TUI Misleading web page and more.....

M_D_M

We purchased a holiday online through the TUI web page. According to the blurb there was various things on offer and it suited our needs just fine.

When we got there, there was nothing!

It transpires that the activities and entertainment were actually on offer at a sister hotel elsewhere on the island.

When we got back we made a complaint to TUI. Weeks turn into months and when we eventually get a reply from them - after a bit more prompting, they advised that they couldn't comment on what the hotel offered because they'd tried to speak to the hotel but they hadn't replied to their messages.

As a gesture of goodwill they offered £50 compensation which I declined.

Even more annoying, TUI have since updated the web page to remove most of what was on offer - and what's left is clearly marked 'available at our sister hotel'.

A few other things happened on the holiday that really spoiled it for us - including a group of really boisterous young men in the flat above us. Handled very poorly by the TUI rep - in fact, the situation was inflamed by her actions.

TUI wouldn't consider this complaint - because the rep hadn't reported my initial complaint!

I complained to ABTA to see if they could help but they've now replied saying they're sorry they couldn't help, but I can take my complaint further by going to arbitration - at a cost of over £100 to me.

Absolutely pathetic from TUI and ABTA.

After loads of family holidays and cruises through TUI it'll take a lot before I use them again.

Ganga

M_D_M wrote: »

We purchased a holiday online through the TUI web page. According to the blurb there was various things on offer and it suited our needs just fine.

When we got there, there was nothing!

It transpires that the activities and entertainment were actually on offer at a sister hotel elsewhere on the island.

When we got back we made a complaint to TUI. Weeks turn into months and when we eventually get a reply from them - after a bit more prompting, they advised that they couldn't comment on what the hotel offered because they'd tried to speak to the hotel but they hadn't replied to their messages.

As a gesture of goodwill they offered £50 compensation which I declined.

Even more annoying, TUI have since updated the web page to remove most of what was on offer - and what's left is clearly marked 'available at our sister hotel'.

A few other things happened on the holiday that really spoiled it for us - including a group of really boisterous young men in the flat above us. Handled very poorly by the TUI rep - in fact, the situation was inflamed by her actions.

TUI wouldn't consider this complaint - because the rep hadn't reported my initial complaint!

I complained to ABTA to see if they could help but they've now replied saying they're sorry they couldn't help, but I can take my complaint further by going to arbitration - at a cost of over £100 to me.

Absolutely pathetic from TUI and ABTA.

After loads of family holidays and cruises through TUI it'll take a lot before I use them again.

Can you name the location/resort and the hotel/appartment location?

M_D_M

PortBlue Las Palmeras - Menorca

NoodleDoodleMan

they advised that they couldn't comment on what the hotel offered because they'd tried to speak to the hotel but they hadn't replied to their messages

Unless TUI have no reps servicing the hotel that is a load of nonsense.

bagand96

I'm guessing your complaint is in relation to all of the following:

Sports & Activities
Badminton, basketball, boules, darts, football and volleyball* take place at the sister hotel – PortBlue San Luis.
Tennis* At PortBlue San Luis. Football*
Minigolf* In our sister hotel PortBlue San Luis. Basketball
Badminton can be played at Hotel Port Blue San Luis

Health & Beauty
Gym. This is in the nearby PortBlue San Luis. Spa*
Spa. This is in the nearby PortBlue Salgar. Fitness classes
Fitness Classes. Pop over to the sister hotel – PortBlue San Luis for aerobics, aqua gym, yoga and pilates.

You will have a valid complaint if the website did not mention the sister hotel. The problem you have is proving it. One option I can think of is getting hold of an old brochure - if the website was wrong then there's a chance the brochure was too. That said - in TUI's reply, do they admit that the website was wrong? That might stand for something if you can't get proof or an old brochure.

The problem sometimes in cases like this is quantifying the "loss". What is it worth the fact that the facilities were at the hotel down the road. You're not happy with TUI's assessment of £50, what would you like. This is something you would need to think about if you were going to go to arbitration or small claims or something.

If you can get hard proof that you were subject to misleading information then I would go for another crack at TUI and then ABTA - although all ABTA ever seem to do is refer to arbitration.

M_D_M

Thanks for the reply @bagand96 I don't have an old copy of the brochure and TUI have never acknowledged that they were wrong in their description, but amazingly, the web page has been updated again since I last looked at it! It is now even more obvious that so many of the facilities are at the other hotel/s.

Looks like we were misled with our booking but TUI are having none of it, and ABTA are a pointless option.

I'd also add that the web pages still doesn't mention the fact that around tea-time loads of locals wander up to the hotel and enjoy the pool. From being nice, quiet and relaxed......it becomes bedlam with kids running around the place.

bradders1983

With all due respect, why would they mention that, especially if they probably using it without permission from the hotel?

M_D_M

bradders1983 - I've just had a quick look through some reviews on TripAdviser and there are a few comments from previous guests about the locals.

On each comment I seen the reply from the hotel is "As for the Spanish people, perhaps you are referring to our Spanish guests, families who come to enjoy their family vacations or customers (who pay) of our great Restaurant La Trattoria."

So it seems they pay for a meal - and have the use the pool.

bradders1983

Yes, but I don't see why a brochure is going to mention it. Its only a negative if people act like ars*holes and lets face it, Brits can act like ars*holes as well.

peachyprice

Have you tried using Wayback Machine or similar to find the old web page?

leylandsunaddict

TUI wouldn't consider this complaint - because the rep hadn't reported my initial complaint!

Standard complaints procedure which you agree to in your contract. Complain to the hotel and/or complain to the rep to see if it can be resolved whilst you're there. Complete a complaints form which you sign and the rep signs, and you both get a copy. If you wish to take the complaint further upon your return you write and send your copy of the complaints form in to them. If it wasn't worth complaining about to the rep when you were there, then it wasn't worth complaining about later is the view often adopted.

This almost sounds like a hotel not giving the correct listing information because they make no mention of facilities being off site on Jet2 or booking.com either. They do state they're an additional charge on some of them though.

Both the sister hotels TUI now mention and the BlueRooms Las Palmeras are in S'Algar, and less than 1 km apart.