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Original poster

Holiday room mess up!

236 replies

MummyChocolateMonster · 10/07/2025 17:20

On holiday in Greece with DH and our teens DD18 and DS17. When we booked we specifically searched for a place with 2 separate bedrooms. We found a self catering hotel apartment - 2 bedrooms (1 x twin, 1 x double) with a separate living room/kitchenette.
On arrival we were told we’d been “upgraded” only to be dropped at the room and find it’s 1 bedroom with 2 single sofa beds in the living room/kitchenette.
We went back to reception to be told the new room is superior and newer. We specifically wanted 2 bedrooms with the separate living room/kitchenette so we asked to have what we booked. Apparently there is not one available.
It seems they overbook the 2 bedrooms then try to “upgrade” you to a 1 bedroom with put you ups.
The head receptionist isn’t here until 9pm but we’ve been told there’s not a 2 bedroom to move us to. It’s a small hotel.
We booked with a reputable well known tour operator. They’re investigating but have also been told by hotel no one available to speak until 9pm.
I don’t want to overreact but we have no separate living areas. The teens and their luggage are in the living room. DD has ADHD and doesn’t sleep great so we won’t be able to get a cup of tea/breakfast etc until they’re awake each day.
I don’t even know what option we have but to put up with it! Had a horrible few months and I know there’s worse things and that this is minor for 14 days.
Realistically what can the tour operator do when in reality we have enough beds to sleep on and the hotel is saying they don’t have a spare 2 bedroom for us? I just feel what we have is not what we paid for. I’m not after money.
I think I just needed to vent a bit. I’m probably tired, up since 2.30am. I’m irritated too that they tried to tell us it was an upgrade!

OP posts:
Thread gallery
5
Candleabra · 12/07/2025 08:53

Glad to hear all sorted and enjoy your holiday! (I’m up early enjoying a cup of tea before the teens get up and understand how precious that time is!)

NCTDN · 12/07/2025 11:14

I’m glad it got sorted. Make sure you push for what extra the hotel will give you in compensation.

Freud2 · 13/07/2025 08:36

MummyChocolateMonster · 10/07/2025 17:20

On holiday in Greece with DH and our teens DD18 and DS17. When we booked we specifically searched for a place with 2 separate bedrooms. We found a self catering hotel apartment - 2 bedrooms (1 x twin, 1 x double) with a separate living room/kitchenette.
On arrival we were told we’d been “upgraded” only to be dropped at the room and find it’s 1 bedroom with 2 single sofa beds in the living room/kitchenette.
We went back to reception to be told the new room is superior and newer. We specifically wanted 2 bedrooms with the separate living room/kitchenette so we asked to have what we booked. Apparently there is not one available.
It seems they overbook the 2 bedrooms then try to “upgrade” you to a 1 bedroom with put you ups.
The head receptionist isn’t here until 9pm but we’ve been told there’s not a 2 bedroom to move us to. It’s a small hotel.
We booked with a reputable well known tour operator. They’re investigating but have also been told by hotel no one available to speak until 9pm.
I don’t want to overreact but we have no separate living areas. The teens and their luggage are in the living room. DD has ADHD and doesn’t sleep great so we won’t be able to get a cup of tea/breakfast etc until they’re awake each day.
I don’t even know what option we have but to put up with it! Had a horrible few months and I know there’s worse things and that this is minor for 14 days.
Realistically what can the tour operator do when in reality we have enough beds to sleep on and the hotel is saying they don’t have a spare 2 bedroom for us? I just feel what we have is not what we paid for. I’m not after money.
I think I just needed to vent a bit. I’m probably tired, up since 2.30am. I’m irritated too that they tried to tell us it was an upgrade!

We had the same thing - an apartment advertising as a two bedroom turned out to be one bed and a sofa bed in the lounge. We moved out and found another hotel and took it up with Booking.com and they paid the difference.

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Arran2024 · 13/07/2025 17:26

I've seen posts on Facebook where someone books a lovely accommodation only to turn up, be told it's flooded or sth so they get moved to somewhere much less nice.

It seems like this place has no trouble selling the 2 bedroom version but not so much the one you got, so they do sth similar and hope the people affected won't complain.

It's very unfair.

