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Original poster

Shitty room!

93 replies

ThePandoricaOpens · 04/08/2025 09:50

Currently on holiday with dh and ds14. Got to the hotel and was really pleased when we arrived as the reception areas, bar, seating area is lovely, really modern and well looked after. However when we got to our room it was awful! Really really shabby, yellowing bathroom suite, cracked floor tiles and black mould around the sink and shower. We asked if we could move and was told there were no free rooms the same, so we said we would pay for an upgrade, but it would cost an extra £200 per night! We had asked for a high room with a view but we got a low room with a view of a grotty flat roof! Got onto the TUI online chat and they were really rubbish and just gave a standard' we're sorry you're not happy with your room but we can't guarantee the type of room you get...' Then we had a message saying case closed! We spoke to the onsite TUI rep and she was able to get a new room for us the following day. Checked into the room and rather than another triple superior room they've given a us a double room with a sofa chair! None of us fit in it! The mattress is about 3" thick. Didn't get any sleep last night and really don't want the stress of trying to get another room. TUI aren't replying to me. I don't know what I can do now?

OP posts:
Cam1981 · 04/08/2025 09:51

Is there a TUI rep on site

FanofLeaves · 04/08/2025 09:52

Cam1981 · 04/08/2025 09:51

Is there a TUI rep on site

Yes, it says this in the OP.

TeenLifeMum · 04/08/2025 09:54

Tui on twitter?

FanofLeaves · 04/08/2025 09:56

OP I’d just go back to the inside rep to be honest. Show them the room. Explain to them patiently but firmly again what the issues are and ask them how they plan to rectify it.

TokyoSushi · 04/08/2025 09:56

Probably back to the rep for one last go and then give it up as a bad job and try to make the best of it. Where are you?

Maddy70 · 04/08/2025 09:57

Speak to the rep again today

rookiemere · 04/08/2025 10:00

I would focus on the state of the room when you discuss it and leave out your issues regarding the view and being on a low floor. Unless you pay extra these things are not guaranteed and it makes your complaint seem less serious.

GreenCandleWax · 04/08/2025 10:01

Cam1981 · 04/08/2025 09:51

Is there a TUI rep on site

OP's post clearly says there is an onsite Tui rep. Why not read it before responding?

Cam1981 · 04/08/2025 10:05

GreenCandleWax · 04/08/2025 10:01

OP's post clearly says there is an onsite Tui rep. Why not read it before responding?

Show quote history

Wow I missed it. Got out of the wrong side of bed this morning?

AJCRoofing · 04/08/2025 10:09

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines.

Original poster
ThePandoricaOpens · 04/08/2025 10:26

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines.

Thank you, that's a lot easier - I tend to ramble on!

OP posts:
Original poster
ThePandoricaOpens · 04/08/2025 10:28

@FanofLeaves I feel so embarrassed going back to them. I'm the type of person that hates to make a fuss. But yes I should go back and talk to the rep really!

OP posts:
CandyCane457 · 04/08/2025 10:28

Get their website up on your phone and show them a picture of the room on there that you were led to believe you were booking and say again and again how you aren’t satisfied with the grotty room. Hope it gets sorted for you!

Original poster
ThePandoricaOpens · 04/08/2025 10:30

@CandyCane457 thank you! I'm trying to concentrate on the holiday rather than the room at the !

OP posts:
Original poster
ThePandoricaOpens · 04/08/2025 10:32

Bit of an update - we've just been given 'compensation' which consists of a bottle of water and a plate with 2 bananas, two peaches and a few grapes on it!

OP posts:
DobbyTheHouseElk · 04/08/2025 10:35

You need to go back to the rep. Be firm and clear with how you want this resolved. Obviously a fruit bowl is not compensation. Ask the rep to escalate the issue, or see if you can swap hotels.

Gothamcity · 04/08/2025 10:41

Op, I know it sucks when it doesn't meet your expectations, but if the hotel is good in all other ways, just try and focus on having a good time and try not to let the room detract from your holiday. Realistically, how much time as you planning on spending in the room? We've done some amazing holidays abroad, and sometimes the rooms are spectacular, sometimes more shabby and basic, but I wouldn't say the holidays with the nicer rooms have been the better holidays overall. Our hotel room in Mexico was really basic, and a bit run down, but the actual hotel, pools, restaurants and location more than made up for it, and it was one of our favourite holidays, as we were having so much fun. The room was purely for sleeps, and getting ready. Enjoy your holiday, and think about making a massive complaint when you get home, if you're still unhappy, but don't let it overshadow your no doubt, well earnt and long waited for holiday, as it sounds like you aren't going to get anywhere complaining right now. Maybe tui will end up giving you money off towards another holiday if you lay it on thick when you return, but for now, save your energy enjoying your break. Hope you have a great time.

Hm17 · 04/08/2025 10:45

I once went on a TUI holiday. Canaries.
we got a room with a fold up bed for one of the kids and it was full of bed bugs. We asked the TUI rep if we could get that bed replaced and she said that if we bother the hotel with that sort of complaint, they will give us something even more shitty. I have been on nice TUI holidays but feel as though that was in the dim and distant past. They also let us down with an excursion we booked with them - cancelled the night before.

PigletSanders · 04/08/2025 11:03

ThePandoricaOpens · 04/08/2025 10:28

@FanofLeaves I feel so embarrassed going back to them. I'm the type of person that hates to make a fuss. But yes I should go back and talk to the rep really!

You’d better enjoy your shitty room if you’re not prepared to stand up for yourself then…

PigletSanders · 04/08/2025 11:04

Hm17 · 04/08/2025 10:45

I once went on a TUI holiday. Canaries.
we got a room with a fold up bed for one of the kids and it was full of bed bugs. We asked the TUI rep if we could get that bed replaced and she said that if we bother the hotel with that sort of complaint, they will give us something even more shitty. I have been on nice TUI holidays but feel as though that was in the dim and distant past. They also let us down with an excursion we booked with them - cancelled the night before.

That is appalling. TUI and Jet2 are just junk.

KimberleyClark · 04/08/2025 12:32

Are you in Greece by any chance? Stayed in a few hotels there where the public areas look fabulous but the rooms are shit/haven't been modernised since the 80s.

Original poster
ThePandoricaOpens · 04/08/2025 17:02

@Gothamcity this has made me feel so much better thank you! I tend to really fixate on things and it was starting to ruin my mood, I think I just needed someone to rationalise it for me Smile

OP posts:
Original poster
ThePandoricaOpens · 04/08/2025 17:03

@KimberleyClark we are in Croatia in the same hotel we stayed in for our honeymoon 20 years ago - they obviously haven't done anything to the room since!

OP posts:
WellyBellyBoo · 04/08/2025 17:15

Make sure you write down when and where you spoke to the rep (get their name too) and what the response was. Most companies will compensate more after your holiday but only if you can provide evidence that you told them at the time and they were unable to resolve it. Maybe send an email or use the online chat so there's a record of it. Then just make the best of it, if the rest is good then it's not worth the hassle.

MMUmum · 04/08/2025 18:14

We arrived in Barcelona a few years ago and our hotel ( through Tui) turned out to be a hostel, confirmed by reception staff. Room was awful, dirty, stained walls, iron bedsteads, view of an old apartment block with washing hanging out. I got straight onto internet and luckily found a gorgeous hotel with one room, we moved within 2 hours and had a lovely time. When I got home I made a very strong complaint to Tui and they gave us a full refund for the 'hotel' we didn't use. Hope you manage to have a good time and complain as soon as you are home