elena_belyakova
21 Juni 2025
I booked my holiday from the UK through Thomas Cook and my relatives, arriving from Russia, booked separately in the same hotel but a different building. We were excited to spend our vacation together, but instead, we were treated like strangers. At dinner, we were rudely stopped at the restaurant entrance. I was told I couldn’t eat with my brother’s family because they were staying in a different building — and vice versa. They were literally removed from my restaurant, and I was pushed out of theirs. One evening, they almost took the plate out of my brother’s hands. This rule was never mentioned during booking, check-in, or anywhere on the website. When I asked to see it in writing, no one could provide anything. It felt made-up and enforced with zero professionalism or flexibility. To make matters worse, staff barely speak English, which made trying to resolve the issue frustrating and completely ineffective. We booked this hotel to be together, not separated like we’re from rival camps. I will be formally complaining to my travel agency, and I strongly recommend others avoid this hotel if you’re traveling with family staying in different parts of the property.
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