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!

What is the one bedroom description?

So they’ve provided this.

you said the teens had their own single bed in the lounge

and you and your husband have a bedroom

the lounge is the second bedroom.

find it’s 1 bedroom with 2 single sofa beds in the living room/kitchenette.

they have provided this.

Does the website have any pictures of this category room?

But that isn't what is described in the two bedroom information.

Yes it is

4 single beds in total
which is precisely what the op has

What hotel is this op? I can almost guarantee that if they’ve proceed 4 single beds in total, which you say they have, and which the room category description says is provided… then the living room is the second bedroom.

but if you say the hotel (not outing as presumably hundreds of guests!) then we can check for you before you waste precious holiday on this

18 years experience in the travel industry!

No, two bedrooms for 4 people, and a sofa bed in lounge for another person was booked.

What OP has is one bedroom and 2 sofa beds in lounge. Very different

What is the room description for a one bedroom apartment op?

No

read the room category screen shot

4 single beds

each of the OP’s teens has a single bed in the lounge area.

Why are people getting snippy with the OP?

She booked an apartment with 2 bedrooms, with 2 beds in each (or sleeping 2 in each), plus a separate living space with kitchenette/sofa.

She was given an "upgrade" to an apartment with 1 separate bedroom with a double bed, and a separate space with 2 beds and living area.

She booked 3 spaces - living area, bedroom 1, bedroom 2 - and was given a place with 2 spaces - bedroom 1, living space.

Not hard to understand why she's upset/angry.

People on tripadvisor refer to a 2 bed apartment over 2 floors and the apartment website clearly differentiates between 1 and 2 bedroom apartments. The OP does not have what she paid for.

I’m not getting snippy
I don’t want the op to waste her holiday of not necessary

the key is to see the screen shot of the room description of a one bedroom

I have almost two decades of experience in the travel industry

I have seen confusion regarding two bedroom apartments hundreds of times and it waste peoples special holidays by arguing about it

Most obvious solution under difficult circumstances.

When in France thd living room was classed as a sleeping area - two beds. Each sofa converted to one.

Room descriptions are on the website. There are very clearly one bedroom and two bedroom apartments listed. OP has booked the two bedroom and been given the one bedroom. I suspect they're claiming it's one of the "superior" ones, hence the upgrade.

The one bedroom states sofa beds for children under 12. Which OP's children are not.

The two bedroom should have an extra sofa bed in the living room, so sleeps five. The room OP has been given would not sleep five.

@Itsthe1st if you look at the screenshot it's the Ourania Apartments. Website in the screenshot. The 2 bed and 1 bed apartments are described differently. There are also photos. The @MummyChocolateMonster does not have 2 separate bedrooms as booked. Sofa beds are not single beds.

I didn’t see the hotel name

apologies

you are bang on correct and I am wrong

She doesn't have 4 single beds though - she has already said it's a double in the bedroom

I think there's probably a bit of miscommunication going on. It's very common in France and other countries for accommodation for four to five to be one separate bedroom and sofa beds in the living area. You have to read the small print very carefully. We were caught once decades ago now - the accommodation were put in was much nicer than the accommodation we were transferred to with two separate bedrooms.

@MummyChocolateMonster I hope you get what you were expecting today.

Also agree that this is a local issue not a Tui issue. Although the rep may be able to help if you don't get moved today.

I'd be getting the tour operator to move you to an equivalent if this hotel can't provide it. I'd also be telling them that you booked it due to your child having a disability, that requires them to have their own sleeping space, because that is exactly what you've done (I do the same for my son with asd, it'd be a nightmare having him trying to sleep in a living space on a pull out!)
Make do for now and enjoy the weather and facilities and maybe tag team complaining with your husband so that someone is always enjoying themselves with the kids.

The website claims two bedrooms, but isn't clear whether there is a separate living room and kitchen.