Thomas Cook rights for customers stranded abroad with hotels demanding extra payment
STRANDED holidaymakers face even more misery as hotels demand payments in the wake of Thomas Cook's collapse, so we round-up what to do if this happens to you.
Some staff have been insisting families settle unpaid accommodation bills, threatening to kick them out of the hotel - or refusing to let them leave - unless they pay up.
One couple was hounded for a £1,100 bill and told they'd have the police called on them if they didn't pay-up (see the box below for more on this).
That's despite customers already paying these fees to Thomas Cook. The issue is Thomas Cook hasn't passed on this cash to hotels.
If you're abroad now and your hotel is asking for cash - don't panic.
Here are your rights and what you need to do next.
Don't pay if your hotel is Atol protected
If your holiday is Atol protected, which typically applies to all Thomas Cook package holidays where you paid for flights and accommodation in one go, then you shouldn't hand over any cash.
That's because it's up to the UK's Civil Aviation Authority (CAA) to foot the bill.
It has on-the-ground agents speaking to hotels to try and guarantee payments so you can stay where you are.
If you're in a situation where your hotel is demanding the cash or you're experiencing difficulties, call the CAA hotline on +44 1753 330 330.
The CAA will escalate the situation and speak to your hotel for you.
If the hotel does not accept the CAA's guarantee, you may be relocated to another hotel for the duration of your stay.
In these circumstances, the CAA will inform other suppliers, such as airport transfer providers, of the change to your accommodation and flight details.
Make sure you don't hand over any cash, unless explicitly told to by the CAA.
Couple told to pay up or else they're on the streets
THOMAS COOK hotel staff threatened to call Spanish police on two Brit holidaymakers unless they paid a £1,100 bill.
Callum Weston, 27, and Bethany Sharp, 23, have been told they have to pay or else they will be kicked out of Bahia De Lobos in Fuerteventura.
The couple got engaged on on September 18 - the first night of their ten day Thomas Cook holiday - after paying more than £2,000 for the trip.
But museum manager Callum claims the hotel manager has refused to speak to the Civil Aviation Authority about Thomas Cook's unpaid bill and has threatened to put the couple on the streets.
He told The Sun Online: “We had a full on screaming match and he reduced my fiance to tears. He also threatened another family who are travelling with an 11-month-old baby.
“We don't have enough money and it's borderline disgusting.
“If we get kicked out we can't afford to go somewhere else. We don't want to put more money down when we don't know what is happening.”
If you can't get through on the hotline, the CAA also has a dedicated team on Twitter.
Direct your tweets to and someone will be able to help you.
If your holiday isn't covered by Atol you'll need to pay and reclaim the cash
If your holiday isn't Atol protected, which typically means you paid for the flights and accommodation separately, then any Thomas Cook accommodation will still be covered by ABTA.
In this situation, ABTA says you should pay your hotel bill if you can, but keep the receipts so you can claim the money back.
If you cannot afford to pay what the hotel is asking, or if you're worried about the amounts being asked for, call the ABTA emergency line on 0330 135 9665.
The team will evaluate claims on a case by case basis and help you if you're stuck.
Before you hand over any money to a Thomas Cook hotel, make sure you've checked whether you have Atol protection.
If you do, you need to follow the Atol advice not the ABTA advice and refuse to hand over any money.
This advice doesn't impact customers with Thomas Cook flight-only bookings as the defunct travel agent won't have been responsible for accommodation.
We've also rounded-up your rights for cancelled holidays and how to get a refund.
And how to claim for worthless Thomas Cook gift vouchers.
It comes as some stranded passengers spend the night sleeping in airports as Brits say they've been "left in the wilderness".
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