Myself nd my partner recently visited Lanzarote over Christmas. We paid £1100 for a week self catering holiday adn expected everything to be perfect.
Unfortunately it wsn't. On the second day we were there we saw mice in the room. There were mouse droppings everywhere- including on the kitchen worktops, in the cutlery drawer, on the bed etc. We basically couldn't use the facilities in the apartment.
We took pictures of the mice and droppings as evidence and went to complain to our tour rep. He was very rude and didn't seem interested at all. We were told that the hotel as fully booked and that we couldn't be moved to another room. We complained and coplained and eventually with a lot of hassle we were moved to another room within the same apartment withot even an apology for the inconvenience caused. We had to throw out all the food we had bought in case they were contaminated with mouse urine!
Anyhow, when we got home I sent Thomson a letter complaining about the situation and setn the photos as evidence adn have just received a letter today with a cheque of £75. Not sure what to do now- should I accept the compensation or should I continue to complain in the hope we might get some more compensation? Has anyone else had a similar experience?
Many thanks
The question really is are you satisfied with the compensation they have offered? If you are then I would suggest you accept, although I would also expect a letter of apology from them. Not for the mice, whilst not very pleasant, these things can and do happen. We normally see complaints about the insect life.
The attitude of the representative, as described by you is unacceptable. In your case the infestation problem might have been accepted as one of the hazards. The lack of help in resolving your problem is of serious concern, and should be so to Thomson.
If you feel that the offer is not satisfactory then you have two choices.
You can write to Thomson and tell them, what response you get is something none of us can tell you. We can only express our personal opinions.
The other alternative, particularly if the sum offered is a lot less than you feel is acceptable would be to contact Ros Fernihough, Travel Law Solicitor - Tel :- 01922 621114.
Ros has offered our members free impartial legal advice and assisted many members to reach a satisfactory solution.
Please note that Ros does not read or post on this board
fwh
The attitude of the representative, as described by you is unacceptable. In your case the infestation problem might have been accepted as one of the hazards. The lack of help in resolving your problem is of serious concern, and should be so to Thomson.
If you feel that the offer is not satisfactory then you have two choices.
You can write to Thomson and tell them, what response you get is something none of us can tell you. We can only express our personal opinions.
The other alternative, particularly if the sum offered is a lot less than you feel is acceptable would be to contact Ros Fernihough, Travel Law Solicitor - Tel :- 01922 621114.
Ros has offered our members free impartial legal advice and assisted many members to reach a satisfactory solution.
Please note that Ros does not read or post on this board
fwh
I wouldn't be a happy bunny, whatever I'd paid, if my accommodation had mice 
Mice are vermin and spread disease.
Speak to Ros before accepting the compensation.
Mice are vermin and spread disease.Speak to Ros before accepting the compensation.
Which resort/accomodation did you use? I've been going to Lanzarote for many many years and have never seen mice in the poor areas let alone inside accomodation.
hi
do NOT cash the chq unless are happy to accept it because once you have cashed it theres no going back to complain , if you decide that £75 isnt enough then either return the chq to them an send another letter or keep chq uncashed and tell them you arent cashing it. in my opinion £75 isnt a lot of money for what has happened especially if you have lost food, have you got any receipts for the food lost or any photos of what you threw away, at the end of the day the decision is yours, but TO string it out as long as they can hoping you will give up, as suggested maybe a call to ros to ask her advice might be helpful. good luck
do NOT cash the chq unless are happy to accept it because once you have cashed it theres no going back to complain , if you decide that £75 isnt enough then either return the chq to them an send another letter or keep chq uncashed and tell them you arent cashing it. in my opinion £75 isnt a lot of money for what has happened especially if you have lost food, have you got any receipts for the food lost or any photos of what you threw away, at the end of the day the decision is yours, but TO string it out as long as they can hoping you will give up, as suggested maybe a call to ros to ask her advice might be helpful. good luck
Thank you for all your replies.
I have decided not to accept the cheque that Thomsons sent me as I don't think it's enough ( only £37.50) per person. I will keep the cheque but won't cash it in.
Somebody asked which resort in Lanzarote we were staying in- it was Puerto del Carmen and the hotel was Cinco Plazas.
Many thanks again
I have decided not to accept the cheque that Thomsons sent me as I don't think it's enough ( only £37.50) per person. I will keep the cheque but won't cash it in.
Somebody asked which resort in Lanzarote we were staying in- it was Puerto del Carmen and the hotel was Cinco Plazas.
Many thanks again
Hi bel!Just read your complaint, and I think it's an utter disgrace, not to mention insulting of Thomson to offer you both £37.50p each.
Obviously by sending you a cheque in the first place, they are admitting responsibility. I honestly think they refund the bare minimum, hoping that the majority of people just accept the pittance.
Good on you for refusing, I would have done the exact same thing .
Have you contacted Ros? I think someone did post her number. You may as well you have nothing to lose.
Lets us know how you get on.
Regards, BBB
When compensation is offered by a tour operator it is usually worked out on the following basis.
Total cost of the holiday (£1100) less 60% flight costs = £440
Then divide the accommodation costs by the number of nights stayed (£440 divided by 7 = approx £63 per night).
They will usually pay compensation for the number of nights that you stayed in unsatisfactory accommodation. So it sounds like they have just compensated you for one night. Did you have to put up with the mice ridden room for longer? If so, then I would calculate how much you expect them to pay. If not, then unfortunately I think it is unlikely that you will receive any more as they appear to have paid a little more than the nightly rate, perhaps to cover the cost of your food and for the inconvenience.
Hope this helps.
Total cost of the holiday (£1100) less 60% flight costs = £440
Then divide the accommodation costs by the number of nights stayed (£440 divided by 7 = approx £63 per night).
They will usually pay compensation for the number of nights that you stayed in unsatisfactory accommodation. So it sounds like they have just compensated you for one night. Did you have to put up with the mice ridden room for longer? If so, then I would calculate how much you expect them to pay. If not, then unfortunately I think it is unlikely that you will receive any more as they appear to have paid a little more than the nightly rate, perhaps to cover the cost of your food and for the inconvenience.
Hope this helps.
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