UK Thompson Holidays/All Star Movies Issue!

[Nathan Banks]

Hi guys, was just wondering if some of you could help me and my girlfriend out. We're going back to Disney in November and we're staying in the All Star Movies Resort (which is our favourite).

We booked with Thompson and our receipt says that we're in a preferred room; this is mainly because we wanted to stay in a 101 Dalmatians and a couple of other reasons. We specifically asked them if we could have a preferred as one of the reasons we enjoy All Star Movies is because Fantasia, Dalmatians and Toy Story are our favourite movies and we love staying in those rooms.

Anyway, I linked our booking to the Disney App and I was quite surprised to see that we were in a Standard room; which to my knowledge is Herbie or Mighty Ducks.
We've phone Thompson and they've told us it's an issue on Disney's part; so we phoned Disney and they've told us that Thompson booked us into a standard room. Now we've contacted Thompson and for 7 weeks now we've been told "escalations" are dealing with it and we should wait for their response. We're getting really impatient and obviously annoyed as our final payment date is August and we wanted the room situation sorted before then. I know it may not seem like a big deal with the room situation, but we paid extra for a preferred room also; what's worse is that on the Thompson website now, All Star Movies doesn't even show up as having any rooms available for that date any more. (the actual disney website does, but thompson doesnt). We've been told that they're "hoping" to swap it, but escalations are dealing with it and we're just really fed up. Does anyone have any suggestions for me? The holiday was booked in store and we can't contact anyone online or customer services either

 

[DisneyWishes14]

Can you cancel and simply re-book through Disney?

 

[oceanwave]

This would definitely be Thompson's problem to fix as they are the tour operator. I am assuming you have flights booked with them as well? So you won't be able to just cancel and rebook as the prices I am sure have increased? Are you dealing with them via phone or email. I would be constantly calling them, ask for supervisors and their supervisor etc. I personally would be escalating it myself as it has been 7 weeks. You booked in store, can you go back to them? Do they have a facebook page? If so lodge a complaint that way as well. In the meantime I would be looking at other operators and seeing what their prices are.

 

[Micca]

Nathan forgive me for being Captain Obvious but have you posted your issue on any of the UK Dis boards? There are three boards where you might find a solution.

https://www.disboards.com/#global-neighbours.60

Hope you get it all sorted-out.

 

[Nathan Banks]

@oceanwave Thank you! I've tried complaining; they just keep telling me to speak to the store and I'm having no luck. They're brushing it off like it isn't important; as I said, it's been 7 weeks now since I told them the room type was incorrect; apparently "escalations" have been dealing with it since and they can't rush the process.

@Micca: I could; would I be okay making a duplicate thread?

 

[Micca]

would I be okay making a duplicate thread?

Not for me to say, perhaps a mod could move this thread or advise?