I’m in holiday hell is it even worth complaining to TUI?

[Thisisnotaholiday]

We are currently on holiday at a H10 hotel in Spain booked via TUI. It has been the holiday from hell and we are counting down the days until we can go home. We paid 5.5k for a weeks all inclusive at a 4 star hotel for me, DH, and DC who are 14 and 16. We saved up
for this holiday, read all the trip advisor reviews (rated 4.5 out of 5) and were looking forward to it after an incredibly stressful few months but it’s been the worst holiday ever.

We booked it as a family of 4 under one booking but when we arrived were told we’d be in 2 separate rooms, both on opposite sides of the hotel. We explained at reception we needed adjoining rooms or rooms at least near each other. We were told no. We did consider one adult sharing with 1 of the DC but both rooms only had double beds and what teenager wants to sleep with their parent. And why should they? Eventually reception said if we paid 200 euros we could have 2 rooms on the same corridor which we felt forced to do. I was not comfortable leaving my 14 and 16 year old in a foreign hotel room miles away from me.

DH and I were given a room overlooking the service entrance which means we are woken at 5am every morning by delivery trucks. At 7 am the sewage truck arrives and they spend hours pumping shit into the truck. The noise is horrendous and obviously from 5am we get no sleep. Can’t sit on balcony as view is of delivery trucks all day. Complained at reception and told TUIs contract with the hotel is for the worst located rooms and people booking through TUI are put in the non refurbished rooms. A reminder this is meant to be a 4 star beach hotel and we paid thousands to stay there.

The hotel is about 50% German and 50% Italian. We are the only Brits here it seems who booked via TUI. As a result there is no TUI rep here and we were told the rep is at another hotel about 30 minutes away. We walked there to find the German rep who was horrified and said she’d talk to the hotel. The outcome was that they could move our DC next to us but we said no as their room is on the opposite side of the hotel away from the service entrance we face and I didn’t want them being woke up from 5am too.

I could go on with the other horrendous things that have happened but would be here all day. Is it even worth complaining to TUI, will they even care? It seems like TUI have a shit contract with this hotel where the very few guests they send there way have the worst rooms but still paying expensive prices.

Sometimes you have no choice if you're tight with flight days, hotel availability, etc, especially to more far flung places like Kenya or Gambia. Believe me, we wouldn't have used them if there was an alternative.

Gosh yes

Maybe

fortunately no one is impressed. 🤣🤣🤣

God that is utterly shit. Just reading this would stop me booking with TUI ever to be honest. What a joke when you've spent so much and saved for a holiday.

Great news that you've been moved OP, hopefully you can enjoy the rest of your holiday now.

OP, I feel for you on the majority of what you have said. But not on the nationalities of those staying there. I never understand why people go for packages and not book their accommodation directly as well as their flights. It's so easy on line now. Booking.com and Expedia are your friends.

I really don't think you can grumble about the hotel being about 50% German and 50% Italian. You are in a foreign country and a hotel has foreign guests? I fail to see why this is an issue.

I hope the OP means other travel companies etc rather than other nationalities or xenophobia needs to be added to the list of complaints about the hotel. 😂

I don’t know how many times I have to say this or whether people are DELIBERATELY misconstruing what I’m saying about other nationalities. And those that are, are making massive generalisations about the nationality of my family assuming I suppose that were white British.

I mentioned nationalities to reflect that few brits are in this hotel which means no help from TUI or the hotel.

You wrote: Other nationalities here have their own reception desk, own very nice entertainment area and their own separate lounges/dining

So is it not "other nationalities"?

I don't think being the only Brit means you aren't allowed as much help from the hotel as other nationalities (who clearly pay higher room rates the that tui Brits)

Tui no longer have reps in all hotels and they advertise which so, you still have access to Tui suppose despite being the only Brits in your Tui hotel

I'm glad you got moved away from the sewage plant, please just enjoy your holiday now

TUI is notoriously horrendous now. They used to be such a great company. For the hotel to admit they take the rubbish rooms for us Brits when we pay so much money is so disheartening. I really feel for you. It seems everything is against us these days

Which hotel is this? If you’d rather not say then what part of Spain? Just so others are aware of what they are going to potentially face if they have booked the same place

Document it and video the sh1t lorry. Phone every Tui number you can find. Write down the name of who you spoke to and time and day of call and number rang and what was said. Keep to facts and keep emotion/feelings out of the complaint as much as you can.

this sounds an awful experience after what sounds like a much needed holiday. Other posters have said it but whilst you are there get the manger and TUI rep email address - list everything and then complain to TUI when you get home. If you haven’t logged it whilst you are there it may be dismissed.
it’s such a lot of money for not a good experience- persevere x

Good grief, name and shame TUI so no one else pays a fortune to stay there! ! Complain and then complain some more. You don’t sound like you’ve had a 5k + holiday experience to me 😳

I am actually very surprised we had stayed in that hotel before Covid and it was lovely (we booked independently although). I would complain to all socials - if you don’t have ask your children to do it’s a lot of money you paid to be treated like this

This is what puts me off using a tour operator/travel agent. I prefer to be in control of my bookings, liaising with hotels in advance regarding specific requirements.

Wow, you’re quite the Clever Trevor, aren’t you? Not sure what that’s got to do with the OP’s current problem or how that’s helpful, but at least you’re going on a nice holiday you booked all by yourself.

OP, continue to complain, consistently and in writing, to the hotel, the rep, and the company, and on social media. As a PP said, don’t let them get away with it.

Yes!! Keep complaining and definitely go on their twitter, they respond to that way more.

@almostoverthehill it's exactly why in last 10 years I book using Booking.com (I can see what category of rooms I'm getting- whether it's got a pool view or sea view etc ) and can message the hotel via the app with any specifics (like rooms next to each other etc) - so far I've yet to not be accommodated- and there is a paper trail. I then just book flights and get cabs etc at airport.

The only package we've done in recent years was with Tui and similar to your experience OP- rooms were the crummiest in the hotel , although technically were the type we booked as we weren't actually offered a better category of room and we had a 13 year old in his own room but not that near .

Good luck getting compensation- as far as they were concerned with us they had fulfilled contracts. We got 2 rooms and the hotel was 4star.

If you are a control freak (and my H is) it's safer and easier to do it yourself and often much cheaper.

Just as an example one hotel we've been to a fair few times in Mallorca - with Tui for a week each was £812 in early July - we did it for £1320 for 2 (including the flights at good times- not red eye flights and cab to hotel ) and got a much better room guaranteed

I'm glad you r got a better room OP

I'm a bit meh re other nationalities getting better room choices and other communal areas than you

Call them and complain. If you wait until you get home you will get nothing

I don’t have any advice (but seems like you’ve had some good advice on this thread) I just wanted to say I’m so sorry this has happened to you and I hope something is done to improve your last few days of holiday

@Thisisnotaholiday can I say how sorry I am too. When you have blown thousands and it's not even enjoyable is just plain shitty

I want to know this too! Don’t want to end up booking there! These are the reviews you don’t see on trip advisor, that’s how others end up in the same position 🥴