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We had not traveled on a Thomson/TUI cruise previously although had traveled with First Choice on a Nile Cruise. . The itinerary was good so we decided we would book the Western Med cruise on 29th April as the dates suited. We paid to upgrade the room as having used Thomson previously and used to getting good quality accommodation felt it was worth it. When we arrived we were very surprised to find the accommodation was really grim. The first thing we noticed was the tv remote was not working which we reported and we were given new batteries. We went downstairs to find a Thomson rep and were advised there were no Thomson reps on the ship - we did not realise that the Thomson reps are actually Island Escape crew, we had traveled previously on a First Choice (Thomson group) cruise and there was a First Choice rep on the Nile Cruise. We asked if there were alternative rooms but were shown a sign indicating that there were no room changes available as the ship was full - we fully expect that this sign is a permanent fixture. We decided to make the best of it and approach Thomson when we arrived home. This accommodation was without doubt the worst accommodation we have ever had on a Thomson holiday and wrote to them to make a complaint. The mattresses were holed/bent and heavily stained - the drawers dropped, and off the runners - the tv was pixilated and the aerial wires held together with plastic tape - the shower holder was sagging to the wall and the air-conditioning although working not adjustable. There is no fridge in the room and the safe chargeable. We kept our clothing that might have gone in the drawers in the cases for the week. Thomson have dismissed our complaint - they have told us their reps are Island Escape - we did not know this - and that we might have been moved it we had complained - well we did and there were not any avaailable -what is the point of putting up a sign on deck 5 if there are alternative rooms available? - does everyone want to change rooms? The itinerary is good - the public areas are clean - 1 of the lifts was out of action and had been for the previous 3 weeks. Entertainment good. Food OK. Destinations good. Whole thing let down by the awful room, and the attitude of Thomson Holidays. Thomson 'highly qualified' complaints team have dismissed all of the complaints we made when we got home hiding behind the fact that we did not complain on board - well what was the point if there were no room changes available - don't make do - complain straight away or you will be the loser - we sent a follow up complaint to the CEO and amazingly our 2nd complaint - well over 28 days from the recognition email was acknowledged by another dismissive email - Thomson so aloof they recommend you contact ABTA or ATOL - well - we have. We paid an extra £322 on top of the brochure price as an upgrade for a this room - total waste of money - book an outside room for little or nothing extra, get a last minuite deal - or book another cruise operator.

Island Escape Cruising - Thomson/TUI - Very poor cabin accommodation

Island Escape Cruise Review by PennyRon

1 person found this helpful
Trip Details
We had not traveled on a Thomson/TUI cruise previously although had traveled with First Choice on a Nile Cruise. .
The itinerary was good so we decided we would book the Western Med cruise on 29th April as the dates suited.
We paid to upgrade the room as having used Thomson previously and used to getting good quality accommodation felt it was worth it.
When we arrived we were very surprised to find the accommodation was really grim. The first thing we noticed was the tv remote was not working which we reported and we were given new batteries.
We went downstairs to find a Thomson rep and were advised there were no Thomson reps on the ship - we did not realise that the Thomson reps are actually Island Escape crew, we had traveled previously on a First Choice (Thomson group) cruise and there was a First Choice rep on the Nile Cruise.
We asked if there were alternative rooms but were shown a sign indicating that there were no room changes available as the ship was full - we fully expect that this sign is a permanent fixture.
We decided to make the best of it and approach Thomson when we arrived home. This accommodation was without doubt the worst accommodation we have ever had on a Thomson holiday and wrote to them to make a complaint. The mattresses were holed/bent and heavily stained - the drawers dropped, and off the runners - the tv was pixilated and the aerial wires held together with plastic tape - the shower holder was sagging to the wall and the air-conditioning although working not adjustable. There is no fridge in the room and the safe chargeable. We kept our clothing that might have gone in the drawers in the cases for the week. Thomson have dismissed our complaint - they have told us their reps are Island Escape - we did not know this - and that we might have been moved it we had complained - well we did and there were not any avaailable -what is the point of putting up a sign on deck 5 if there are alternative rooms available? - does everyone want to change rooms?
The itinerary is good - the public areas are clean - 1 of the lifts was out of action and had been for the previous 3 weeks. Entertainment good. Food OK. Destinations good.
Whole thing let down by the awful room, and the attitude of Thomson Holidays. Thomson 'highly qualified' complaints team have dismissed all of the complaints we made when we got home hiding behind the fact that we did not complain on board - well what was the point if there were no room changes available - don't make do - complain straight away or you will be the loser - we sent a follow up complaint to the CEO and amazingly our 2nd complaint - well over 28 days from the recognition email was acknowledged by another dismissive email - Thomson so aloof they recommend you contact ABTA or ATOL - well - we have. We paid an extra £322 on top of the brochure price as an upgrade for a this room - total waste of money - book an outside room for little or nothing extra, get a last minuite deal - or book another cruise operator.
PennyRon’s Full Rating Summary
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