Tryp Cayo Coco Hotel
, Cayo Coco
Tryp Cayo Coco Hotel reviews
- Board Basis:All Inclusive
- Tour Operator:Thomas Cook
Was this review helpful? Yes
Total dump!! We booked in Dec 07 with Thomas Cook, the brouchure says 4 star, as does the website...believe me it is NOT a 4 star, it is struggling to be a 3 star (which it has actually been downgraded to now so don't get conned!) Bed was never changed in 2 weeks, people has flee bites from the bed, our bath was flithy and leaking, the pool was a health hazzard with mould and missing tiles, I fell on a broken tile and seriously hurt my knee, the sun beds are those crap white plastic ones, none of which are white they are green/black and cracked. When we reported all this to the hotel their attitude was to shrug their shoulders and shake their heads! Total waste of money..Avoid like the plague!!! you have been warned
- Board Basis:All Inclusive
- Tour Operator:Thomas Cook
Was this review helpful? Yes
1 reader found this review helpful
Me & my boyfriend stayed at the Tryp hotel in cayo coco and it was the most brilliant holiday! we did get off with a bad start though after being stopped at customs in the airport where they search your luggage, when talking to others at the airport who have visited cuba before they told us they can be quite intimidating to men especially who have tatoos and an american stamp in there passport or have been in the forces ! after waiting approx 2 hours for my boyfriend to return from getting his luggage searched our bus had to leave without us, however the holiday rep paid our taxi to the hotel.
Accomodation was great lovely rooms cleaned every day, maids dead friendly and gardners who make you little gifts from the leaves on the coconut trees.
Was disappointed with food it was so plain and tasteless and was the same food everyday at the buffet, we'd expected nice spicy food but the hotel rep told us with it being a poor communist country they dont get spices or anything imported in, however the restaurants were better but you could only visit two a week.
service was not great its true that you have to tip for a good service, we spent a lot on tips but did not mind as cubans are very poor and work hard.
we made loads of friends canadians are great so friendly and happy people! the diso was terrible however theres a train that picks you up around 11pm and takes you to different places think it was salsa on a tuesday and a nightclub on thursday however the club was in caves which had loads of bats! the entertainment at the hotel was good with different shows on each nite but if your young and fancy clubbin try out the caves!
we did a trip to swim with the dolphins which was amazing but it took 9hours to get there on the bus which we were not told, it stops off at various places which is where you will see the real cuba, which is full of begars which are a bit scary as they wont leave you alone! we did want to do the havana trip which is meant to be fab but you have to fly there and my boyfriend did not want to return to the airport after being interigated so we didnt bother.
the beach was to die for clear blue sea and white sand absolutely lush! various activities to do on the beach and there was a nice pizza bar further a long which was nice as you could only get cheese and ham toasties at the hotel snack bar. overall we had a great holiday and would recommend it just be wary of the airport guards and dont expect nice spicy food!
- Board Basis:0
- Tour Operator:Thomas Cook
Was this review helpful? Yes
To sum up this hotel is a absolute dump!. Before travelling we looked at reviews of this hotel and found there were good and bad ones,all i can say is that the people who gave good reviews must have been walking around with their eyes closed. the hotel in general is run down and needs a lot of work, the bedrooms were damp with a fousty smell every morning mainly due to the fact that the hotel was built on a swamp. the beds were also damp. The food was inedible even the smell of it was enough to make you sick. The pool area was dirty with glasses and cups left lying about and they would still be there the next day. I found the staff to be very impolite and miserable and the holiday reps were not helpful at all. I have been to other carribean islands and had a brilliant time, Cuba is the worst place i have ever been to.
- Board Basis:All Inclusive
- Tour Operator:First Choice
Was this review helpful? Yes
1 reader found this review helpful
Well after reading many reviews on the internet i was nervous to say the least as many reviews were poor, anyway we went with open mind and we were plesently surprised.
Granted it says a four star which it is in terms of facilities and service but i would say in terms of room more a 3 star.
