Nicola Hinckley decided Thomas Cook were not taking her holiday complaint seriously enough, so she took her protest to their door.
The Badwell Ash mother was so angry that she made a sandwich board about her complaint and stood outside the travel agent’s Bury St Edmunds shop during Wednesday’s market.
Mrs Hinckley booked a week in Hillside Beach Club in Turkey with Thomas Cook three months ago but says that when she, her husband and seven-year-old daughter arrived they were so dissatisfied they paid £640 for flights home after only six hours.
“It was supposed to be five star — it was a dump,” she said. “The room was dirty, it was a canteen-style restaurant, you could only eat in the à la carte twice and couldn’t take a child.”
“I don’t know of any other five-star hotel that doesn’t have a kettle in the room, has no room service and where the choice of wine is just red or white.”
She said their two rooms were arranged around an open area.
“Anyone could have climbed in there,” Mrs Hinchley added. “How could you ensure the safety of your child?”
She said the hotel only offered them an extra meal in the à la carte while she felt the Thomas Cook rep at the resort ‘didn’t want to know’.
Back home, she says Thomas Cook initially told her they could not deal with her complaint until her due day back, but then said it would be fast tracked and they would reply within a month, as required by the Association of British Travel Agents.
“We spent about £3,500 for six hours in a five-star resort which was a dump,” she said
Thomas Cook said Hillside Beach Club is ‘extremely popular’ and 97 per cent our guests there in 2013 rated their holiday as excellent or good
A Thomas Cook spokesperson said: “We have not received complaints from any other guests who have stayed there recently.
“We were sorry to hear that Ms Hinckley and her party felt the Hillside Beach Club did not meet their needs. We hope that we can resolve this matter with them as soon as we have looked into it with both our resort team and the hotel.”