Hi all. I finally got through on Wednesday 29th June and was told it would be sorted out in 3-4 days. No surprises there and I've lost the piece of paper I wrote the agent's name down on (parking stub. Stupid me). Anyway, I've emailed them with this, hopefully it might make some difference:
^Dear Thomson
I have lost the will to live trying to get through to your change team by phone. I have been emailed by the Change Team to advise of a change in our room:
We've been advised that the features for your chosen room type were loaded incorrectly. Unfortunately, this means that your room will not have a sliding partition.
Whenever I book a summer holiday, I ALWAYS choose a room that has separate bedrooms for my husband and I and our children, so that we can read in bed, watch TV, whatever, so downgrading us is absolutely unacceptable as we would not have booked this holiday had we known that it was one bedroom for four people.
I have looked on the website and see that this category of rooms is still available so there is no reason why you cannot allocate us the correct category of room. Last Wednesday 29th June, I spoke to one of your agents who assured me he would contact your in-resort team and have us allocated to the type of room we have booked. He said this would take 3 – 4 days but, unsurprisingly, I have not had any response and would now like to escalate this to someone more senior.
I believe that your action in downgrading our room category is a unilaterally imposed and unwanted change in one of the essential terms of the contract we have with you and is covered under Regulations 12 and 13 of the Package Holidays, Package Travel and Package Tours Regulations 1992.
We would prefer not to exercise our rights to compensation and/or a partial or full refund under this legislation at this time. We simply wish to have the category of room we have booked – which is one with two separate sleeping areas at an equivalent or higher standard than the room we booked. We are sure that it is within your abilities to resolve this issue quickly and without further ado.
We would like to give you an opportunity to put this right in one of the following ways:
• Allocate our family to a room with a sliding partition or separate bedrooms like the room we originally booked
• Allocate two rooms with interconnecting doors of a standard no less than that we originally booked
• Allocate us a superior room with two bedrooms
• Offer us equivalent accommodation at an equivalent (platinum) standard of resort with all the features of the one we have chosen (please note the use of OFFER so we can research whether or not it is acceptable).
We have booked several holidays with Thomson and have never had a problem like this. Unfortunately if this cannot be resolved this will be the last time we book with your company.
Please can you acknowledge this email and outline the action you intend to take to resolve the problem so that I can be confident there is no need to escalate this further. Our departure date is 10th August and if we do not have a satisfactory resolution in a week then I consider further action.^