TUI nightmare - cancellation help

Westin

I can see the free room upgrade on the site at the moment against the hotel for a random date I picked in June. Is it still there if you try a dummy booking for your travel dates? If so, I think that blows away TUI's comment about it being sold out.

The offer T&C's also only seem to state that only one OFFER CODE would apply. To me, this suggest your offer should be valid as the room upgrade is a selected room type, then you applied ONE special offer code for the ££ discount. A second offer code is not necessary for the free room upgrade.

They also have conditions for room upgrades and whilst they say these can be withdrawn at anytime, their terms don't say that you can't have the room upgrade and another discount offer (e.g. they IMO could be combined).

"Free Room Upgrades - Upgrade your room from the standard room type to selected room types on selected hotels for free on departures between 1st May 2020 and 31st October 2020, subject to availability. To upgrade your room type for free on selected hotels, the free available upgrade will be found on the Room and Board section of your holiday details. This offer may be amended or withdrawn at any time."

If when you do another dummy booking for your travel dates the room upgrade is still offered, I think you have a good argument that it should be honoured.

I would take a screen shot of each page on the website as you go through the booking process. You should also be able to add the ££ discount code to see what happens as this is used before credit card payment details need to be added. Then raise again with TUI Customer Services.

Nicolalynch6

The £100 is an additional admin charge on top of the extra £200 extra it costs for a different hotel. I dont usually book holidays this expensive, which is why I'm so annoyed. If you are paying premium prices I shouldn't be fobbed off with excuses when you pay for something you should receive what you pay for.

That's a good idea, it does still give me the offer on the same date so I'll take screenshots and try again.

Thanks so much for your help everyone.

iwb100

I looked on TripAdvisor and didn’t see any rooms that looked dilapidated and all looks better than many other AIs I’ve stayed in. Out of interest how much did you pay?

Nicolalynch6

The standard rooms are very basic, there were lots of photos when I looked.

I paid £3250, baring in mind I've never paid half of that before which is why I'm refusing to accept the standard suite.

iwb100

Nicolalynch6 wrote: »

The standard rooms are very basic, there were lots of photos when I looked.

I paid £3250, baring in mind I've never paid half of that before which is why I'm refusing to accept the standard suite.

£3250 each or for two? And for a full package for how long?

I’ve yet to see a room on TripAdvisor that looks ‘basic’. I went in 2012 before they had extended and added the new rooms and the room was really nice and it was their cheapest category at the time.

Nicolalynch6

Yes, there are two sides to the hotel. The room TUI booked for me was on the old side of the hotel, the upgraded room would have been on the new side where you stayed. It wont allow me to post links but the new rooms are painted white and bright with modern decor, the old rooms are yellow with dark wood decor.

Regardless of how our opinions differ on what a 'good' hotel room looks like, my point still stands that I booked a different room to what TUI are trying to supply me.

Nicolalynch6

It was £3250 for both people for 9 nights.

iwb100

Nicolalynch6 wrote: »

Yes, there are two sides to the hotel. The room TUI booked for me was on the old side of the hotel, the upgraded room would have been on the new side where you stayed. It wont allow me to post links but the new rooms are painted white and bright with modern decor, the old rooms are yellow with dark wood decor.

Regardless of how our opinions differ on what a 'good' hotel room looks like, my point still stands that I booked a different room to what TUI are trying to supply me.

We stayed in the hotel before it was extended - in an old room. The oldest rooms - it was lovely.

What dates did you book - are the upgraded rooms still showing available?