First of all – we would like to say thank you for taking the time to send us your press release… and therefore provide a straight answer to a straight question. As the above article and follow-up comments show, we have been asking for information from Thomas Cook… yet this was not provided until lunchtime today. Had Thomas Cook responded earlier, then conversations would not have continued. We have been polite at all times, and have offered our help with taking photographs and appeasing unhappy and worried customers. That offer of help has been ignored.

We have been promoting Playa Blanca, and all it has to offer, extremely positively as a “must visit” destination for a number of years now, via a large variety of mediums, and are very keen to include the waterpark in this promotion when it opens. We are extremely excited about the prospect of such a fabulous addition to the tourist facilities in Playa Blanca. And now it would seem that we may have two? One adjacent to Lanzasur, and one “onsite” at your Paradise Island Hotel. We have asked for clarification that these are indeed two separate waterparks. We would love to boost its profile as part of what we do both online and offline. This would be done for free as with so much other extremely positive promotion that we provide for the Island of Lanzarote, not just Playa Blanca.

As representatives and members of a number of busy tourist websites, we are approached daily for advice… for answers to questions… and for local information – therefore it is our responsibility to help. This is why questions were asked. I have records of the history of conversations between ourselves and Thomas Cook, showing their reluctance to sort this out quickly and honestly.

No “misleading and non-informed assumptions” have been spread from this website – simply questions asked. I repeat again – had Thomas Cook responded to the questions with full information in a timely manner, then there would have been no issue. By hiding from the situation, or ignoring it, the situation has been allowed to continue. The threat of legal advice is inapplicable, because we have not at any time quoted incorrect information as fact. We have stated when information has come from third parties, presented information as seen with our own eyes, and asked questions which until today have been ignored or deleted by Thomas Cook. We would recommend that the information is re-read without a kneejerk reaction, and translated accurately to those who need it.

Regarding the photographs and video – these were taken on the piece of ground immediately opposite the main entrance of Paradise Island, and this is clearly stated within the body of the above article. These images were taken by ourselves last week, and any statement that they were not taken where we declared, is incorrect. We had seen no building work around the hotel… and neither have some guests who are currently staying there. We would love to come and see where this work is being carried out, and happily post evidence for your customers to see with their own eyes. However, despite our regular requests for an exact location from Thomas Cook – this was ignored.

Of course we look forward to seeing the grand opening on May 1st… and we wish you the best of luck with the build in the meantime.

Our offer of providing photographs of the ongoing build to help you promote this in the meantime still stands.

Kind regards

Elle Draper

Contact: Lorenzo Lopez Stark
Position: General Manager
Tel: +34 928 517 914
Email: direccion-paradise@hoteleslopez.com

For immediate release

Confirmation of the Water Park in the Hotel HL Paradise Island for the 1st of May 2012

The Hotel HL Paradise Island will be opening the doors of its Water Park on the 1st of May 2012, as planned. There has been a lot of talk from non-informed sources stating in different blogs and social media channels that this was not the case. The project was signed off in 2010 with a total investment of 3.5 m€. The construction started September 2011 and is due to finish on schedule.

Different non informed and non professional sources have been assuming that there won’t be a Water Park in the Hotel HL Paradise Island. These “bloggers” showed pictures that haven’t been taken at the premises. Additionally, they have been criticizing and questioning whether the opening would take place, spreading incorrect information throughout different channels. Since the posts started online, this has led to a negative impact in sales.

The owner Mr. Lopez Gonzalez confirmed that the Water Park will be finished on schedule and that he doesn’t understand why locals are spreading so much misinformation. Moreover he stated that he would result to legal action against those held responsible for spreading the rumours.

Many hoteliers in Playa Blanca are upset about how several expatriates are spreading misleading and non-informed assumptions online. One hotelier states: “This is very bad for business and such behaviour should be punished by law” The regional Manager Of The HL Group Mr. Campo stated: “… I can’t believe that there are people out there with no knowledge and no information coming up with such foolish remarks”. He also stated that the Hotel will be opening the Water Park as scheduled and that the entire team is very excited to work on this project since it is the first waterpark to be built by the HL group and could be one of the best Water Parks in the Canary Islands.

*****

If you would like more information about this topic, or to schedule a meeting with Mr. Lopez Stark, please call +34 928 517 914 or email at
direccion-paradise@hoteleslopez.com

I have replied:
“Thank you Tony. I believe that you are being fed misinformation as we photographed the working area only last week and nothing had been done onsite up to then. We have also been advised at lunchtime today by people staying in the hotel that they can see no evidence of any building work whatsoever.

However, I will pass this information on to the people that are asking me for information”

I replied:
“Tony – thank you but that doesn’t answer my (and that of a number of other people’s) question. I did not ask when… I asked where. There is no visible building work at Paradise Island, despite assurances that it is underway. Where is the exact location of this building work?”

Thanks Elle x

Thomas Cook deleted my message from their Facebook wall, and still have not responded. Message reposted here:
“No response from you on Twitter, and now it would seem that you have deleted my earlier message from on this page too? I see also that other people’s messages are missing also. I simply want a straight question answered so that I can help your customers from here in Playa Blanca Lanzarote. Where exactly is the Paradise Island Waterpark that you and the hotel are telling people is currently being built? The only building work is at Lanzasur almost a kilometer away – and they insist it is for the sole use of their own guests. More information here: http://www.lanzaroterelocation.co.uk/waterpark-in-playa-blanca/”

Elle

Another message posted on Twitter to ask again where the waterpark is. We have also posted this on their Facebook wall.

Tweet – “@ThomasCookUK Pls answer with exact location of Paradise Island waterpark. 3 msgs not answered now & I’m trying to get pics for your clients”

Facebook – “Hello. I am trying to get someone at Thomas Cook to answer a straight question – which is “where is the EXACT location of the waterpark building work for Paradise Island waterpark in Playa Blanca, Lanzarote”. I have had 3 messages on Twitter not responded to now (or 4 if you include the one I’ve just sent). Your customers are being told different things by various sources. According to you and the hotel, building work has commenced – however we can see no evidence of this in the resort so are trying to confirm the exact location. The only waterpark building work that we can see underway is by Lanzasur (almost a kilometer away)… who are writing to their customers saying that it is for their sole use, and not for Paradise Island clients. If we have that exact location, we can take photos and reassure your customers. If it is that the hotel is lying to you – we can provide you with proof so you can sort them out. Please respond.”

Perhaps this is the day when we can get this sorted out? We will happily head to the exact location and take some photos to reassure Thomas Cook customers that work is indeed underway – which will help avoid bookings being cancelled. But the non-response is not helping them to help themselves.

Come on Thomas Cook – please answer my straight question! If it is that the hotel is lying to you, we can help!

Elle