TUI miss sellinG

cov2811

Ive booked a holiday staying at a hotel we have stayed in in the past. Decided to return as the area and hotel suited our needs as traveling with a young adult with special needs. Have since found out hotel is being completely refurbished and being modernised. TUi are denying this is happening told me to cal Holiday change line for information ( have been trying for 10 days)

vacationexpress.com
tuigroup.compress-releases/2018/2018-01-15-riu-presents-its-new-brand-image
states it is closing for refurb

I am concerned as no one will inform me of the extent of the refurbishment and when it will be complete, what happens if its not completed when we go, going from 2 to 4 pools tells me its going to be a complete change.
The hotel had a traditional feel and lots of vegetation which we loved.
Where do we stand as we have booked this on the grounds it was going to be as advertised. I know some people would be happy with a shiny new looking hotel but when travelling with someone who does not handle change well (Autism) this could have a terrible effect on our holiday and i wish to be prepared. They have told me i can change my hotel at my expense.

HoofeHearted

From the press release you mentioned, I cannot see which hotel you are referring to.

I suggest that you contact the actual hotel and ask them directly.

cov2811

Sorry I should have mentioned its the RUI Tequila

cov2811

Sorry should have stated its the RUI Tequila

followed in June by the ClubHotel Riu Tequila, in Playa de Carmen.

Caz3121

The hotel website is here https://www.riu.com/en/hotel/mexico/playa-del-carmen/clubhotel-riu-tequila/index.jsp?gclid=EAIaIQobChMIvLrH89TB2gIVTRobCh2UpQNLEAAYAyAAEgLWRPD_BwE#hotel-details
it states - Completely refurbished in spring / summer 2018 (some forward thinking there I think) and no mention of the extent of impact to guests
there don't appear to be any blackout dates on their website so it looks like it remains open throughout
I would contact the hotel and ask what the status is currently planned to be around the time of your visit, they may also be able to address the "what's changed/changing)
You could obviously persevere with TUI and chase them to contact the hotel but you will likely get answers quicker if you go through the 'contact' on the hotels website and select 'Hotel information'
https://www.riu.com/en/forms/form_contactar.jsp
Good luck

pennylane99

It's closed from April 2nd to July 8th for refurbishment

cov2811

Confirmation relied from RUI that the hotel is closed DUE to reopen June? No date as of yet.

I have made a complaint as they have clearly broken ABTA code of conduct by not providing the information therefore we weren't able to make a informed decision the description is totally incorrect.