Flight - Thomas Cook - was a nightmare, no leg room and just couldnt get comfortable as im 6 ft and my wife is no petite but size 16 and she fould the seats tights.
On Arrival - On Arrival it was great, only 15 mins to the tryp from airport, make sure you have filled in your visa which should have been sent with your tickets.
Hotel - massive, a little run down in places, so dont expect a palace, the gardens are supberb and second to non
Room - yep 3 star but hey we were in the hotel very little time, but one thing I would say is they did smell a bit moisty when you first went in but soon aired once the balcony dorrs opened for a bit.
Mossies - me, wife and daughter, in the whole week we didnt get bit once !!
Beach - To Die For, PARADISE !!!! White sand, shallow water, no stones, shells, rocks to hurt your feet, and we didnt see 1 jelly fish which some reviews said there was loads ?
Staff- Found them fantastic, and helpful ,worth tipping them as you do get a better service and for 1 pesso , 60p its worth every penny.
Entertainment Night - Basic but fun
Entertainment Day - Lots to do if you want to take part
Food - Buffet was cold at times but you could warm it up in microwave, i ate mainly off the grill where they cooked fresh meat and fish in front of you, supberb.
Not the best but something for everyone.
Also lots of other resteraunts - by the way the chinese was rubbish but we were in cuba so not suprised.
Well all in all we had a great holiday, relaxing and chilled.
There were a lot of French Canadians who really did give there country a bad name, moaned a lot and whether there expectations were a lot higher than ours I dont know, we did meet some nice ones but some were overpowering a just rude, pushing in at bars etc.
ps take your own cups for beer etc as there cups are tiny, we got 20 pint cups from pound shop before we went and they will fill them up for you, i left the rest with the barman when we left and he was over the moon
TakeCare
we said we would go again at the time of year as the weather was red hot and was 34+ every day
- Board Basis:All Inclusive
- Tour Operator:Airtours
Was this review helpful? Yes
1 reader found this review helpful
Wow what a fantastic holiday! My partner, myself and two sons have just returned from a great 15 day holiday at the Tryp Hotel in Cayo Coco.
We both made the mistake of reading a lot of bad reviews before going on holiday and really worried that we would travel all that way to be disappointed, but we needn't worried. The hotel itself is having a lot of work done to it at the moment including part of the main swimming pool, but the workmen work really hard and we were surprised at how much progress they had made while we were there.
Our room was basic but clean and comfy and had a wonderful sea view. A lot of reviews we read said beware of the buffet, but we found it was fine. Yes there are flies and some items did look as though they had been hanging around for a bit, but really its a case of using your common sense! We had freshly cooked fish, steak and chicken every night, something you would pay a fortune for in England.
The Cuban people are great, the staff are friendly and hard workers for little money, and appreciate small tips. They are also grateful for clothes, especially childrens, toiletries, make up and pens and pencils etc as they cannot buy items that we take for granted and this is seen as a better means of tipping.
The weather was great, it does rain though but its more of a small shower for a few minutes and we carried on swimming or sunbathing, and hey we live in England so something we're used to!
The beach and sea are fab, but the current can be very strong so any watersport activities and boat trips are governed by the coastguard.
My top tips would be take a high factor sunscreen as the sun is very intense (common sense really but I applied factor 40 to all of us every hour and we still burnt a little), take a good insect repellent and don't forget to use it (like I did at first and regretted it!), if it does rain be careful of the flooring, the tiles get slippery, take items as above for tipping and watch out for the excursions, the brochure said from £37 each to swim with dolphins but what it doesn't tell you is that its a two day trip and costs more like £90 each.
Well I hope this has helped and enjoy your holiday, I can't wait to go back. X
- Board Basis:All Inclusive
- Tour Operator:First Choice
Was this review helpful? Yes
1 reader found this review helpful
After booking my holiday to The hotel Tryp, Cayo Coco, I was horrified to find reviews saying that people would never return to this hotel or Cuba again as it was so bad!
However I decided to brave it and was pleasantly surprised to arrive at a wonderful hotel, the food was good with a total of eight restaurants, 6 being Al La Carte, which were absolutely fabulous!!
