The new AluaSoul Mallorca Resort was due to open on May 1, but with building works unfinished, the opening has been delayed until May 10, according to The Independent. The opening of a sister property on Ibiza has also been put back.
Clients told the paper that Thomson had assured them everything would be ready for their arrival despite comments on social media that work was incomplete. When guests arrived, they were given alternative accommodation and told to take a €44 taxi ride to it, which the operator said would be refunded later.
One client wrote on Facebook that Thomson had sent her relatives “to a far inferior hotel the other side of the island”.
The Independent says that Thomson has been contacting clients offering a full refund, but only on the afternoon before their departure.
A Thomson spokesperson told TTG: "We are sorry the opening of the AluaSoul Majorca has been delayed until 10th May 2017. We will be contacting all customers affected directly to offer a suitable alternative free of charge and will prioritise those due to travel first.
"We appreciate this is disappointing so we’re closely monitoring the situation while our hotel partner completes the work to the standards that we and our customers expect.
"We have currently placed all customers in suitable alternative accommodation and have offered guests a gesture of goodwill due to the unexpected disruption. Our dedicated resort teams are currently on hand to assist customers with any questions or concerns that they may have.
"Thomson would like to remind customers that we closely monitor the progress of work at the hotels we operate to and that situations such as this are rare."
