Once you fill in a complaint form provided by your Resort Representative (assuming you booked and travelled with a tour operator rather than independently), you should then follow it up in writing within 28 days of returning from your holiday with the Customer Services department of the tour operator.

If the complaint was taken up only with the hotel and you did not inform your representative, then it's harder for the the tour operator to handle unless you can provide them with date, names and times you made your complaints in resort and submit copies of any documentation provided by the hotel management.

Most brochures indicate if the a/c is centrally controlled and generally this is out of the hottest months. Most hotels I've been aware of may do this up until June but then the a/c is normally on a constant basis in the public areas during July & August, particularly Greece, Cyprus and Turkey.

Shell
Limassol, Cyprus

Hi Shell,thanks for your reply,complaints form was through Thomas Cook's rep,the reply was an e-mail attachment sent from Turkey where the hotel is situated, we replied to this e-mail stating that our complaint had not been addressed on 2nd September and we had notification that it had been read the next day,we have not received any communication since.The manager of the hotel was made aware of dozens of complaints about the complete lack of air-conditioning in all the public areas and the only escape from the heat in August was in our rooms between 3 and 7pm.Eating in the dining room was a nightmare as you can probably imagine.Waiters and guests were treated to a " sauna "at every mealtime,not really a good look to start the evening.
The hotel was described in the brochure as having cool and spacious interior,this was certainly not our experience,an experience we would never have chosen and have no wish to repeat.When we made the booking this hotel was rated as 8 of 85 hotels in Icmeler,it has dropped to 22 of 85 in the last few months,most reviews state that the air conditioning is inadequate.
Do you think it is worth taking this matter any further with Thomas Cook customer services or can anybody give me a name of somebody at Thomas Cook who will take this complaint seriously.Our holiday was spoilt by the lack of customer care provided by the hotel and the tour operator,it was supposedly a 4* hotel.Thanks for any advice,T.

Better to send by mail (Registered) so you get a receipt.

However, the tour op does have 28 days in which to acknowledge the receipt of your written complaint so it's possible that may still happen - but, emails can easily be ignored or may not be guaranteed to reach the recipient.

Or, if you booked through your local Thomas Cook travel agent office, they will handle the complaint for you and chase it up on your behalf.

Shell

Thanks again.T.

As its Thomas Cook who the complaint is being made against be prepared for a long wait.
I am still complaining about a holiday in May and have had 4 letters from them making excuses and facts that were not correct.
I finally went to my local branch where I booked the holiday and asked them for a printout of my file to prove that I wasnt offered a different hotel or resort and after sending that 3 weeks ago I got a reply saying they will look at my case again!
I am off to Turkey tomorrow for 2 weeks so hopefully on my return it will have finally have been sorted!

Have a great time Jay Trip,good luck with Thomas Cook,think you may need it.T.

Re: How to get a letter of complaint answered

I always go straight to the managing director, as it usually gets dealt with much quicker

Good Luck

Belly

Hi,

Having gone through something similar with Thomson's (see my posts 'Thomson's -do they even want to apologise) can I offer a few tips.

1 If you booked in person go back to the travel agent.
2 Be polite and show them the relevant documentation
3 Keep notes of when and what you said, especially in resort.
4 Be objective - keep only to relevant matters
5 Make friends with your agent, but not mates. Get them on your side, if they agree with you they will push harder
6 Always be POLITE AND CALM, never ever lose your temper, after all would you help someone who shouted or swore at you?
7 Threaten local exposure to the press, I found out that most local agents have discretion to settle small financial disputes locally

and finally

6 Be persistant.

Thanks for your advice,still not had a reply,T.