazed at your callous attitude with your clients, who I regard as my guests. This is my third, and last, season with your company. However, this does not concern me as I know that I will do much better with my business when Thomson is no longer associated with my hotel. What does concern me is the way in which you seem to have no regard for normal business practise and effectively get your way by bullying, which is neither professional nor an acceptable way of doing business in the 21st century. Sincerely, Chris Kordistos Proprietor *TravelMole would welcome a response from Thomson