Thomas Cook India — hotel booked was sub standard in singapore

Sub: sub-standard hotel booked by thomas cook for singapore tour package. Dear sir/madam, i booked land package for singapore from thomas cook from 01-oct-2019 to 06-oct-2019 for 4 members under thomas cook “tour document | file no:f[protected]| file name:sachin soni*4 | tour commencement date:01/10/2019”. Following members travelled to singapore from 01/10/2019 to 06/10/2019.1. Sachin soni male age 402. Bindu verma female age 393. Ujjwal soni male age 134. Satvik soni male age 09thomas cook executive shared me the itinerary which includes hotel details claremount with breakfast and when i checked the reviews for hotel claremount i cameto know the hotel booked was sub standard and almost 95% people not recommending hotel claremount because of poor quality and poor services. Some reviews are attached for your reference.8when i asked thomas cook executive to change the hotel then he told me that don’t goby reviews as thomas cook themselves check the hotel and services and based on that hotel is recommended to customers. When i reached singapore with my family, i found the hotel claremount is worse than expectation and infact worst hotel i have ever seen in my life. Hotel was very dirty and very poor services. Whitewash from the room was coming out and there was also coakroach in room (Pics attached) seeing the condition of hotel i shifted to another hotel boss with my family. I paid the hotel rent as follows (Details attached) hotel expenses: inr 61266 (For 5 days) breakfast expenses: inr 12000 (For 5 days) total expenses: inr 73266amount of 73266 inr are additional expenses incurred due to poor services of hotel.
Matter is also escalated as matrix mentioned below: 1st level : nilesh rai (8nilesh. [protected]@thomascook. In8) 2nd level : suresh iyer (8suresh. [protected]@thomascook. In8) 3rd level : sanjukta banerjee (8sanjukta. [protected]@in. Thomascook. Com8) 4th level : akhil singh (8akhil. [protected]@in. Thomascook. Com8) i called thomas cook executive from singapore again asking to change hotel as the condition of hotel is very bad and services was also very bad. I raised following query:1. I choose thomas cook keeping in view that thomas cook is one of the best travel company which will look after my comfortable stay during international travel so make this trip memorable for my family. So, what is the responsibility of brand thomas cook because i believe and trust brand and that’s why i choose and pay premier cost as compared to other travel companies.2. Secondly, when i told thomas cook executive before travelling that reviews are not good of the hotel claremount then senior person called me and assure that thomas cook team recommends hotel based on internal verification process and they confirmedthat the hotel claremount is good. What is are the mechanism and criteria of hotel selection so thatsame is offered to customer? Please let me know actions will be done thomas cook in case of poor quality and poor services.3. Thirdly, before travelling i asked again to thomas cook to change my hotel but they again assure that team has already verified the hotel and at that point of time change of hotel is not possible. Why thomas cook denied my request to change hotel even though i was agreed to pay differential amount.4. Lastly when i reached singapore and check-in hotel room clare mount, the conditionof hotel was pathetic and even worse than any budget hotel in india. I again called thomas cook and explain the situation then they said hotel is booked with prior information and you are responsible for hotel booked. You should go reviews and thomas cook is only advisor. I mailed the pics of hotel to thomas cook relevant team persons but no one seems bothered for customer issues.
It is the responsibility of thomas cook to make our journey comfortable but thomas cook was not bothered for anything as the payment wa already done. I feel that i am being cheated by thomas cook as i book hotel based on the recommendations of thomas cook and thomas executive is saying that thomas cook is only advisor and as they didnot owe hotel so thomas cook is not responsible for bad quality and poor services.@no one seems to bothered about customer issues and only blaming innocent customer. I am really very disappointed with8unprofessional and insensitive approach of thomas cook and claim to thomas cook the additional cost of inr 73266 and inr 100000 for whatever harassment my family had received because of thomas cook. Though the amount of inr 173266 is less as compared to actual mental stress whatever my wife and children received during that time but i expect to proceed with claim and proceed for payment.