In the buffet there was freshly prepared meat, fish, pasta and noodle every evening as well as a huge choice of salads, rice, cold meats, cheeses, etc so I couldn't believe the terrible reports that I had read saying the food was vile!
The rooms are quite dated, however they are really clean and probably the biggest hotel room that I have stayed in, plus every room has either a sea, pool, or garden balcony view, mine however had all three!
The only downside was that the staff did expect to get tipped a lot, however when you visit mainland Cuba and see the conditions in which they live you don’t mind tipping a peso (approx 60 pence!!).
I would definitely go back to Cuba and I would be more than happy to stay at the Tryp Hotel again.
- Board Basis:All Inclusive
- Tour Operator:First Choice
Was this review helpful? Yes
We were moved to the Tryp, from the KH Crystal 2 weeks before we flew out so I didn't get chance to read any reviews so this is what we thought.
The staff and service was 5 star, whether you tipped or not.
The rooms were a bit tired but kept spotless, which keeps the wife happy.
The buffet was nice, if not a bit repetitive, but no different to any other we have been to and always had something to chose from.
The a' la cart, be sure to book them early as you may find, as we did, by the time you do you can’t get them all in, The 2 that we did do, both very good, in fact the one near the lobby bar, can't remember the name, was excellent, not a mountain of food but served and presented perfectly. The other was the Italian not as good but still enjoyable.
The pool is in a bit of a poor state with a few tiles missing must admit it did look a bit grotty although it didn't spoil the fun, we were told that each pool will be closed in turn and re-furbed this year.
The beach is wow what a view, worth the 9 hour flight alone, lovely white sands, plenty of activities, a must for the kids, take some bread from the buffet and wade out in the sea and feed the fish, great fun.
We booked a trip on the catamaran but was cancelled due to hurricane Dean, spoke to others who went on it earlier and said it was very good
There was a lot of work going on around the complex whilst we were there, repairs, painting etc so it looks like the whole complex is being done none of it bothered us though it wasn’t noisy or anything like that.
The entertainment was ok if you have smaller children, not much for adults or teenagers but if you like that sort of show, dancing etc you will love it, they certainly put the work and effort into it.
One gripe is the Cuban band comes and plays at your table in the buffet and the first time is great and you tip or buy the CD but after a few days it gets tedious.
Two gripe the toilets, some days they were really bad we stopped going and used the toilet in the room.
The river that runs through the hotel is not the best feature as it does whiff occasionally and doesn’t look that nice, not sure why they have done it as it doesn’t add anything to the hotel.
We took plenty of repellent and only got bitten one night when we forgot to spray.
We all had the runs early in the holiday, not sure if they use their water in the drinks and we just got used to it or we had dodgy food, again it didn’t keep us in or spoil the holiday.
Only down side for us is if you want to see something more of Cuba you have to go on an organised trip as Cayo Coco is hotels only.
If you want a beach/pool holiday then I would recommend Tryp definitely if you want more than that I would go to another resort.
- Board Basis:All Inclusive
- Tour Operator:Airtours
Was this review helpful? Yes
We moved from the Oasis at the same time as Andy - and pretty much agree with his comments.
I got a little annoyed with the amount of staff asking for my clothing each day, didn't seem to want the wife’s Matalan stuff though :o) and the Hotel is a little on the tatty side - however there were a few areas being re-vamped while we were there (although at the speed they work that'll probably need re-vamping before they're finished) and my only other moan would be that the fruit in the buffet restaurant always had a cloud of little flies over it...
Also found the full roast (including sprouts) at breakfast each morning a little strange - but hey ho, when in Cuba...
Stick to the two main rules and you should have a good time:
1. Do as the Canadians do and take a big mug/plastic "glass" to have your drinks put in - as glasses run out quickly (and they give you those little ones you get with water fountains.)
2. Make sure your mosquito repellent has at least 50% Deet in it (costs more but it’s worth it) and make sure you've got loads.
