Unreasonable TUI customer services

NeilNewman71

Our daughter and boyfriend used TUI for their first holiday together in Orlando.
As part of the booking process it asked for their ages and passport details, subsequently it allowed them to select a package that had an age restriction of 21 on hotel checkin.
We asked TUI to move the booking to another of their hotels that did not have this age restriction, but all they would allow us to do is to pay in full for the first holiday and then book again.
We will never use these pirates again and advise everyone else to avoid them.
To top it all our kids booked the hotel directly and used the TUI flight and airport transfers and TUI even managed to screw this up.
They are hopeless 

CKhalvashi

I don't see what TUI have done wrong here (at this stage) against their terms or the legislation in place to protect consumers.

Was it shown that the hotel is 21+ only on booking? Was it clearly stated in any other material pre-booking that may have been there?

You also state that they booked the hotel directly. Was this through TUI or directly with the hotel, as in referring to this it would normally be the latter? How was this booked? Online, in store, by telephone or by third party agent?

In addition, are they attempting to contact anyone by telephone here, or just using the options on the website? If they call and speak to someone there may be a way around this that isn't listed in the 'standard' customer service options. They are likely to lose at a minimum the initial deposit, which may be more than paid upfront, however if they can negotiate transferring the deposit to a new booking they may be able to salvage something from this.

It may be worth for future bookings sitting in front of an agent in a travel agency to put a holiday together if they are unsure of their options.

TadleyBaggie

If we all stopped using suppliers/retailers/etc based on 1 persons bad experience, there wouldn't be a single company left in business.

sheramber

Especially if the problem arises because someone didn't read a website fully or check what was being booked before pressing the button.

onashoestring

NeilNewman71 said:

Our daughter and boyfriend used TUI for their first holiday together in Orlando.
….it allowed them to select a package that had an age restriction of 21 on hotel checkin.

It reads to me that the travellers tried to check in to the hotel and we’re refused …? 

CKhalvashi

onashoestring said:

NeilNewman71 said:

Our daughter and boyfriend used TUI for their first holiday together in Orlando.
….it allowed them to select a package that had an age restriction of 21 on hotel checkin.

It reads to me that the travellers tried to check in to the hotel and we’re refused …? 

It doesn't to me, especially the part about paying for this trip before continuing.

It looks like a booking that is yet to go ahead, possibly at the time the balance is payable.

elsien

Think OP needs to explain how the children managed to book a holiday package with TUI, then says they booked the hotel directly? It can’t be both. 

What exactly they booked may make a difference to the options open to them.

bagand96

Did the hotel listing on TUI website/booking process state that there was a minimum age for check-in?

When did this issue arise? The TUI T&C's allow for an accommodation change for a £50 per person fee plus any price difference up until 28 days before departure. After that time they treat it as cancellation. 

NoodleDoodleMan

"To top it all our kids booked the hotel directly and used the TUI flight and airport transfers and TUI even managed to screw this up."

In my experience TUI do not arrange transfers unless a complete package is purchased.....flights + transport + accommodation.

Maybe thay has changed ?

Curious to know what was "screwed up" in this situation.

sheramber

but all they would allow us to do is to pay in full for the first holiday and then book again.

I suggest that they did not book again through TUI but booked the second hotel direct but used the flights that were paid for on the first booking, as they still hd to pay for them.

Pollycat

TadleyBaggie said:

If we all stopped using suppliers/retailers/etc based on 1 persons bad experience, there wouldn't be a single company left in business.

And it's against MSE rules:

Active boycotting

We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received.

The MSE Forum Guide: Frequently Asked Questions & Rules (moneysavingexpert.com)