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Thomson causes Twitter storm
Thomson has been slammed on social media for failing to warn customers that a Spanish hotel they had booked wouldn’t be open on time.
The AluaSoul Majorca Resort told Thomson the night before the first guests were due to arrive that building work had overrun and it wasn’t ready.
However, some of Thomson’s guests were only told at the airport as they checked in for their flight, by which time they felt it was too late to accept the operator’s offer of a refund.
Several complained on social media that when they arrived in Palma they were taken to alternative hotels which were not of the same standard as the all-inclusive adult-only AluaSoul.
Thomson made a public apology to customers, but some of those due to travel to the hotel later this month took to Twitter to demand reassurances that it will be open.
In a statement, Thomson said: "We are sorry the opening of the AluaSoul Majorca has been delayed until 10th May 2017. We will be contacting all customers affected directly to offer a suitable alternative free of charge and will prioritise those due to travel first.
"We appreciate this is disappointing so we’re closely monitoring the situation while our hotel partner completes the work to the standards that we and our customers expect.
"We have currently placed all customers in suitable alternative accommodation and have offered guests a gesture of goodwill due to the unexpected disruption. Our dedicated resort teams are currently on hand to assist customers with any questions or concerns that they may have.
"Thomson would like to remind customers that we closely monitor the progress of work at the hotels we operate to and that situations such as this are rare."
It is believed that Thomson offered customers £40 as compensation for the disruption.
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Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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