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.

Do you have the tui app. Complain on there and it will definitely get read. I had issues with a stay last year and the hotel were not helpful. Tui gave me a part refund for all the mis representation .

Had a really similar experience, also a H10 on the Canary Islands. Tui couldn’t have given less of a shit. We complained there and they offered us £100. Complained again when we got home and they didn’t reply. Won’t book with them again.

This may have already been suggested... take photo and videos to back up your claims especially the noise and the lack of veggie meals.

I used to work for a tour operator and if anyone emailed the CEO directly it was always replied to asap. Details below:

I have got NO advice but I just wanted to offer you some sympathy. I can't afford holidays abroad so I would be gutted to save up for one, only to be put overlooking the service entrance and the 5am sewage lorry. Christ. I'd be livid.

Did you put a request in advance for adjoining or close together rooms?

Jeezo. Get organised. Get on social media. It takes two seconds to set up a Twitter & Instagram. Get the photos & videos up.
You've been given so much good advice that you seem to be ignoring.

Take photos and video of the trucks and sound recording of the noise.

As others have said document all conversations you have had.

Take video of sewage lorry & rubbish view. Include watch/clock shot showing early morning time. Email to CEO above saying we saved & paid £5.5K for this.

Create some social media just to post the same video & message.

Hope it improves for you.

I am really sorry you're going through this OP. My only suggestion is - social media. All anyone cares about is their reputation. Go public if you can. Gather evidence of everything - photos, videos, emails etc. Perhaps have a something nice planned on your return - favourite restaurant? favourite family activity? etc to get you through this.

I know not helpful this time but subsequently I wouldn't book all inclusives for many reasons but this now being another. You have so much more control and see so much more doing it your way than inside 4 walls.

Also, can you tag TUI in all of your social media posts?

I second complaining to the CEO. Had a nightmare with booking.com. Getting no help via customer service etc. In the end, fired off an email to the CEO and suddenly they sprung into action.

Collect a paper trail of evidence.of complaints plus video, audio and photo evidence. Put in a complaint.

Complain to TUI now and tell them you want to move rooms now. Do it by email and you can list all the other times you've complained. You can then demonstrate that you've done all you can and given them time to fix it.

When you get home keep complaining. Every day.

Email Tui the same email every day and keep complaining to your rep

@Xrays sorry to hijack the thread but would you mind sharing the name of the hotel? Family member might be about to book the same one....

Sounds grim, I’m so sorry.

Keep complaining. Get some footage of the so everyone can hear how loud it all is.

Do what you can to enjoy the remainder of your stay. Buy some ear plugs. They will at least reduce the noise so hopefully you won't get woken up so easily.

Use as many as you can! Twitter and Tik Tok and Instagram - all good.

All have different rules eg Twitter public posts are - ? - 140 characters, but honestly, just put it where you can.

Make sure you tag the TUI account on whatever SM you're on (might be named slightly different on each one). Add a hashtag like #holidayfromhell (thus if anyone searches for that, your post will come up).

Get the kids onto social media and get them to get their friends at home to share to everyone they can think of. And use lots of photos and #s. At least you can warn other holiday makers booking into that hotel too.

What a nightmare.

In the meantime I'd find a pharmacy and get some earplugs. Don't forget the complaints but you can at least get some sleep and enjoy the local area. How many lorries are coming daily?

A few years ago on a package holiday with Tui (Corrajeco) our hotel room was broken into. Stolen phones, cash, etc. No help at all from the hotel or TUI. Thank'fully we'd taken out insurance but that doesn't replace memories.

As you're on holiday with 2 teenagers, I would enlist their help with the social media angle. Maybe even give them the challenge of making your complaints go viral. Get them to set up new accounts for you rather than using their own, obviously. But also they can post to their own feeds and their friends can help, tagging in Tui and the hotel every single time.

I’ve never holidayed with TUI but my Mum has several times and says she has had awful holidays (mainly as OP dreadful accommodation) she says she would never ever book with them again.

That sewage pumping video sounds like it might blow up on tiktok. Post it with a headline like 'POV: You paid 5.5k for a holiday with TUI only to be woken up by the shit truck pumping sewage outside your room every morning at 5am'. Make sure you put TUI and the hotel in the hashtags. I wouldnt post it from your dc account though, better to set up your own one.