Anyone here work in the travel industry? Advice needed!

[Skeppers]

My brother and his new wife arrived in Halkidiki for their honeymoon yesterday. They were booked into a 5 star, all inclusive resort. On arrival, it was clear that the hotel was not finished and they were shipped to alternative accommodation an hour away. The hotel they are in now is 2 star (not the 5 they've paid for) and is not all-inclusive. They've reached the point now where they just want to come home.

Who is the best person/organisation to complain to? The holiday was booked via Thomson, but I've had my own dealings with them in the past and know that their customer service is lacklustre at best, and I don't want them to get away with sweeping this under the carpet. Should we escalate this to ABTA or similar? It's caused them a huge amount of distress, they are on a budget (saved hard to pay for the wedding/honeymoon) so really can't afford the additional cost of food, etc. at the new resort. I also want to get the word out to other holidaymakers who may find themselves in the same situation in coming weeks.

Any advice gratefully received!

they need to raise complaints in the resort to the rep and get it logged. They need to get it recorded that they are not happy, have not received the services they paid for and are out of pocket. This is the starting point for all travel complaints. Then they can escalate. But they MUST get it recorded in the resort first or they will be fobbed off with 'you didn't give us a chance'.

they need to demand money to pay for the things they have already paid for. If the rep can't cope they need to use the rep's phone to speak to the UK.

if they want to come home, fine. They need to get the company to arrange that, recording it all. Would they accept a transfer to another place for the rest of their trip? Please tell them to try to remain positive, there will be other holidays.

meanwhile you could always try raising hell on twitter, that usually gets attention. But do make sure the formal complaint routes are used.

I am not a travel expert, but I am amazed anyone books anywhere these days without checking what other traavellers think on Trip Adviser or Bookings.com or similar. If it is a new hotel, there would be no reviews. I think Thompson should be named and shamed for this. It is just too awful to contemplate!

rule no 1 is if it is a new resort this year - go next year.

but that's no excuse for Thomson.

The hotel they are in now is 2 star

If it were me, I'd make a huge fuss (polite but firm) until I was re-accommodated in a 5-star or equivalent. The company must be able to do it - even if they have to pay for it. Reps etc want a quiet life and in that situation the squeak wheel really does get the grease.

This would be a better option than coming home as the refund exercise will be a massive product.

The other option is an insurance claim - contact the insurers and see what they say.