TUI cancelled our hotel with 48 hours notice

BambiJoJo

Can we claim any compensation from TUI? Saw on breakfast news you can claim £350 each for inconvenience.  There are no forms on line for our kind of complaint.
TUI (package holiday) cancelled our 4* hotel with 48 hours notice to departure day, re-booked us in to another 4* hotel (had no pool and a 10 mins drive to nearest beach), we could accept new hotel, change our holiday or cancel and they gave us while the next day to decide what to do or we couldn't get a full refund.  Tried to re-book another resort in greece, told us any discounts we received wouldn't be carried forward (got £150 off booking as booked 12 months ago).  When tried to re-book told us we had received £900 or so off original holiday so wanted us to put over £1000 towards booking new holiday.  Obviously we cancelled and we did get full refund within 48 hours.  Couldn't prove how much we received off as TUI had took our holiday off the app we used and this was only record of booking, so why did they take the holiday down off the app? So they could hide how much discount we got off the holiday.  Disgusting.....

Sandtree

Compensation is for cancelled flights not hotels

NoodleDoodleMan

Apart from everything else, a 4 star hotel with no pool ?

Doesn't sound right - was it named ?

eskbanker

BambiJoJo said:

TUI (package holiday) cancelled our 4* hotel with 48 hours notice to departure day, re-booked us in to another 4* hotel (had no pool and a 10 mins drive to nearest beach), we could accept new hotel, change our holiday or cancel and they gave us while the next day to decide what to do or we couldn't get a full refund.

They're obliged by the Package Travel Regulations to give you a reasonable period in which to decide which option you take, but if the change was being proposed two days before departure, they obviously couldn't wait much longer if you were going to accept the changes.  Perhaps you could have stated that you weren't going to accept it (unless a cost reduction was forthcoming?) and would only choose between full refund or later rearrangement, and asked for longer to weigh it up?

BambiJoJo said:

Couldn't prove how much we received off as TUI had took our holiday off the app we used and this was only record of booking, so why did they take the holiday down off the app? So they could hide how much discount we got off the holiday.  Disgusting.....

In terms of value carried forward, the amount of discount you'd originally secured doesn't really matter - if you're looking for a refund then it'll only ever be based on what you actually paid, but in some cases the provider will offer a multiplier if you're looking for credit to put towards another holiday, e.g. 100% back in cash or 125% in credit.  You'd presumably have evidence of how much you paid, either from an emailed invoice or from bank statements, etc?

Sandtree

NoodleDoodleMan said:

Apart from everything else, a 4 star hotel with no pool ?

Doesn't sound right - was it named ?

Plenty of London 4* hotels dont have pools. Ultimately you have to look at the criteria of the awarding body but also be aware that in some places there aren't awarding bodies and so its the hotel's own score on themselves.

BambiJoJo

NoodleDoodleMan said:

Apart from everything else, a 4 star hotel with no pool ?

Doesn't sound right - was it named ?

yes it was

Admiral_Barbarossa

BambiJoJo said:

Can we claim any compensation from TUI? Saw on breakfast news you can claim £350 each for inconvenience.  There are no forms on line for our kind of complaint.
TUI (package holiday) cancelled our 4* hotel with 48 hours notice to departure day, re-booked us in to another 4* hotel (had no pool and a 10 mins drive to nearest beach), we could accept new hotel, change our holiday or cancel and they gave us while the next day to decide what to do or we couldn't get a full refund.  Tried to re-book another resort in greece, told us any discounts we received wouldn't be carried forward (got £150 off booking as booked 12 months ago).  When tried to re-book told us we had received £900 or so off original holiday so wanted us to put over £1000 towards booking new holiday.  Obviously we cancelled and we did get full refund within 48 hours.  Couldn't prove how much we received off as TUI had took our holiday off the app we used and this was only record of booking, so why did they take the holiday down off the app? So they could hide how much discount we got off the holiday.  Disgusting.....

You chose to cancel. I had my holiday cancelled by the operator in March 2020 just three days before going to Washington. Got a full refund on what I paid, just like you did. No other payment is due!

photome

BambiJoJo said:

NoodleDoodleMan said:

Apart from everything else, a 4 star hotel with no pool ?

Doesn't sound right - was it named ?

yes it was

What is the name?

I do think Tui have done all they need to, by refunding

theoretica

If it was a package holiday ABTA says the company 'should' offer compensation: https://www.abta.com/help-and-complaints/frequently-asked-questions/my-holiday-company-has-changed-my-accommodation-can

sheramber

It also says 

If the change is to accommodation within the same resort and of a similar standard as the accommodation originally booked, it won’t normally be regarded as a significant alteration.

The OP says they had booked a  4*  hotel and were offered a 4* hotel- regardless of it missing a facility and not being where he wanted it.

NoodleDoodleMan

Sandtree said:

NoodleDoodleMan said:

Apart from everything else, a 4 star hotel with no pool ?

Doesn't sound right - was it named ?

Plenty of London 4* hotels dont have pools. Ultimately you have to look at the criteria of the awarding body but also be aware that in some places there aren't awarding bodies and so its the hotel's own score on themselves.

I'm talking about 4 Star tourist grade hotels in the usual Med holiday locations - TUI certainly have them graded.