Is it just me or are Tui really wank?!

[peachjuice]

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

You need to take it further. You are entitled to receive the holiday that you paid for as it was described when you bought it. Have you looked at citizens advice etc?

Did you pay with a credit card. If you did, contact your bank and put in a section 75 claim

Can't hep with your issue, but we booked with TUI this year to go back to a hotel we loved last year - because their package was cheaper than booking independently.

This year, on the plane they sat us for a four hour flight next to a disabled gentleman who couldn't be moved; told us to climb over him - this after their online check in wouldn't work - for either direction. Uncomfortable AND insensitive.
At the resort, the rep, same one as last year has still not learnt that you cannot direct people on foot with driving directions, she has clearly never walked around the resort.
We tried to register a complaint about the attitude on the outward flight, she just tried to get us to pay more for seats. And she didn't turn up for the welcome talk, but put a note through our door saying she had been around three hours earlier (than advertised in the welcome pack), so we had to arrange spend an extra day in the resort to see her than we had planned to use to go elsewhere.
Flight on the way back was 2.5 hours late (unavoidable but grim).

BUT on the TUI organised trip we took to North Cyprus, the guide (Eva/Ava? if you happen to meet her) was awesome, as was Mario, the world's only jolly tourist coach driver!

Get on twitter, OP.

Not sure if you've already seen it but there's a Facebook group for people going to Elounda breeze resort and discussing the issues with the rooms and what they've managed to get from tui as compensation. I'm slightly biased as I love Elounda but think even with the issues regarding swim up rooms, the area is still amazing and issues with the hotel are being resolved. Hope you get something sorted and have an amazing holiday x

@muddledmidget thanks! I've joined that group and feel a bit more heartened. They're insisting a shared pool is the same as a swim up room though

www.gazette-news.co.uk/news/17769859.dream-tui-holiday-complete-hell/