I paid for premier gold upgrade for my wife and I on a recent Thomas Cook holiday to Goa. We did not receive most of the upgrade entitlements, which the steward informed us was due to catering mess-ups. This I feel we should be compensated for - it was meant to be a treat for my wife! At our hotel building work was being carried out, all day, every day by the pool for the first week and part of the second week. They were working on the roof until 11 o’clock at night. When we spoke to the Thomas Cook rep she informed us that Thomas Cook in England had informed travellers 4/5 days before departure about the building work, and I believe some customers changed hotels or destinations. She showed me a letter showing six to eight families who had not been notified including us, but we did not receive it. As my travel agent and Thomas Cook had my address and phone number I find this totally unacceptable.

In addition, a film crew took over one of the swimming pools and the restaurant for a day and we had to keep out of the way! There are numerous other complaints, which I have listed in a letter to Thomas Cook, but have got no response. Brian Wileman, London

A Thomas Cook spokesperson responds: Thomas Cook takes customer service very seriously and was disappointed to learn that Mr Wileman was not satisfied with his holiday to Goa. Following further investigation in to the points raised by Mr Wileman, Thomas Cook has written to address these and to apologise that the company was unable to make him aware of the building work at his hotel prior to departure. As a result, Thomas Cook has offered Mr Wileman a voucher for £200 towards the cost of his next holiday to apologise for the inconvenience caused.

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