TUI nightmare - cancellation help

Nicolalynch6

Hi,

I booked a holiday with Tui, at the time of booking they were offering a free upgraded room which was shown on my booking summary. I booked and paid the deposit (on credit card). Two days later I logged in to my booking and it was showing a standard room!

I contacted customer service, they told me it had sold out before I booked and I was put o hold for 20 minutes and cut off. I called their complaints department and was told because I used I discount code (one displayed on their website for £200 off), I couldnt claim the free upgrade too!? However, it was showing the upgraded room with the discount code allocated before I booked and paid! They also said I only had 24 hours to change a mistake, I told them this isnt a mistake on my behalf and it does not state this on my booking confirmation!

I have emailed their CEO email address with no response!

Does anyone know what I can do from here? Can my credit card company help me? I dont want the standard room at this hotel, it is awful. I'd have booked a different hotel if that was the case. However, TUI want to charge me £500 to cancel, or £100 to change the hotel in fees!

Thank you

Westin

Can you tell us the name of the hotel?

Offers advertised may not be combinable but that should be indicated. It may have been when you added the discount code on the later payment page that the first upgrade offer dropped off as only the higher value offer was applied to your booking.

Nicolalynch6

The hotel was El Dorado Seaside Suites. The offer of a room upgrade was only on this hotel, no others. The discount code was for any holiday you booked, if you spent £3000 then you recieved a £200 discount. On the summary page just before paying, it included the upgraded room and the discount code.

I dont understand how they can allow me to pay, then downgrade the room afterwards. Surely it should have removed the room at point of paying?

Thanks

TELLIT01

Do you have a copy of the original booking confirmation after payment was made showing both the £200 discount and the room upgrade? If you have that, then the fault is clearly within their system and you shouldn't be the one penalised for their failure.

In #3 above you say both were showing on the summary page BEFORE booking but in that situation it's possible the booking system would reject the combination of offers on the final page.

Ganga

Also do their terms and conditions state that " upgrades etc are subject to availability etc" as if every booking was given/asked for an upgraded room they would physically not be able to do it as only a certain number of rooms would be available.

iwb100

Nicolalynch6 wrote: »

The hotel was El Dorado Seaside Suites. The offer of a room upgrade was only on this hotel, no others. The discount code was for any holiday you booked, if you spent £3000 then you recieved a £200 discount. On the summary page just before paying, it included the upgraded room and the discount code.

I dont understand how they can allow me to pay, then downgrade the room afterwards. Surely it should have removed the room at point of paying?

Thanks

So you used free upgrade to luxury junior suite from normal junior suite? But after the booking it should standard junior suite?

Might be worth emailing the hotel directly and explaining to them - depends on when they receive your booking details from Tui. They may be sympathetic.

On a side note - I went there many years ago and its an awesome hotel and you'll love it no matter what rooms you get!

Nicolalynch6

Thanks so everyone!

When I say summary page, I mean the page that shows you everything you are booking right before you pay. Kind of like your basket, you add everything to basket and if something had sold out it would be removed, they dont charge you then say 'oh here you go, we are sending a cheaper version instead' if that makes sense?

Then they emailed me with a booking confirmation and the upgrade to luxury suite had gone, it was the standard suite.

There was nothing that said subject to availability either.

pattycake

Nicolalynch6 wrote: »

Hi,

I booked a holiday with Tui, at the time of booking they were offering a free upgraded room which was shown on my booking summary. I booked and paid the deposit (on credit card). Two days later I logged in to my booking and it was showing a standard room!

I contacted customer service, they told me it had sold out before I booked and I was put o hold for 20 minutes and cut off. I called their complaints department and was told because I used I discount code (one displayed on their website for £200 off), I couldnt claim the free upgrade too!? However, it was showing the upgraded room with the discount code allocated before I booked and paid! They also said I only had 24 hours to change a mistake, I told them this isnt a mistake on my behalf and it does not state this on my booking confirmation!

I have emailed their CEO email address with no response!

Does anyone know what I can do from here? Can my credit card company help me? I dont want the standard room at this hotel, it is awful. I'd have booked a different hotel if that was the case. However, TUI want to charge me £500 to cancel, or £100 to change the hotel in fees!

Thank you

I’ve had a look on the Tui website and the free upgrade of room was still showing for the dates I put it. But frankly, the standard suite hardly looks “awful “ in fact I couldn’t see much difference.

Nicolalynch6

Tha is IWB100, thank you, but I have seen photos of some of the suites and they are awful, theres no way of spend that much money on a room so basic

Nicolalynch6

The standard suite does not look like the photos on TUI website! On trip advisor it shows rooms that are completely outdated and dilapidated!

Sharon87

Well change of hotel for £100 isn't too bad if you really hate the hotel.

I would phone the hotel to see if the upgraded rooms are actually available, then if they are you can go to Tui and tell them that you phoned them. They may only have a certain allocation of those rooms for Tui though.

This is the reason I like to book everything individually! I know what I'm getting then and most of the times it's cheaper.

If it's going to affect your holiday a lot, pay the extra £100 for a better hotel. If you can afford a holiday worth thousands, you can afford another £100. A bit annoying yes, but that's the risk of getting someone else to book your holiday for you.