If, on arrival, your hotel isn’t as we’ve described, we’ll sort the issue out or move you to another hotel of the same standard within 24-hours of you contacting our Rep service, either in person or over the phone.
In the unlikely event that we can’t sort the issue out for you or we can’t find somewhere else for you to stay, you’ll have the following two choices:
1. Take the next available Thomas Cook flight home and we’ll give you a refund of the cost of your holiday, or
2. Continue with your holiday at the hotel you’ve booked and we’ll send you a voucher for 25% of the amount you paid for your holiday. We really want you to come back, so you can use the voucher towards the cost of a new holiday with us, staying at one of the hotels where our 24-hour Hotel Satisfaction Promise applies.