Holiday room mess up!

[MummyChocolateMonster]

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!

Do the card games down by the pool listening to the entertainment

Thank you, will do.

^This , some companies sell rooms twice- often the 2nd time at an inflated price.

I’m keeping a lid on it. We’ve been for a walk earlier and have booked a lovely taverna for dinner later.

If the hotel have the room type you booked they have chosen to overbook it. They are choosing who gets accommodation as booked and who gets downgraded (I bet if you look at prices the one bedroom is cheaper). Just keep on at them until you get what you booked and paid for.

I hope you have a lovely evening out, but do push this, your kid needs to be comfortable and so do the rest of you.

Yes this is what I think. They said it’s newer and nicer but we don’t mind old! We just want 2 separate bedrooms. The 1 bedroom superior (with put you ups) is same price as 2 bedrooms and we had option of either at booking but picked 2 bedrooms knowing the spec was lower.

Ask for an extra twin room - you can all still use the living room to socialise and then the kids go off to their room at bed time. Also ask when the 2 bed will be available- if you are there 2 weeks it will be worth moving in a few days if it becomes available.

That’s appalling. You really need to push Tui on this - they are ultimately accountable.

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.

They can put you into another hotel that is able to offer what you booked, or something better. This is a clear breach of contract and they have a duty to put you into accommodation that is as close as possible to what you wanted.

Yes they need to sort this. That is a huge downgrade and not acceptable. I hope the manager sorts something tonight.

down to reception every single hour on the hour and be loud; they'll find u what u paid for; and then do a chargeback. Been there.

Say very little. Have a second person with you when you go to complain. Make sure they do not open their mouth but stand beside you and look like they support you.

Bring a notebook and write notes.
Make it look like you are very serious.

write bullet points to keep you on track.

Say very very little except ‘I’m NOT happy’ you don’t have to be aggressive just say ‘I’m not happy’ unless they offer you what you paid for or better.

Good luck.

Something similar happened to us on arrival in Egypt. We had booked accommodation independently though. I was furious and refused to move from Reception until it was sorted. We had paid a fortune to have two 2 bedroom rooms as we all wanted separate space and they 'upgraded' us to 2 1 bedroom water bungalows. Our boy/girl teens would have had to share a bed.
They said it was only for 1 night but I didn't believe them. I said you give me the rooms I've paid for or I aren't moving. It was only when I started to raise my voice at several male staff and made it clear I wouldn't accept it they eventually backed down and 'found' us 2 rooms we'd booked in the other part of the hotel next door.
If I were you I wouldn't unpack and I would politely demand they give you 2 separate rooms if they dont have 1 big one. Don't accept it and imo if you accept it for 1 night they'll keep fobbing you off! Good luck.

Totally entitled to be aggrieved. The hotel has fucked up. You have booked, paid for and need two bedrooms. Nothing else is acceptable. They will have a solution, you just need to be firm.

I hope you manage to sort this, OP. I’d be pushing for a move to a different hotel with the type of room you booked. However, it is peak season and Tui may not have such rooms in their allocations. If you’re forced to stay, then I’d submit your complaint right away. You could tweet at them, for example.

You’re being very calm, OP, that’s brilliant.

like another OP says - when you have your meeting, make it clear you have not unpacked, take notes, say it’s a lovely hotel, you want to enjoy what you’ve booked, and how do they propose fixing it.

sorry you’re dealing with this, so rubbish to arrive to something that won’t give you what you’ve so carefully planned.

me and DP once got upgraded, which was a downgrade.

we had booked a studio apartment with a big king size bed. Was planning on a quality time, reconnect romantic time away.

they upgraded us to a 2 bed apartment with living room and kitchen. Greater thought. Nope bedrooms were ting with 3/4 beds in them. Original rooms not available. Romantic time away spent sleeping in separate bedrooms. We did get money back.

We once had similar in Greece - an "upmarket" but absolutely awful British tour company, put us in very unsuitable self catering accommodation which did not meet the description of it when we booked. I absolutely insisted we were moved to somewhere else. They didn't like it, the tour rep grumbled but I stuck to my guns and we were found somewhere different - not an upgrade but more suitable and more in line with what we had booked. So stick to your guns, YANBU, they have downgraded you and not provided what you booked. If they have another hotel in the area, perhaps that would be better in terms of rooms. You could quote the law at them if they don't want to bother - breach of contract for starters.

Under the package travel regulations, TUI has to provide you with the holiday you booked.

If the hotel don't have that, TUI needs to arrange a suitable alternative - either 2 x 1 beds at that hotel or a 2 bed at a different property of the same standard or better at no cost to you.

If you are not getting anywhere with the local rep, you should have a 24/7 Duty Office UK telephone number. They often have more leeway in authorising upgrades to keep customers happy when things go really wrong.

I’d be furious as it’s actually pretty hard to find two bed apartments and it’s exactly what we want and need

I suppose you might have to stay there tonight but I’d be having a go at the hotel and tui.

FFS. They teach gaslighting in business now don't they? Upgrade my arse. Someone stuffed up the bookings and now you're downgraded.

@MummyChocolateMonster good luck, hope you get a good solution

@MummyChocolateMonster good luck, hope you get sorted and enjoy the rest of your holiday, they are trying it on

i remember working in London night before Thatchers funeral and I urgently had to work late in the office and be there crack of dawn the next day. Work had no choice but to get me a king suite in a local 4 star hotel as it was all that was available

when I got there they tried to book me into a standard twin and tried to sell it to me as an upgrade because I got an extra bed! You can imagine my response.

@MummyChocolateMonster I would be jumping mad if I was you!!! dont let anyone get in your way for your rights!!

Update!
Head Receptionist came on duty so at just after 9pm we went and found her. She was super-arsey. She’d heard from TUI, and the staff member we spoke to earlier.
She was loud and irritable and she said she was really confused as she didn’t know it was criminal to offer an upgrade. She then told me it made no sense that I was upset. She was explaining the cost is the same and the upgraded room is often used for families.
She was confrontational. Not a word of apology. We stood our ground and said we want what we booked and if we’d wanted the superior 1 bedroom we’d have booked that. She was quite evasive and said to come back later and she’d have a look and see when she could move us.
I’ve never met an unpleasant Greek person on my holidays until today! She wasn’t pleasant and had a hard stare but I just glared back.
I wasn’t hopeful but when we returned at 11pm she very simply and pleasantly said it was all sorted for tomorrow and to come to reception after breakfast and we’d be moved. Maybe tomorrow we’ll find ourselves in the boiler room!
Thanks everyone, not the peaceful holiday start we hoped for. I’ll update when we move but as long as it’s 2 bedrooms, that’s what we booked!