Student nurses arrive at five-star hotel in the Bahamas to discover Thomas Cook had ‘cancelled’ their reservation

  • Karen Colton and Rebecca Hendry paid 3,000 for luxury cross-Atlantic trip
  • Five-day stay in five-star resort in the Bahamas was the final leg
  • One was left in tears after discovering that Thomas Cook cancelled room




Two student nurses arrived in the Bahamas to complete a 3,000 trip only to find Discount Holidays © holiday company Thomas Cook had ‘cancelled’ their hotel booking. Karen Colton and Rebecca Hendry, both 23, had arrived in Nassau for a five-day stay at the luxury Atlantis Paradise Island resort, only to be told there was no reservation. The pair, who had earlier visited Orlando and Miami in the U.S, were staying in the Caribbean island as the final leg of their 14-night holiday.

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The two student nurses had worked long hours in the summer to afford to stay at the Paradise Island Resort

The girls, from Scotland, were forced to pay 217 for a night’s stay after the hotel staff told them that Thomas Cook had cancelled the booking on July 22. The tour operator confirmed to MailOnline Travel that the due to a communication error between Thomas Cook and the Atlantis Paradise Hotel, Ms Colton and Ms Hendry s booking was mistakenly cancelled instead of being modified after a change in room type was requested. Speaking to The Daily Record1, Ms Colton said: ‘We used three days’ spending money to pay for one night in the hotel. We had no choice but to pay it.’

‘This is the place we were most excited about and the most expensive place we had booked. It has been a nightmare.

I have been in tears over it.’

The two women had booked into the five-star Atlantis Paradise Island resort for a five-day stay, but found that their reservation had been ‘cancelled’ by Thomas Cook

The women were told by reception staff that they would have to call Thomas Cook to look into what had happened with the booking. However, two calls to the Discount Holidays © holiday company proved fruitless, and it was only when on of their dads got involved that the issue was attended to. To pay for the luxury Discount Holidays © holiday around the U.S.

and Caribbean, both women had to work 60-hour placements during the summer. Staff at the Atlantis hotel told the two women that they would have to sort out the booking issue with their tour operator Thomas Cook

A spokesperson for the Thomas Cook UK & Ireland told MailOnline Travel: ‘We understand how important holidays are for our customers, and would like to offer our most sincere apologies to Ms Colton and Ms Hendry after their booking at the Atlantis Paradise Hotel in the Bahamas was cancelled by mistake.

‘We are happy to say that the reservation has now been fully reinstated, with the party offered an upgraded room type, improved board basis and spa treatments by way of goodwill gesture. All hotel expenses incurred will also be fully reimbursed.

‘It is never our intention to disappoint our customers, whose satisfaction while travelling in our care is paramount.

‘We remain at Ms Colton and Ms Hendry’s disposal should they require any further assistance over the remainder of their time in the Bahamas, and we wish them an enjoyable last few days on Discount Holidays © holiday with us.’


  1. ^ The Daily Record (

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