Shitty room!

[ThePandoricaOpens]

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?

Take photos as well, I think that's what swung our refind case in the end

Good luck ! TUI are awful . We had the same this year . Catfished photos . No heating , no bathroom was told I could pay more , complained apparently it was all my own fault ! Never using them again . The customer service is pants x

Go back to the TUI rep. Insist on being moved to suitable accommodation, in a different hotel if need be. You will be applying for a refund if not.

Take them to see the room if you can.

Agree with @MMUmum to take photos as could help your case.

I’ve had my eyes opened to TUI and don’t think we’ll ever book with them. There’s a fb group I’m on that shares holiday advice and absolutely no end of people having problems with TUI. The bed bug situation in some of their mainstream resorts is on the complaint list, they are a nightmare to get of apparently!🪳🤢

The OP did say in her post that they spoke to the onsite TUI rep.

I would want the booked proper bed not a sofa chair. Ridiculous.

I would go back to the rep about this not being suitable.

I find using a reputable travel agent helps

They can get on the case for you

What’s a sofa chair? Like a small sofa? Or a pull out bed?

Advice here. Good luck.
https://www.which.co.uk/consumer-rights/advice/how-to-complain-about-your-holiday-booking-ay4Pa7Z0vix2

Nothing beats a Tui holiday!

I suspect triples are always the worst quality rooms.

We once moved room 3 days running because the room was nothing like our request. Don't feel you're being a nuisance, keep asking. It's their responsibility to give you a decent room, and they will be doing it whilst I work, no need to feel guilty.

You go to TUI rep or Reception and kick up an absolute STINK! I never back down in these situations and we ALWAYS get a good resolution. The last two holidays we had, we had to change rooms. Both times reception told me that they didn’t have any other rooms available. Both times I insisted that I wanted a new room and wasn’t budging and both times I got it.

It's literally in the first post.

I’m not very good at standing up for myself either. I’ve allowed myself to be fobbed off on too many occasions in the past.

However, someone once said to me, any service provider - in this case TUI and the hotel - would soon kick off and put you under pressure if there was something wrong with your money or you hadn’t paid for! Hold that thought and stand firm.
Just keep repeating, “No. The room is not acceptable/doesn’t match the photo/description”
You’ve honoured your side of the bargain by paying for a specific product, they need to honour their obligation to provide that product.

This is the advice from Which whilst you’re staying there:

• Ask for an official complaint form and get it signed by the hotel staff or tour rep
• Take photos or video footage of any problems so you have evidence
• Note the dates and write a general account of events
• Ask fellow travellers if they would act as witnesses to back up your complaint
• Keep all receipts of extra expenses you have to pay, such as changing hotel

https://www.which.co.uk/consumer-rights/advice/how-to-complain-about-hotel-accommodation-ahSjZ5G5jq77

Some years ago we booked with Tui and paid for a sea facing room with large furnished balcony. At the hotel we’re given a rear facing room with no outside space at all. Went back to reception and complained- hotel showed us what Tui had booked for us and it was exactly as the hotel had allocated! Fortunately I am quite pedantic and had a fully detailed print out of our booking itemising all of the booking-asked the hotel to call the rep right back to the hotel to sort the situation. Tui were saying they had booked what we had paid for, the inferior room , as soon as the hotel said they had a Tui print out of our booking and he was sending proof to them the rep turned up very quickly and we got the room we had paid for. We got the impression that this was not an unusual occurrence.

I'm sorry to say and I know that many people cannot afford any more, but any TUI package or similar is not likely to give you the lovely holiday you want. It's sad but suggest you forego hols for a couple of years and save up for something better.

Did you speak to the manager of the hotel? I don’t ever deal with reps, I find it’s often better to straight to the person at the top rather than using an intermediary

Well, you can roll over and hope for a refund or you can go to the Rep and Reception and insist on a new room commensurate with your booking and grade of the hotel.

I will never, ever book a holiday or flight with Tui again, but in fairness the Rep (taking one look at my face, the booking and photos in Reception) did get their arse into gear.

It is some years since we last holidayed with TUI, but from reading this and other similar threads, it sounds like their standards have gone right down the pan...

I think you are being a little harsh. I have had a couple of package holidays with jet2 and tui and had very nice hotels: Lazure in herzog novi, lovely riad in Marrakech and currently staying in an Iberostar hotel in Mallorca.

Jet2 are not junk, we have had excellent holidays through them. I have heard that TUI aren’t great so have never used them.

Agree. I have had very positive experiences with Jet2. Staff very helpful, hotels as described, flights on time.

I've been to so many hotels where the reception and bars etc and pool are really upmarket looking, then the rooms are all tatty as fuck. I swear they have like two posh rooms they use for the pics, then lure you in when you see the first impression.

I’m going to stand up for Jet2 as well actually! I thought they were really helpful at the airport, lovely on the plane to my little boy and gave him a certificate and stickers as it was his first flight, and the rep was always around in the hotel although thankfully we didn’t need her to sort any problems.

Similarly though at the AI hotel we were at, the rooms did all seem quite dated and shabby but we went for the kids entertainment and the ease of not catering for ourselves really so we were prepared for that.