PS - The staff on the flight were very good as was the rep at the hotel but the female military personnel at the airport were the best... very short skirts (and fish-net stockings). Couldn't see it happening over here!
On the way back to the airport the rep said that it'll take another 5(ish) years to get all the tourism thing up to the standards you'll find elsewhere - but worth a visit and you pay for what you get.
- Board Basis:All Inclusive
- Tour Operator:First Choice
Was this review helpful? Yes
We moved to this hotel from the Oasis Playa Coco due to us and many others on our flight not liking many things there.
Thankfully it saved our holiday and was a very good move.
This is an excellent hotel, rooms are very dull and old fashioned, but that’s only a minor fault.
Food in the buffet excellent, some of the many other places to eat are also worth trying but not essential.
The beach is to die for - long wide white sand with an exceptionally warm crystal clear sea and not to deep or many waves. Not a rock or pebble in sight.
Entertainment varied in quality but on the whole average plus. Much of the show is backed by a live band that were brilliant.
Customer service at this hotel is exceptional.
Staff very good (helps to give the odd tip when attending the bar or using the waiter service) cocktails galore.
You MUST get off Cayo Coco though and onto mainland Cuba, we visited several cities some not very impressive but that was made up for by going to Havana what a city.
Cayo Coco is an island attached to mainland Cuba by a long road and is surrounded in parts by mangroves which in turn house many thousands of insects.
Strong repellent is a must especially it would seem for Brits.
Enjoy Cuba it is a fantastic country.
- Board Basis:All Inclusive
- Tour Operator:First Choice
Was this review helpful? Yes
We went here at the end of March/beginning of April.
We flew with Thomas Cook and upgraded and it was definitely worth it. Much comfier and quieter, would recommend it.
Weather - was quite cloudy and windy the first week and half. But the last few days were much better and nice and hot.
Beach - was gorgeous. The sea was quite rough because of the weather but again, the last few days it was much calmer. Unfortunately for us, it was too rough to go in for most of the time so they didn't have any of their watersports available and we couldn't do any swimming/snorkelling. The days when it was calmer it was really lovely.
There was also quite a lot of seaweed on the beach on the days that the sea was rough.
Hotel - was really nice and very clean. On a couple of the days the pool was a bit dirty but I think this was just from usage during the course of the day. Bars and restaurants were nice and all the staff were friendly and helpful.
When we arrived, our room smelt badly of damp but they were really good and switched us to another room a.s.a.p.
Food was ok but not great, although they had nice desserts!
Trips - We went to Havana for a day which I really enjoyed but which my husband hated. Worth going though but I wouldn't bother with the 2 day trip as the guide told us that it only includes 1 extra attraction.
Also went on a speed boat trip where you get to drive your own speed boat through mangroves and stop off for some snorkelling. This was fantastic! Husband is a bit of a speed freak and was dubious that we would be allowed to go very fast but he loved it.
There is also a little train that stops off at the various hotels and takes you to a bat cave, flamingo beach and a farm. It's quite cheap and fills up an afternoon if you want to get out of the hotel.
Overall we had a great time and would recommend the hotel.
- Board Basis:All Inclusive
- Tour Operator:Airtours
Was this review helpful? Yes
The best fun and time you can have in the Caribbean but watch out for the noise and trouble caused by the Canadians.
The staff are brill and cannot do enough for you. If you have any spare pens paper or unwanted football shirts take them with you as gifts, they will love you for it and you will never wait for anything.
It’s not compulsory but it goes a long way if you tip the staff say a Paso after dinner or after a night in the bars to you its 76pence (English)to them it’s a day’s wages.
- Board Basis:All Inclusive
- Tour Operator:Thomas Cook
Was this review helpful? Yes
Traveller Ratings
Write a review- Continental Breakfast
- Fitness Centre
- Free Parking
- Restaurant
- Room Service
- Suites
- Swimming Pool
- Wheelchair Access
Do you own Tryp Cayo Coco Hotel?
