Thomas Cook India — promised 3 star but was given a room in a home!

Address:

400076

I booked a trip to Scotland through Thomas Cooks Powai branch. In just one working day they increased the price of the trip, which was just from London To Scotland and back to London by 16K. We were pressed for time so agreed. While booking the trip, I asked for the name of the hotel in Portree at least 4 times so I could check it out online. Each time I was told it is a three star but they can’t give the name and their person in Edinburgh would give us the vouchers. Imagine our shock when the 3 star turned out to be a 4 bedroom home where two bedrooms were leased out. I sent a complaint to their MD and this is his reply.
Hi Ms. Patel,
We are neither swindlers nor are we a mom and pop store as you imply in your mail. I actually find parts of your email objectionable.
Having said that I wish to draw your attention to a couple of facts that you have either chosen to ignore or are unaware of.
Firstly post the rise in Oil prices and the demise of Jet Airways, airfares have increased sharply and consequently we had to charge you the additional amount to cover the increased airfares. As far as hotel in Scotland go, Highrise hotels as you see in India only to be found in a few cities and most hotels are family run.
Anyways I am asking my colleague Nawazesh Irani to assist you through the process and ensure that you have a good experience. Nawazesh is copied into this mail.
Well, how he is citing Jet Airways closure/fuel surcharges for the increased 16k is beyond us as the trip was from London to Scotland and back to London and the tickets and visa were done by us. No air travel was included as it was a train ride to and from London. Also how a four bedroom home in which two are rented out qualify as a family run 3 star is something only Mr Menon’s travel school could have taught. Though he said in the email that he’ll ensure a good experience, nothing has been done. Starting from beginning to end it’s been a nasty experience. Even the MD can’t be trusted.