Thomas Cook — Simply mauritius package

Address:	Ahmedabad, Gujarat, 382330
Website:	www.thomascook.in

I am writing this experience after going through a period of frustration and helplessness on a honey moon trip in mauritius, i trusted thomas cook for.

I had opted for thomas cook, for i wanted to be sure that my honeymoon trip was being organized by a global brand and had huge expectation that our trip would be a memorable one. But actually they cheated us.

They had promised us stay in a 3 star hotel, but in the last moment they changed that to a 2 star hotel(I have it in writing from company) which lacked even basic amenities - telephone extension, wifi, locker, hot water etc.
There was water leakage in my bathroom and few couples had even reported rodents in their rooms. When it rained, we had water all over our rooms' floor.

At the time of package booking, i had clearly told that we are pure vegetarian, but we were served non-veg in both outbound and return flights. Because the agent didn't not book that. So we had to suffer by staying hungry both in outbound and return flight.

On arrival, when we were tired and famished, and expecting a warm welcome with lunch (As mentioned in itinerary), we were told that lunch was not prepared, for it was not part of service that hotel is supposed to give. It took an hour to convince the local agent, who in turn was making calls in india. I literally i had to open my suitcase at reception in order to show the itinerary's copy. And then we were told we can have the lunch on any other free day.

I hope you can imagine the kind of embarrassment i had to face in front of my partner during the whole trip.

From last 3 months i have been trying to follow up with the company for compensation but they have stopped responding.

I have sent two legal notices but no response. Now, i am consulting lawyer to file a legal suit against them. Meanwhile, would like to warn the other customer about them.

Ref incident:[protected].

Booking reference: g[protected]

Attaching the pics of hotel room's condition. Below was the response from their executive for my first grievance mail. See how arrogantly they are responding.

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Subject:
Thomas cook (India) ltd: mr. Singh
Response by e-mail(04/03/2016 06.00 pm)


Dear mr. Singh,

This is further to your e-mail dated march 1, 2016.

On receipt of your e-mail we had taken up the matter to our concerned team and we are given to understand that the wifi facility in the hotels are made available in the hotel lobby and to use the same one has to be in the hotel lobby.

We wish to state that the drinking water was provided by thomas cook on the arrival day in the evening to made available in the guest room. We regret for the discomfort caused to you on tour.
May we bring to your notice that as hotel asso villa being a 2 star property the telephone is made available at the hotel reception as every hotel has a unique retreat concept where they allow the guest to enjoy maximum relaxation. We seek your understanding on the same.
Mr.Singh, we would further like to add that as hotel asso villa being a 2 star property all the basic amenities which includes soap bars and toilet papers were made available.