- Promote your business with Holiday Watchdog content
- To respond to a review, use the Management Response Form
1 reader found this review helpful
In July 2007, we booked the Tryp Cayo Coco in Cuba, a four star plus hotel with Premium upgrade, this departed on Thursday 1st May 2008 on flight TCX174K from Manchester at 12.00pm for 14 nights, returning on Thursday 15th May 2008.
My husband and I have saved for a long time to go on this holiday and we wanted to upgrade, to use this holiday as a second honeymoon. A number of problems arose during this holiday but I will start at the beginning.
When booking the holiday, I specifically asked that the flight ticket be in my maiden name, as I have not changed my passport yet. When receiving the holiday invoice we found the name was Mrs S Cavill not Miss S Clover as requested, I thought this might have been an oversight so I paid an extra £30.00 to change the name on the invoice and booking to my maiden name.
When the tickets arrived two weeks prior to departure, I checked them over and found that our baggage allowance had been listed as 20kg instead of the 30kg that the premium upgrade allowed. I contacted the travel agent and then had to rearrange to collect the new correctly printed tickets.r
Outbound flight to Cayo Coco
Upon arrival at the airport, other passengers informed us that Thomas Cook had decided to upgrade all their long-haul flights from the 1st May 2008, thus giving everybody in economy 33 inches compared to my premium legroom of 34 inches.
Upon boarding the plane, we noticed flight packs placed on the premium seats, which were also placed on all the economy, so that was not a premium upgrade.
The entertainment on the plane consisted of 3 movies and a few television channels in both economy and premium cabins, there seemed to be no difference, between the cabins even though the TRAVEL magazine on the plane stated that certain movies were only available for premium and on demand for a supplement. The cabin crew started the entertainment when they wanted without informing the passengers of this fact, which mainly meant that by the time we realised the crew, had started the tape again we had missed the first 15-20 minutes of whatever channel we had wanted to watch, not a good idea when passengers were trying to watch a film. With 2 ½ hours to go before we landed in Cuba, I asked the flight crew if they would be restarting the in-flight entertainment, I was told, “What’s the point, we’ll be there soon”. This meant that even though there was still time to restart the entertainment and watch an entire film we just had to sit there staring at the map for over 2 hours.
We were given two bar services on the flight, which consisted of 2 lagers for my husband and 2 cokes for myself, when we asked the crew for another drink we were told to wait until the bar service came round. A steward then went through the premium cabin taking orders and returned with a drink for the cabin, but when the second bar service came round, the premium cabin were told, “you’ve already had your second service“, 2 drinks in 9 ½ hours is not a VIP premium service or unlimited drinks.
We were supposed to have a choice of meals and an upgraded menu, although according to the staff the whole plane received the same. If you did not like the chicken and the pasta, you had to eat just crisps and chocolate like my husband did, and had to pay for due to there being no other choice.
This was not the service we expected to receive after paying an extra £400 for our holiday.
When we arrived at the hotel we spotted a number of different things that gave us cause for concern and we have listed the major ones below.
Pool -
We found that there were a few problems with the large swimming pool. The pool was slippery, full of slime, with tiles missing. One part of the pool as seen in the pictures we have enclosed, is missing a number of tiles, this pool is supposed to be closing on the 20th May to be re-tiled, so if we decided to go in that pool you almost certainly tripped over, scraped your feet or slipped on the missing and loose tiles.
There were pool lights floating on the top of the water for the first few days, which meant we were very wary of getting in the pool just in case we were electrocuted. Two maintenance workers fixed these with snorkels on around day 4 of our holiday.
The other part of the pool always seemed to be cleaned by the pool cleaners every morning, although as shown in the pictures enclosed, they always seemed to have rubbish floating in them all day long. We found the pool to be very slippery and a number of people had accidents by slipping over, I myself have had a very large bruise on the inside of my knee after slipping climbing in.
