Hotel building work means paying more to keep our holiday plans

[SingleMumHolsQ]

Posting in chat for traffic and hopefully some advice.
After much searching I found the perfect holiday for myself and DD14 to have our first holiday together. 4* AI in the Canaries in July with an apartment that has a sofa bed in the lounge (her main criteria as she wants her own space to sleep in).

Received an email yesterday to say there’s now building work at the hotel and offering us a free hotel change or cancellation. I don’t really want to hear building work on a relaxing holiday.

The hotel offered as a free change doesn’t have this type of accommodation and the sofabed is in the bedroom. There are 4 other hotels that could be suitable nearby but having spent ages on the phone today every one is now more expensive and the minimum extra charge to change to a different hotel is £550. This increases the holiday cost by 25%.

I’ve already paid for the holiday and wasn’t expecting this expense, or building works. Other destinations seem to be really expensive now too as we’re closer to departure. That’s why I booked early and used discounts.

Does anyone have any experience of this? Would they negotiate on the price difference as I do want to keep the flights, or am I best off to start again and look elsewhere? Thanks.

DD14 will most likely have to accept that's it how it is or you pay extra.

There's no harm in asking, they're not going to offer anything free until you ask. Word it that you picked their hotel as it met all your needs and you were looking forward to going and are disappointed that you won't be able to stay at their hotel, explain the age of your child and say that you need separate sleeping areas again why you chose their property, explain that a holiday is a time for relaxation and building works will not be relaxing and will be stressful and thank them for giving you other options and say the ones suitable for your needs are more expensive and can they waive this extra cost as a gesture of good will for the disappointment and inconvenience caused.

I’d definitely state your case very strongly in that you booked accommodation with 2 separate sleeping areas and it is their responsibility to offer a like for like alternative surely?

Thanks everyone. I’ve called back and politely stated my case but didn’t get anywhere. The advisor told me there’s no complaints procedures before departure and a manager would call me back on Thursday. Then they phoned back to say a Manager won’t call back and I must go to ABTA if I’m unhappy as they can’t help.
No amount of explaining that the alternative accommodation is not equivalent made any difference. So it’s putting up with building work or cancelling altogether and rebooking elsewhere which will also cost me far more now too. Ive already paid extra for bags and to be seated together on the plane so thats money I wont get back.

I’ve always booked with Jet2 and never had this. Won’t ever use TUI again.

That's pretty shit of them.

You mention ABTA, I'm not in the UK so not familiar with this but when I googled it does state that under abta the same or higher accommodation must be provided at no extra cost or they should be reducing the cost of your stay if you choose to go to the hotel with building works, if building works will affect your stay, do you know what they are doing ? I'm assuming it's big as they contacted you.

Is it a package holiday you mentioned TUI, they should be helping you the best they can.

I wouldn't give up yet. You have flights that you're happy with, tbh I wouldn't want to give the hotel my money, I know you said you've checked other accommodations, have you tried accommodations all over the canaries, it'll be same airport but a different area (you probably have when you say you checked other destinations) .

Thanks @Livingthebestlife the accommodation is not equivalent. The hotel I’ve booked and paid for has a bedroom, lounge with sofa bed, kitchen and bathroom. The one offered has a bedroom with a sofa bed next to the bed and a bathroom. It’s about half the size. I’ve said that and they keep repeating the same phrase - our team who check this say it’s equivalent. I’m getting nowhere. It’s a cheaper hotel so I’m guessing that why they’re only offering this.

The only lift in the hotel is being replaced. This serves the restaurant, bar and rooms and looks to be next to the pool. Recent reviews (after I booked) state the lift is broken and the stairs are steep and busy as it’s out of action. It’s also the noise when we’re eating and by the pool that I have an issue with.

I’ve checked all hotels through TUI on the island I’m travelling to. The cost to change to another hotel is ridiculous and TUI won’t help or negotiate at all! I’ll have to try ABTA.

This is just awful I really feel for you. I guess it's pointless repeating to them the difference in accommodation if they're not willing to listen. They really can't expect you to go to a cheaper accommodation with such poor amenities and not even offer a discount.

I hope you get somewhere with ABTA. I'd be tempted to get a refund on the hotel and look up Airbnb accommodations there. Sometimes they're much cheaper. Or go to a different country completely.

Thanks for the advice everyone. I found my preferred hotel much cheaper with Thomas Cook so I’ve now cancelled with TUI and rebooked for only about £50 more than I paid instead of £500. It’s a warning to never use TUI again.

That's brilliant news, I'm so glad you got this sorted hope you have a lovely holiday