In November i went on holiday to HK, Bangkok and Phuket

There was a mix up with the hotel in Phuket, the travel agent booked us in a hotel in Kao Lak although she was showing us the website of the Patong hotel (they were sister hotels). So once we got there and realised that actually they were taking us to Kao Lak, we were straight on the phone to Thomson who arranged for us to be moved the next day. The hotel was La Flora - i beleive its a 4/5* hotel

They did move us, but they made us pay a £140 upgrade fee because they were going to put us in a villa in the new hotel (they only gave us the option of Centara Karon Village) firstly, this hotel was not up to the same standards, secondly, when we got there we were told we were not able to have the upgraded villa hotel because although Thomson had attempted to book this for us, there was no availability. So we got put in a basic room and were told by Thomson that we would get out £140 refunded.

During this time, we were not happy with our basic room and Thomson attemped to move us into various other rooms which we found were the same standard and in the end we didnt move (we had already been in about 4 different hotels by this point and were tired!). However the rep at Thomson rang us every single day (he was very good) to update us on what the situation was. This was fine but this resulted in a huge phone bill on my part (over £250) which the man said would be refunded.

As you can guess, I wrote Hayes and Jarvis and Thomson a letter immediatley after arriving home, with a standard response blaming me for not having read the confirmation (the confirmation said La Flora hotels Phuket - i just assumed this meant Patong, i had no idea what Kao Lak was or whether there was a sister hotel so i had no reason to query it.)

Another point to add is that i did complain within 28 days, but since thier reply i have put it on hold, and this has been over about 3 months now. Is it too late to claim now?

If not, can you advise on what I should do next?

Many thanks,

Manisha