We watched the pool cleaners scrubbing the filters clean on a few different occasions in the morning. They had a scrubbing brush and a bucket full of soap (I think), as we could only see the bubbles on the side of the pool, of course it could have been something a lot stronger! The pool cleaners scrubbed a metre or so of the pool filters, then dipped his brush into the pool and used the brush to splash the water from the pool to wash the bubbles from the side of the pool and the filters, the repeated action of dipping his brush into the bucket and then rinsing his brush and bucket in the pool is probably why the pool is so slippery. We also watched the pool cleaner empty the rest of his bucket into the swimming pool and swill it around. Unfortunately, I did not have my camera with me that morning, but on another occasion, I filmed the entire incident and will quite happily show this to you if necessary.
There were two parts to the large pool with the swim-up bar, the part that needed re-tiling and the part that was dirty. When we mentioned the problems with the pool to Roberto Lopez, our Thomas Cook Representative at the hotel, we were told that we should avoid the large pool altogether because he knew that a large part needed re-tiling and the other part was dirty due to when the pool was originally constructed, the pool was improperly built so the water never overflows into the filters, so all the slime and dirt will always stay in the pool on top of the water as it can never get into the filters. Roberto also mentioned that he had never seen the pool cleaners scrubbing the way I had on film, but that can only be because he is never around the pool at 8am in the morning.
On some occasions, the slime stuck to the corners of the pool were 2-3 inches thick with gunk and slime.
When mentioned to Roberto that we could swim in neither part of the large swimming pool, we were told either to use the Ecological Pool, which has a maximum of 20 sun beds or to go to the beach. Not the attitude we really wanted to hear.
Food
The food in the buffet restaurant was either dry and overcooked, or undercooked and raw. Even when the food in the trays in the restaurant had been freshly refilled, the food was usually cold.
There seemed to be no labels on things and if there were, they seemed to usually be the wrong one. The bread was mostly stale, the cereals had been left out and gone soggy, and the milk was off on more than one occasion. The fruit was either fresh but covered in flies or dried out.
The hotel also seemed to recycle many of the dinner vegetables by using peas and carrots in the baked beans and in the scrambled egg.
My husband and I have had severe diarrhoea for days on end after eating in the buffet restaurant. After a week off trying to eat at the buffet we decided to try the A la Carte Restaurants. When we tried to book a table, we were told the seafood and pizzeria were closed due to there not being enough guests in the hotel. They decided to move the Seafood restaurant into the Grill, which meant the seafood, was only open 2 nights a week and the grill only open for 3. We had a week left but could not book into any restaurant for the second week as all were booked up. We finally decided for last four days we could not stomach any more problems, se we no longer ate the hotel food, we lived off food from the shop, not ideal to carry on the dieting I have been doing for the last four months.
Bar
The lobby bar and the 24 hour bar (which for some reason closed at 6am until 8am) always seemed to run out of drinks, there were no cocktail menus or lists anywhere, so it seemed to be pot luck as to whether you got the drink you wanted or even asked for, or whether it just got made completely different every time you went to the bar, or as to whether they even had anything left to drink apart from rum after 9pm. The other problem was that being British, we would always be served last at the bar, whether we were first in the queue or not.
There seemed to be only one bottle of diet coke per bar per night, so if you did not get there quickly enough, you did not get any. For me, this meant having to buy diet coke from the shop, every couple of days, as well as the two names of the people I have added to the bottom of this letter, as they are both diabetic and needed to not have sugary drinks all day long.
Toilets
The toilets downstairs near the representative’s desk were very unclean, they had either doors that did not close or doors that closed but had no handles to get out afterwards. There was never any toilet paper and the toilets very rarely flushed. Not a decent standard for a 4* hotel. My husband and I had to walk all the way back to our room, just in case.
Bedroom
We do not think that a minibar in your room should only consist of a bottle of water every 2 days.
We do not think that our sheets were changed for the entire stay and fleas all over that seemed to be living in the room had bitten me. When we asked Guest Services to fumigate our room, we were told there is not really much point as the fleas can hide in little spaces. We would have expected the staff to have gone to our room, stripped the beds, sprayed the mattresses, pillows and the entire room, then re-made our beds with fresh sheets, this was not the case.
On a previous holiday, the hotel fumigated our room with insecticide for a few hours, and when we were allowed to return, we had no more problems.
