I sent the following letter to Thomson on my return to UK last July. I couldn't speak to a rep after the incident as she was sick and unavailable. I had a fobbed off thanks for letting us know letter back which I then complained again and it has been passed to their legal team who apparently take 6 months. It has been 6 months since their acknowledgement of my request and all my evidence and I have had no response at all. Am I entitled to claim? Do I have a case?
After a satisfactory journey to Bulgaria on arrival to our resort we were given allocated a room in Block C. our paperwork showed we had paid for a room upgrade . On inspection we were
slightly puzzled by the room upgrade as the room seemed like a very standard room overlooking the car park and the side street. After speaking to the TUI rep we found out it was because the room was a refurbished one.
We noted and reported to reception and house keeping that the sink in the recently refurbished bathroom was coming away from the wall in the room (photos taken and showed to reception).
We were concerned about such a huge sink unit only being attached to the wall by two screws. On the Tuesday night/ Wednesday morning 12.30am while I was in the bathroomreaching for my toothbrush the whole sink unit fell off the wall and onto the floor smashing into pieces. The unit caused severe bruising to my foot and minor cuts to my hand (photos taken).
The water was spouting everywhere and the bits of ceramic sin on the floor in the bathroom and out into the room. We rang reception, maintenance staff were sent up to fix it!?! but we did explain it
wasn't fixable.
We turned the water off to minimise the damage. The maintenance staff and a maid attended and they cleared all the debris. As this was the middle of the night we agreed to move rooms in the morning. The following morning when we rang reception we were told to pack everything and come to reception. We were the furthest point from reception and had to carry suitcases down the stairs as there wasn't a lift from our floor plus I was limping due to my bruising on the foot from the sink
unit. On arrival in reception a girl took our key and handed us the new room key, without saying anything not a how are you or a sorry. The new room was 5 doors away from the old one....Why didn't they meet us upstairs so we only had to move the cases 5 doors. My partner was very annoyed that we did not even get an apology. It was only after he complained again that a young lady came out and apologised and gave us a late checkout till 6 on the day we were leaving. I tried to speak to a TUI rep about this accident but there was never anyone there even on the dedicated days and times. I spent the last few days on my holiday limping badly due to the injury to my foot. It has since healed (took about 3 weeks) but it did ruin the last few days as I was not mobile enough to go shopping or walking around the resort. I spent the time with my foot elevated to try and reduce the swelling.
Most disappointed firstly in the shoddy workmanship in fitting the sink and the casual approach to the accident. It was lucky there was not a small child that the sink fell on or that it wasn't a direct hit on my foot or this could have been a lot more serious. I expect an answer to this complaint without delay. Photos can be sent to you.
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Edited by
kathrynepalmer38
2017-04-19 17:09:36
