I have just come back from a weeks holiday in Salou, Spain – we booked this Thomas Cook holiday through a local agent. The day before we went, we were upgraded because the original hotel was double booked. When we arrived at the new hotel the reception area was extremely busy and have to say that in all my years of visiting Hotels, it was the most chaotic I had ever experienced. The receptionist had no knowledge of our booking and apparently they had given our rooms away. We were given the impression that they were not very concerned about the consequence to us.
Very fortunately for us, the Thomas Cook rep, Adam, was on hand and he resolved the situation very quickly, another two rooms would become available 24 hours later. In the meantime he found us another hotel, paid for taxis to and from the hotel and threw in a couple of excursions, that would have cost us us about €300.
We were actually just relieved that we had some where to stay. The fact that the problem was solved relatively quickly was a great relief everything else was a bonus. Would recommend Thomas Cook to anyone.
The lesson here is that even when problems occur if they are handled quickly and efficiently then you can retain and create great customer loyalty.