Why can the Tryp staff not have done the same or could we not have switched rooms? This might have alleviated the bite problem and the fact that I had to pay the pharmacy for a number of different creams and sprays.
General Standards around the hotel
The standards of hygiene and cleanliness around the hotel was severely lacking for a 4* plus hotel, we have checked the brochure
In addition, the Thomas Cook website and the hotel is listed as a 4*, but according to Roberto Lopez he told us that the Tryp Cayo Coco, had never been a 4* hotel and had only ever been awarded a 3*. However, the following day he mentioned to us that the hotel had recently been downgraded from a 4* to a 3*, I am not sure that Roberto Lopez could remember what excuses he had said to who.
As you can see from the pictures, we enclose, the furniture needed a very good clean and most of the sun beds were cracked and broken in some way. A number of people including myself trapped our skin or cut ourselves on these sun beds.
There seemed to be a number of complaints from other guests all complaining about the same issues, some were offered special free dinners, late checkouts and VIP lounges as long as they did not take the complaint any further. My husband and I were offered nothing like these, due to our complaints we did manage to receive the money back that we had paid to the hotel to upgrade our room. This was an extra £250 that we paid on arrival for a Superior VIP Ocean View room, although I will not complain about the upgraded room as such because we finally received the extra money back that we paid.
Trips
We booked four trips whilst on holiday to get us out the hotel, as we could not bear to be there, these were overall a big disappointment and a waste of money.
Why send someone to a Cigar factory and neglect to mention that you cannot buy cigars there?
Why go visit a sugar mill, look at it from the outside, watch a video of the process, but never be allowed to actually go inside or up-close to the machinery and see the process.
Why when the catamaran visit’s a secluded private beach does it anchor 15 minutes swim away from the shore? As I am not a very good swimmer, I had to stay on board; I took a picture of my husband from the catamaran just to show you how far it was.
Why is the speedboat picture of a very posh boat when we were given a dinghy covered in rust with paint flaking off?
Inbound Flight to Manchester
We had the same problems as the outgoing flight, no choice of meals, entertainment issues, there were no sounds on some channels and the crew never mentioned when restarting the tape, no food choices etc. Although I ate nothing food wise from the hotel during the last four days (my husband and I bought food from the shop I.e. sweets and crisps), after eating the food on the plane, my husband and I have had severe diarrhoea again for the last 24 hours.
Overall, a very disappointing holiday from Thomas Cook, we paid for a 4* plus service and received a 3* service. We do not feel that for the money we paid for this hotel that we got the service we expected, this started at the airport and continued for the remainder of our stay.
We feel that we should have been informed off the upgrade of the plane, why did some Thomas Cook passengers receive a page in their tickets dedicated to the extra legroom, while the Premium passengers were kept in the dark.
Why were we not informed of the downgrade of the hotel prior to leaving? We should have been offered an alternative instead of being sent to a 3* and expected to just accept the standards we received.
We spent a number of days just sat in our room due to all the stomach problems we received whilst eating at the hotel.
I have also attached two separate complaint forms that I have filled out whilst in resort to try and solve the problem quickly, had Thomas Cook acted swiftly, my husband and I may have been moved for our second week and may have enjoyed at least part of our holiday instead of being left to fester in a hotel that doesn’t even deserve its downgraded 3* plus rating.
I have also enclosed a number of pictures that also prove my points noted above, as I have mentioned I do have a video recording that I can show your staff regarding the incident with the pool cleaner.
We feel that we are owed the money back for the Premium seats of £400 and extra compensation for the distress and inconvenience and the fact that our only holiday for the year has been ruined thanks to your company’s failure to communicate with its guests.
I would appreciate a response from you on this matter and will not hesitate to take this further if I do not receive a satisfactory amount of compensation and an apology from your company
Before we went to Cuba, my husband and I had already paid a deposit on another Thomas Cook Holiday supposedly 4* to go to Kenya on 13 April 2009, although this holiday is now under serious threat.
this resort would have been given a minus overall rating but the site doesn't have the facilities.