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Our 24-hour Hotel Satisfaction Promise

At selected hotels, if on arrival your hotel isn’t as we’ve described, you’ll have 24-hours to inform our rep service. From the moment you tell us about your issue, we’ll then have 24-hours to sort it out or offer to move you to another hotel of the same standard. You can either contact our rep service in person or over the phone. Not sure how to reach your rep? You’ll find contact details at your hotel reception.

In the unlikely event that we can’t resolve this for you, or we can’t find somewhere else for you to stay, you can choose to either:

Thomas Cook | Reasons to Book | Refund the Cost

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


Thomas Cook | Reasons to Book | 25% Off

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.

Watch our 24-Hour Hotel Satisfaction Promise video

Thinking about your next getaway?

Our 24-hour Hotel Satisfaction Promise applies to selected hotels. 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.

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

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