Original poster
MummyChocolateMonster · 13/07/2025 21:39

Arran2024 · 13/07/2025 17:26

I've seen posts on Facebook where someone books a lovely accommodation only to turn up, be told it's flooded or sth so they get moved to somewhere much less nice.

It seems like this place has no trouble selling the 2 bedroom version but not so much the one you got, so they do sth similar and hope the people affected won't complain.

It's very unfair.

I think you’re right! They overbook the 2 bedroom apartments and “upgrade” the excess.

OP posts:
BrightLeader · 13/07/2025 23:17

I completely sympathize . Several years ago we took my elderly mother & our adult daughter with special needs to Greece. On arrival we were told we would have to all 4 share one room for the first night of our stay. We naturally put our foot down & subsequently they miraculously said they could find us rooms at another hotel in the same resort. This wasn't the one we booked & wasn't as nice but we really had no choice so had to make the best of it. Not ideal !!
YANBU if you complain.

StarlightLady · 14/07/2025 06:32

OP, l am pleased that this has been resolved but it has has also put you through a lot of stress. I suggest you still put in a formal complaint to the tour operator (there is a form on their website) emphasising that this has spoiled the start of a holiday you were looking forward to.

Also, by (Greek) law, all establishments have to carry a Complaints Book, this must be provided on request and you may want to consider filling this in.

Enjoy the rest of your holiday.

Ademasstudio · 30/07/2025 14:45

Did you have a nice holiday on the end OP?

Original poster
MummyChocolateMonster · 30/07/2025 18:31

Thank you @Ademasstudiowe did! The new room was ideal but the only downside is I just felt a bit unpopular at the hotel.
TUI were useless and did nothing further. Last I heard the rep was speaking to the hotel about compensation but I did not bring that up directly with the hotel because the head receptionist (who I now believe is the owner) was obviously quite high conflict and I did not want a further battle.
i returned home and found that TUI had closed the complaint. I therefore submitted another seeking compensation for the hoo ha/stress and the night in the wrong accommodation.
TUI contacted me today by telephone and offered £40. I pressed them hard but they were not budging. A few days ago I was fully prepared to take them to small claims if they offered something insulting but just on Monday I had a health concern following an unexpected test result and it’s under investigation on the 2 week pathway - hopefully it’s nothing. But with that going on I decided to take the £40 (less than 1% of the holiday cost) and be content.
I won’t book with TUI again - other than this which we mainly resolved ourselves, we had an issue with not being told the right meeting place for an excursion and only found out from other guests as TUI ignored all messages and didn’t return my calls.
Enjoyed the rest of the holiday. Only other issue (unexpectedly) was seeing what appeared to be 2 human poos floating in the sea at a beach we visited and then another one the next day on our nearest beach! Confused

OP posts:
Zonder · 30/07/2025 21:56

£40? What an insult after all that!

Sorry to hear you have had a health scare. I hope all is ok.

LilacReader · 31/07/2025 08:14

MummyChocolateMonster · 30/07/2025 18:31

Thank you @Ademasstudiowe did! The new room was ideal but the only downside is I just felt a bit unpopular at the hotel.
TUI were useless and did nothing further. Last I heard the rep was speaking to the hotel about compensation but I did not bring that up directly with the hotel because the head receptionist (who I now believe is the owner) was obviously quite high conflict and I did not want a further battle.
i returned home and found that TUI had closed the complaint. I therefore submitted another seeking compensation for the hoo ha/stress and the night in the wrong accommodation.
TUI contacted me today by telephone and offered £40. I pressed them hard but they were not budging. A few days ago I was fully prepared to take them to small claims if they offered something insulting but just on Monday I had a health concern following an unexpected test result and it’s under investigation on the 2 week pathway - hopefully it’s nothing. But with that going on I decided to take the £40 (less than 1% of the holiday cost) and be content.
I won’t book with TUI again - other than this which we mainly resolved ourselves, we had an issue with not being told the right meeting place for an excursion and only found out from other guests as TUI ignored all messages and didn’t return my calls.
Enjoyed the rest of the holiday. Only other issue (unexpectedly) was seeing what appeared to be 2 human poos floating in the sea at a beach we visited and then another one the next day on our nearest beach! Confused

If you look on FB there is a whole TUI section. They seem fine until something goes wrong and then can't be bothered to do anything. I know a lot of people are fine with them, a good friend of mine is, but it's not until a problem arises that you find out.
Hope all goes well with your results x

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