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Original poster

Is it just me or are Tui really wank?!

31 replies

peachjuice · 15/07/2019 20:12

Booked our hotel in December. It's just me and two kids going so specifically wanted a room with a swim up pool, which I've paid extra for.

We go in 5 weeks.

Email from them today. Sorry, you can't have a swim up pool as there's not actually going to be any rooms with this feature. Oh and we can't change the booking invoice so we can't refund you either. But we can change your holiday to a different one without charge. Except if you want one which is more than you originally paid. (Which they all are!). Then you need to pay the difference.

GRRRRR

OP posts:

furrytoebean · 15/07/2019 20:14

So they’ve charged you extra for a feature you can’t have????

Original poster

peachjuice · 15/07/2019 20:15

Yep!

OP posts:

SouthWestmom · 15/07/2019 20:15

I don't know I haven't got that far: I've tried to look at holidays with them but can't book online just ring 🙄 and the shops don't have brochures just weird screens with no prices or availability.

But that sounds pants so I'm glad we didn't.

PinkCrayon · 15/07/2019 20:16

What on earth??!

BlythesEyes · 15/07/2019 20:16

Surely that is mis selling?
You choose your product that they offer, then it's not available...refund required in full surely? Or compensation?

I'd check this out with your credit card/bank that you paid with if you can.
Every time I hear about this company its always crap....hope you get it sorted x

furrytoebean · 15/07/2019 20:16

They can’t possibly think that’s ok?
Have you tweeted them?

furrytoebean · 15/07/2019 20:17

Of course they can change the invoice!
I bet if you wanted to add something they’d do it pretty sharpish

purplecorkheart · 15/07/2019 20:18

Have you small claims court in the UK?

heronontoast · 15/07/2019 20:18

That's appalling service.
I've booked with tui previously and found them okay. I'd tweet etc to see if you can get a response.
Have you contacted the hotel to see why they can't accommodate your swim up room?

BlythesEyes · 15/07/2019 20:19

One question...did you see a picture of the room with a pool? If so...where has it gone if none like this are available?

OnlyFoolsnMothers · 15/07/2019 20:20

TUI were perfectly fine with our holiday but this isn’t on....tweet them about it !!!

Confuzzlediddled · 15/07/2019 20:21

In thier defence they were fantastic at looking after my mum when my dad died suddenly in one of thier hotels, the rep really did go above and beyond for her, but what they've done to you is terrible!

marinerkk2 · 15/07/2019 20:23

Bloody tui were a nightmare for us this summer. We booked a refurbished hotel with a water park. With 4 weeks to go the water park was nowhere near ready, building works etc.
They wouldn't let us change or refund, nothing. We went in every day and it made no difference although other branches were letting other customers swap.
With a week to go they finally said oh yeah the water park isn't ready, you can change but only at the same price. It was only sheer luck that we found somewhere within budget. Would never ever use them again. Hope you get sorted! Our branches advise was to contact ABTA!

Progged22 · 15/07/2019 20:25

Social media is your friend . Yes your holiday has been missold . They should discount or refund

BitchyArriver · 15/07/2019 20:25

Do you have any proof you booked a room with a swim up pool?

hellenbackagen · 15/07/2019 20:32

I've just complained to tui.

A supposed 5** star resort which at best was 3 star

We got so ill while there but for me to fly home was $725 in injections to settle stomach.

Rep wrote wrong pick up for flight home and meant we got to airport with 20 min to spare because we couldn't get a taxi to airport after coach had gone 3 hours previously.

Tui are indeed shite. Won't book again!

GirlFliesHome · 15/07/2019 20:35

We have had only one experience with Tui- and never again. We sat there in their show room and said that the only thing that was important to us was that we had to be in a place right on the beach. They told us that the hotel was not right ON the beach, but across the road from the beach.

They forgot to mention that in Tui-speak 'across the road' meant three blocks to the bus stop and then a a bus ride away.

There were other things, which we put down to mis-communciations. But that could not be explained away, as we had put so much emphasis on it.

Kpo58 · 15/07/2019 20:46

What is a swim up pool?

igotdemons · 15/07/2019 20:50

Went on 2 holidays with TUI last year and they were ‘OK’.

Decided that hotel holidays weren’t for us so booked a villa holiday with them in February this year for September. Early May, just before the full balance was due to be paid, I received an email advising me that the villa we’d booked had been ‘removed from their portfolio of villas’ so they’d cancelled our booking. I was fuming and the lady I spoke to from TUI when I called them up couldn’t understand what was happening. They wanted me to book an alternative but by that time there were only 2 available villas, neither of which looked appealing and I was so annoyed I didn’t want to book with them again so I requested a refund of our deposit and booked elsewhere.

Unfortunately we’re still using their airline for our holiday but hoping that will be OK as we didn’t have any issues with that last year... 🙄

Maydayredalert · 15/07/2019 20:56

You need to kick off big time with them. You have paid for something that you aren't getting. Unfortunately those who shout loudest etc etc get heard in these cases.

I would suggest you google ceo, head of customer service emails (basically anyone high up enough) and send them a very politely worded but firm email.

hellenbackagen · 15/07/2019 21:16

Kp
It's a swim up room - means the room supposed to be a balcony out to the main pool

Google swim up rooms . They cost an arm and a leg .

Totaldogsbody · 15/07/2019 21:23

Start tweeting about it, companies don't like the bad media and normally contact you to see what they can do, although I can only say this because I've some friends who do this when they're not happy about the service they've received.

Original poster

peachjuice · 15/07/2019 21:49

The hotel was being refurbished when we booked. According to trip advisor reviews it's nowhere near done. This is the exact wording they gave to me.

It was on the phone they said they can't change the invoice!

OP posts:

Rivkka · 15/07/2019 23:02

It's still a type of swim up room but not sure if I'd want that type.

Google photos and see what it looks like now it's built.

Maydayredalert · 16/07/2019 08:04

Honestly don't bother with Twitter/FB/social media media. Their standard customer services really won't help, they'll apologise/say there is nothing they can do.

You need to push and email anyone you can get hold of higher up. Don't be stroppy, just lay out the facts, outline how much the holiday means to you/your family and ask them to put it right. Most big companies have an exec level complaints team and its only when you get to them that you get results.

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