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Tui allowing holiday to go ahead when hotel hasn’t even opened yet.
Caroline_O
Posts: 1 Newbie
On Tuesday we received an email from Tui to say that our holiday at the end of August is going ahead. We were excited at first then the holiday chain put on Facebook that all guests to receive a covid pack which consists of hand gel, masks etc. I contacted Tui and the hotel chain wanting confirmation as to whether we have to wear masks by the pool area and will the pools actually be open. 1st call to Tui the advisor said that we would have to wear masks in all communal areas (totally understand this when collecting buffet food etc). He couldn’t confirm if the pool would be open. I stated that as we were travelling with two
young children this would be a nightmare if we can’t go in the water plus young children having to wear masks in 30 degree heat.
In the meantime the hotel chain got back to me the pool situation would depend on the hotel occupancy as in Cyprus one person in the pool would have to have 2.5 m gap around them. They then told me that the hotel we have booked is not open and they have no date as to when or if it will open.
I rang Tui again and stated that their mission statement was that they won’t send customers on holiday if they won’t get the best holiday experience. Plus how can they state the holiday is definitely going ahead if the hotel isn’t even open. We went around in circles and the advisor said she would refer it to management to contact me back. I have heard nothing. We have until tomorrow to amend the holiday for free which is extremely short notice when we only heard Tuesday. We want a full refund. I have posted a complaint to Tui but I have no faith in them responding.
I dont know what else I can do?
young children this would be a nightmare if we can’t go in the water plus young children having to wear masks in 30 degree heat.
In the meantime the hotel chain got back to me the pool situation would depend on the hotel occupancy as in Cyprus one person in the pool would have to have 2.5 m gap around them. They then told me that the hotel we have booked is not open and they have no date as to when or if it will open.
I rang Tui again and stated that their mission statement was that they won’t send customers on holiday if they won’t get the best holiday experience. Plus how can they state the holiday is definitely going ahead if the hotel isn’t even open. We went around in circles and the advisor said she would refer it to management to contact me back. I have heard nothing. We have until tomorrow to amend the holiday for free which is extremely short notice when we only heard Tuesday. We want a full refund. I have posted a complaint to Tui but I have no faith in them responding.
I dont know what else I can do?
0
Comments
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You'll need to wait until they confirm it's not going ahead. At the moment, it is.0
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You wont want to hear this but you are nowhere near a priority, the end of August is 7 weeks away. They will be busy dealing with the fall out for holidays in the next few weeks, at some point they will get to you.0
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