Thomson Complaint - Resolved, but...how?

Just to thank Andy for giving me the motivation to take Thomsons to court! They have tried to fob us off with £200.00 compensation - they ruined our holiday, neither of us really enjoyed the week (apart!)They wouldn't fly us back, they won't apologies and that's the real problem - they think they are above mistakes and can run a business that is supplying peoples dreams and they fail to keep their side of the contract!

This is our complaint letter :
To Whom This May Concern
Would you please acknowledge the following as a letter of complaint and act accordingly.
Dear First Choice/Thompson Holidays
On May 27th 2009 the above parties booked & paid a deposit for a family holiday to Les Oranges Hammamet Tunisia, on the First Choice Web site. This was booked after lots of investigation by ourselves, on recommendation from people whom had stayed at that hotel and after a tough year we were all looking forward and excited with the positive comments made about Les Oranges Beach Resort.
On July 19th 2009 we were requested to pay the remaining balance on our holiday which we did as soon as we were alerted.
On Monday 7th September 2009, 8 days before our departure date, Mrs A Ash of Party ref : 321990 (mother of both parties) was rushed into hospital, we as a family had a stressful time not knowing whether she or any of us were going to be able to have our holiday. On Thursday 10th September 2009 it was confirmed by the consultant that Mrs A Ash was not fit to travel & that Mr M Ash of party ref: 3121990 her husband & father of both parties would have to stay to care for her, should she be discharged at anytime in the following days or weeks to come. We alerted your company on the same day that unfortunately Mr & Mrs M Ash would not be travelling, as you can imagine this was distressing for all concerned.
On Friday 11/09/09 2 days before our departure date & less than 24 hours after we had spoken to your company. Mr M R Dawkins ref: 2014/89393 received a call from your company saying they were but sorry but they had to change our hotel & that we would be placed at the Nebuz hotel in Hammamet due to your company over booking Les Oranges, he was both shocked & dazed by taking such a call just 2 days before departure, after being woken from doing a night shift, but he alerted both parties whom were at work. After checking reviews on the Nebuz hotel we were not only horrified by the comments but felt also that the hotel did not offer the same facilities as Les Oranges & both parties felt we had no choice but to take time out of work & go to our nearest Thompson office which was in West Bridgford Nottingham, fortunately all our employers were sympathetic to our plight & allowed us to do this after such a stressful week, we could not believe this was happening to us.
We were delt with by Emma (which we would like to add is a credit to your company) she got on to your customer service team & spoke to Karl & raised our issues with him at first they were not going to do anything about it but then it was agreed to upgrade us to a 4 star hotel with matching facilities to Les Oranges, but We would have to PAY, once again we said we were not happy about that, we said we understand in the small print you state that you can change the details of a holiday but surely NOT 2 days before, we can not believe, that it has only come to light that YOUR company has allowed this fault of over booking to take place. They then said that they would agree to go halves with us, under duress & after being at your office for over 2 hours we agreed to this, the extra cost was £81.50 ea person. After looking at Which Website it would seem you should have offered us a upgrade FOC see copy attached.
We ended up at the so called 4 star Thalassa Sousse Hotel in Sousse & party ref: 2014/89393 whom had girls aged 15 & 16 had to have 2 rooms (which was NOT what we wanted) where as they were in a family room at the Les Oranges. We left your office exhausted, disappointed & feeling as if we had been robbed of our holiday we were so looking forward to.
We arrived at the Thalassa Sousse just before midnight & we set our minds to make the most of it despite what had happened to us. We were told by reception to go to the American bar where we will be able to get a drink & something to eat. This was a small bar we queued for drinks for approx 20 minuites & when we got them we were given warm flat coke in a glass 2 inches high & there was 2 platters with a few sandwhices & cakes on that did not look appertizing. Sadly this was the sign of things to come & we would like you to note the following:

