Lunn Poly/Thomsons Holidays- The Consumers Complaint List-In the Public Domain

How much background info should be given to a prospective customer when selling them a holiday?

Mrs Lewis writes to say she was horrified to find out that a hotel booked as part of their holiday package "had collapsed only 9 months before".

Following the booking with Lunn poly/Thomsons holiday in May 2001, the Lewis' were to later stumble upon this little bit of info on the internet site Holiday Truths

"I just couldn't believe I had been sold a holiday in a hotel that had collapsed only 9 months before."

Ms Lewis has sent in the following text Read here apparently from a newspaper report about the hotel's collapse.

"I believe I should have been informed and then allowed to make up my own mind. Needless to say we cancelled our holiday and booked another in Cyprus. But we had to pay for the transfer of the holiday which I wasn't very pleased about. When the agent from Lunn Poly phoned Thompsons their agent didnt know about the collapse. She had to ask a supervisor. But they still wouldnt give us a free transfer to the other holiday. They said the Hotel had been rebuilt and was safe. But why did it collapse before and who gives these hotels a safety check ?

Other lunnpoly/Thompson complaints: Link1 ; Link2

Editorial Comments

And still no response from Lunn Poly a month later.

" Dear Editor
I still haven't hear from Lunn Poly/Thomsons regarding the reason why they sold us a holiday in a hotel that had collapsed only 9 months previously. I would like some sort of explanation.
Regards Mrs Lewis.... 4 October 2001"

update on 17 October 2001
A response at last:
"We are sorry that Mrs Lewis felt she should have been notified about the previous collapse of the Hotel" See Right of Reply box. I think any paying customer would feel they should have been notified of the previos collapse even if, as lunnpoly says "the Complex were, after the incident, subject to, and passed, a stringent inspection by an independantly appointed structural engineer"

update on 26 October 2001
A letter received in the post from Thomson dated 12 October 2001 informs on one note that Thomson does not intend to respond to TCCL on this complaint, but then goes on to ask "could you advise under what capacity you are acting for the customer". They cap the letter with slap on the wrist for the customer: " We will be sending Mrs Lewis a letter asking that she fulfil her obligation to Thomson by putting her complaint in writing directly......."

Your comments are welcome.

Dear lunnpoly / thomsons when I booked my holiday with you I loved it the service was the best and the hotel was absolutely beautiful we had the right senery and everything it was the best holiday I have had for two years I will definately be booking with you in future thank you for a lovely holiday the kids loved it and so did we... Mrs Chaplin 24 January 2002
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I have tried and tried to contact Customer Services today to no avail. This is the second time I have had cause of concern regarding your Mitcham Branch, Majestic Way, Mitcham, Surrey

The young women in this shop are extremely rude, and have today gone out of the shop to cause trouble for me, this is just about the last straw, this particular young woman also has the tendency to stand outside either smoking her fag, or giving me looks of distain, this I fear has gone too far, and I would like an apology and will definteley take this matter further, this woman has even had the adacicity to shout at me in front of other customers, you can contact me on my home number which is 0208 286 8595, in the meantime I will endeavour to look for the last letter of complaint and try to make contact by phone. Your earliest response would, as you may appreciate, be welcomed.
Elaine Bush...2 September 2003