It's only now after Thomas Cook's recent reply to our complaint, basically 'fobbing us off' that I have decided to write this review.
We stayed at this hotel eighteen months ago for a week without issue. We visited again in February 2013, money went missing from our safety deposit box, 180 pounds which we discovered on our second day of a two week stay. When I raised this with the management at the hotel I was verbally abused by the manager who basically called me a liar, they gave us all the only one key and you've got it speal, I called for the Thomas Cook rep, he appeared to be like the poor staff at this place...frightened to death of the manager. I insisted on the police attending, which they did. I asked to look at the 'CCTV' However I was presented with a 'contract' (which I still have) by the management which they said I would have to sign if I wanted to access the footage which was on a hard drive, this said that if it didn't show anything I would be liable for the 140 pounds cost of getting the footage and that they would prosecute me for lying!
Of course I had no intention of signing anything and this heightened my suspicions. The following tea time we spoke to the rep and within an hour he came to our room and said he had just viewed the footage and it showed nothing (surprise,surprise), yes that's right about twenty hours viewed in under an hour. He invited me to view it, I told him that if I sat and watched the footage for it's entire duration and it had a second by second clock on it, I still wouldn't believe it unless I saw someone in the box, that's how much faith I had in it.
We decided that to salvage something from the holiday we had to move, we got the rep to sort this out, and two days later we moved to Palma Rima at a further cost of 160 pounds.
Not once for the remainder of the stay did any representative from Cooks call to see if we were ok after what I would describe as a bit of an ordeal. If this is a reflection of their company no wonder they are where they are. When we got home I wrote to Thomas Cook and told them of our nightmare, unfortunately Trip advisor rules mean I cant share it with you, but basically it was a 'fob off'.
In closing my review I will tell you a little about me, I am an Officer in the Fire and Rescue Service, I deal with all sorts of people in all manner of situations. I will leave it to the readers to decide whether I would waste the best part of the first week of our holiday, upset my wife and then spend another 160 pounds to move to a hotel half a mile away from all the action by 'making this up'.
- Official Description (provided by the hotel):
- Holiday Beach Club Hotel is a simple traditional African hospitality facility of a Two (2) Star rating, situated on the Golden Kololi Beach. The Holiday Beach Club Hotel Complex features 81 rooms consisting of Superior, Pool view, Sea view, Single storey and Garden View rooms. It also has a swimming pool, Main Bar, Beach Bar and Restaurant. Its mission is to provide a simple but modest Gambian hospitality service of excellence, while aiming to make the Gambia a tourist haven. ... more less
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- Also Known As:
- Holiday Beach Hotel
- Holiday Beach Kololi
- Holiday Beach Club Hotel Gambia/Kololi