TUI Admin Fee's! Their error

vicky41xx

Can someone help. We have recently paid deposit for package all inclusive holiday  with Tui over the phone, not going until December/Xmas. Since paying the deposit it turns out Tui/First Choice have failed to advise of something important on their website under the hotel and failed to mention over the phone at time of booking also. It seems that our hotel allows  another large hotel to use all facilities of our hotel! Had we known this and it was mentioned anywhere on their website we simply would not have booked this hotel as it affects queueing, amount of seating available at restaurants, sunbed chairs etc. I phoned manager at Tui shop and she confirmed I'm correct and its not advertised anywhere and she agrees its not our fault but its out of her hands and she cannot waive an admin fee per person of £50.00 to change our holiday, there are 8 of us. Otherwise she said we will lose deposit if we dont continue to pay for holiday.
 How is this right if Tui failed to disclose such a large important vital piece of info on the hotel? Surely we shouldnt have to pay for their mistake. 

TELLIT01

Whilst I can understand your annoyance, I'm not aware of any hotels which state that non-residents can use their facilities.  In some parts of the world it's the norm.

gettingtheresometime

Are the facilities shared between hotels ?

bradders1983

I mean maybe it would help if the hotel was named, the number of sunbeds/restaurants etc... may already reflect the fact 2 hotels use them. A silly reason to cancel a holiday.

ToxicWomble

gettingtheresometime said:

Are the facilities shared between hotels ?

This - I have stayed at numerous hotels where 3 or 4 all share access to amenities 

LilElvis

How far away is the other hotel? If it's next door then there is obviously a far higher likelihood of their guests visiting than if it is a 10 minute taxi journey away.

Westin

“How is this right if Tui failed to disclose such a large important vital piece of info on the hotel? “

TUI do not seem to think it is necessarily such a large important vital piece of information.  To be honest, neither IMO do I.

pattycake

Did you not research your choice of hotel prior to making the booking?  A quick look on Trip Advisor would make it clear that facilities were shared with another hotel.  Or, as I suspect, you have researched after booking which is how you have come across  this new information.

NoodleDoodleMan

bradders1983 said:

I mean maybe it would help if the hotel was named,

Agreed.