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24-Hour Hotel Satisfaction Promise

Your satisfaction is extremely important to us and we want your Thomas Cook package holiday to live up to expectations. Whilst you’re on holiday, if you need them, our resort staff can be contacted 24 hours a day.

In selected properties where our reps visit, we’re giving you extra reassurance with our 24-hour Hotel Satisfaction Promise. Wherever you see the ‘24-Hour Hotel satisfaction promise’ logo as part of a holiday description on this website, it means our Promise applies to that hotel.

So what is our 24-Hour Hotel Satisfaction Promise?

If, on arrival, your hotel isn’t as we’ve described, we’ll sort the issue out or move you to another hotel of the same standard within 24-hours of you contacting our Rep service, either in person or over the phone. In the unlikely event that we cannot resolve the issue for you or we can’t find somewhere else for you to stay, you can choose to either :

1. Take the next available Thomas Cook flight home and we’ll give you a refund of the cost of your holiday


2. Continue with your holiday at the hotel you’ve booked and we’ll send you a voucher for 25% of the amount you paid for your holiday

We really want you to come back, so you can use the voucher towards the cost of a new holiday with us, staying at one of the hotels where our 24-hour Hotel Satisfaction Promise applies.

To view our 24 Hour Promise Terms & Conditions please click here

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