TUI not honouring refund after over booking

lisawilsher

Hi, I am hoping for some advise.  I recently booked an all inclusive adults only holiday to Corfu with Tui, upon arrival my partner and I were told that the hotel we had booked was over booked at that we would need to spend two nights of our five nights in a different hotel.  The hotel even though it say it was 5 * it was far different to what we booked, it also was not adults only and it was closing down (actually closed the day we moved to the hotel we originally booked)  We were offered £40 per night compensation which I didn't think was sufficient as they had ruined half our holiday.  This hotel also was full board and not all inclusive, we were told with other couples (there were a few couples in the same boat) that we should keep our receipts and they would refund us, they did not give us a spend or any restrictions, they are now saying they will only give us some money back as we drank premium spirits (we only drank what the bar gave us..they didn't have much they were closing down)  The hotel had no entertainment, no options for excursions, there were children running around.  We didn't get what we booked and they aren't even honouring the bill we said we would get refunded.  I mean if I was in the hotel I was supposed to be in the lovely one I booked not the one that was closing with awful rooms then I wouldn't be in that position.  How do I take this complaint forward?  They have just decided but given me no recourse . Can anyone help on where I go to next with this? Thanks 

Westin

Presumably this happened all fairly recently?
You clearly have a good case but I suspect you just need to have a little patience with it getting sorted out.
I would write a factual account and add your reasonable expectations for settlement. Back up with receipts if you can.  
Either submit the complaint via the relevant section on the TUI website, or write to them (address on website or brochure).
Be aware that a response may be 28 days away.

NoodleDoodleMan

Who advised you about spending and keeping receipts etc. - hotel staff, or TUI representatives ?

lisawilsher

The Tui Representative advised that we would get a full refund.  They did not give us any restrictions and now saying that we had premium spirits so they won't cover, that is all the hotel had and we weren't told we had a limit or that we could only have certain things.  My point is they didn't tell us of any restrictions, they said they would fully refund, if we were put in the right hotel in the first place we wouldn't of had to pay as we were fully inclusive.  What are your thoughts on the £40 per night compensation?  I have complained via the Tui website and given a factual detail of what happened they still aren't budging.  Where do I go from here?  Other couples that were in the same boat have had £40 per night compensation, £500 voucher and also their bill fully refunded it looks like they don't have a standard process or compensation that applies.  

bagand96

As the other posters have said you need to put your complaint to TUI again. Keep it in simple factual terms and give them a chance to respond. 

Would you be happy with the resolution other travellers have had? If so, ask for it. No harm in stating what you want. 

If you wouldn't be happy with it, then think about what you do want. You reference the £40 pp per night, if you dont feel that's enough then think about what you would be happy with. Essentially that is a claim for "loss of enjoyment" which is very subjective and can be hard to prove either way. 

Once you've complained to TUI, if you're still not happy, you can get ABTA involved. 

NoodleDoodleMan

Yes, this appears to be a case for ABTA.

You might want to consider Resolver ?

https://complaint.resolver.co.uk/

Ref. "Other couples that were in the same boat have had £40 per night compensation, £500 voucher and also their bill fully refunded"

If you have their contact details. and they can support this scenario, then that would be a key element of your case.

lisawilsher

Thanks for your advice, I will try TUI one more time. 

NoodleDoodleMan

Good luck - please keep us in the picture as things develop.