1. There was NEVER enough glasses or even plastic beakers to serve customers, bar staff were taking your orders then collecting enough dirty recepticals, quickly rinsing them to give you your order, they constantly stank of aniseed what ever dink was in them.
2. The choice of alcohol was limited there was no vermouth, brandy, liquoures, set [censored]tails (THESE CONSISTED OF WHAT EVER CAME TO HAND) locally produced or otherwise. What alcohol was offered was watered down (admitted by staff) & tasted awful. At one point we were told there was not even any white wine left mid way through the evening.
3. You were not able to get a basic hot drink in the pool bar area which was open until midnight, after 5.30pm & when you could, the machine was often broken. There was often either no cups, sauces, spoons or all three, they were cutting straws up to use to, as spoons for stiring hot drinks so when it came to wanting straws for cold drinks there was not any left.
4. Party ref: 3121990 room 152 after a few days had to report to reception the air conditioning wasn’t working 5 times (never did get rectified), there were light bulbs out in the room, that on getting out of the bath & using the hand rail for assistance, this came of the wall in your hands, we requested an extra pillow as only 2 in the room (we never got this either, we ended up taking one from the rooms of the other party members). Room 157 had to report that the shower head was not attached to the shower hose one day after cleaner had vacated & for 3 days were left to shower with just the hose before it was mended.
5. Party Ref: 2014/89393 Rooms 362 & 363 were next to the macerator so constantly stank of sewerage. The rooms flooded with rainwater every time there was a downpour. The rooms were never cleaned properly for days on end the same debrie would remain on the floor. There were items of clothing, sweets, cigerettes, toiletries TAKEN from the room. The cleaner in this row never once in the 2 weeks we were there cleaned the floor, one day she dropped a glass on the floor kicked it on the pavement in front of the door, left fragments of glass on the tiled floor in the room, obviously this cleaner needed to be dealt with, we complained but as far as we know nothing was done, she also stole things from other rooms, we found this out after talking to others in the same row!!!!
6. In the dining room there were never enough crockery glasses or cups ext & when there was it was often dirty.
7. Private beach was not kept clean there was rubbish, plastic bags ext floating in the section of seawater, this also applied to pathways around the complex. See attached photo.
When it got to items taken from the room we then said enough was enough and seeked out your rep Sarah who at first was very off hand, her initial response was “why didn’t you report this earlier”. We explained that we were trying to give things the benefit of the doubt (as we hoped it wasn’t our frame of mind due to what had happened previous) as we were not ones to complain, but felt this was the last straw, she then agreed to note some of our complaints. Please see reports enclosed. She said she would get back to us on all matters and she would also see that our request of paying to keep a room on for late check out would be auctioned. We didn’t see her, she did not seek us out to give us any feedback. It was only by chance of her passing us she enquired how we were getting on a few days later when we said things were not done once again she said she would get on to it! !
The day before departure in the morning we enquired twice with reception as to whether Sarah had arranged the late check out they said no!
On the morning of departure we enquired with reception (who was rude to us by ignoring us after queing) re the late checkout once again we were told nothing was arranged by Sarah, they asked us what room we wanted to keep on we asked for 362 but were told we could have 363 (just to be awkward we felt) we paid 60 dinars.
A couple of hours later we saw Sarah in reception she claimed she had sorted the room, she also said she would see about the broken glass & the lack of cleaning. This was of little relevance now as we were leaving that day.
We certainly do not feel that we were staying of had 4 star service from the Thalasso Sousse & we know other quests felt the same.
We have booked many Holidays over the years with Firstchoice & Thompson Holidays but this is the first time we have been left feeling extremely disappointed but most of all robbed.
We await & would appreciate your swift responce with some form of mantory compensation.
We would like to stress that the bar & waiting staff are not to blame. They cannot do their job properly if they do not have the tools to do so.

Have sent Thomson three recorded delivery letters since June, only the first was signed for! Still awaiting a reply even after quoting the Abta compliance legislation. Where so i go from here?

Please help

Hi, just read your posts. I took my family to a 4 star hotel in Grand Canaria last Nov/Dec. Both my children were unwell with a cough and tired. My son then became seriously ill and had to be taken to hospital. He was having a severe asthma attack! We did not know what was happening as he had never had asthma before. Getting back to our room we investigated and found our air conditioning unit was thick with dust and faulty. Complained at resort and in writing. We are now in September, my son is on inhalers, my daughter was diagnosed as suffering wheezy episodes. I asked Thompsons to confirm that they had checked all conditioning units in the hotel... nothing... no offer of compensation either... The legal person was on long term sick and someone else on maternity... so it has not been delt with. My opinion: life threatening negligence. As a result of my sons new asthma we have had to rehome family pets, including my cat which i had for over 11 years! In my opinion there has been no duty of care and negligence. The hotel Thomsons rep did not even know where the hospital was and said he wouldn\'t come with us because in his own words he would be no use as he didn\'t speak the language! What kind of representation is that?

I am utterly appalled at the treatment Thomson/First Choice provides to its PAYING customers. This recent case of Kendra and her fiance losing £4k is utterly dispicable This Thomson company pretty much STOLE and I repeat STOLE their money! Who does that?! No phone call, no letter of sympathy - this was their HONEYMOON! No compensation for their luck or even a credit applied to their account to please rebook their trip. Horrible customer service and I don\'t even understand why these people are still in business.

I checked out their website and it is full of overly stuffed white british men who clearly don\'t give a damn about stealing from the general public. Shame on you, Jane and Shame on THIS COMPANY! It\'s shoddy and you know it!