Unreasonable TUI customer services

NeilNewman71

With TUI’s unwillingness to allow them to move to a hotel that did not have this age restriction, they booked another hotel directly and used the TUI flights and airport transfers, which TUI also managed to screw up.
NB: the booking process took their passport details and ages and then allowed them to book a hotel that had this age restriction.

For us TUI customer services treated the customer with contempt.
We will never go near this company again, Hays Travel for us going forward.
TUI holidays appear to be fine until you need their customer services department, at which point you realise, they don’t have one.

Pollycat

CKhalvashi said:

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?

I'd ask these questions too.

Although TUI website should be set up to not allow bookings with age restrictions, if the information was there on the booking page, your daughter and boyfriend do have some personal responsibility in this mistake.

bagand96

NeilNewman71 said:

With TUI’s unwillingness to allow them to move to a hotel that did not have this age restriction, they booked another hotel directly and used the TUI flights and airport transfers, which TUI also managed to screw up.
NB: the booking process took their passport details and ages and then allowed them to book a hotel that had this age restriction.

For us TUI customer services treated the customer with contempt.
We will never go near this company again, Hays Travel for us going forward.
TUI holidays appear to be fine until you need their customer services department, at which point you realise, they don’t have one.

It's hard to offer further advice (if indeed you're looking for any constructive advice) without answering the questions asked upthread by myself and others...

Westin

NeilNewman71 - have you looked for yourself on the TUI site for the information regarding under 21’s at certain Florida hotels?  It is normally on the hotel information page.

IvanOpinion

NeilNewman71 said:

With TUI’s unwillingness to allow them to move to a hotel that did not have this age restriction, they booked another hotel directly and used the TUI flights and airport transfers, which TUI also managed to screw up.
NB: the booking process took their passport details and ages and then allowed them to book a hotel that had this age restriction.

For us TUI customer services treated the customer with contempt.
We will never go near this company again, Hays Travel for us going forward.
TUI holidays appear to be fine until you need their customer services department, at which point you realise, they don’t have one.

Am I understanding this correctly?

They booked a package that included hotel A, flights and transfers.
They then changed from hotel A to hotel B directly (was Hotel A cancelled and TUI informed? Transfers are often paired with hotels,, therefore if the hotel was cancelled it could have cancelled the transfer as well).

Did TUI agree to transfer to hotel B? Does TUI send transfers to hotel B? If so, they may have been able to move them, but their rep in Florida might have had them to go to hotel A (as part of their package)
Are we still missing part of the story, because at the minute the fault does not lie with TUI

You have mentioned the passport details a couple of times but that information is probably only used for flight purposes (to use it for anything else could be considered a data protection breach). The customer does have to take some responsibility for checking what they have booked.

PS: Hays travel sell TUI holidays.

photome

NeilNewman71 said:

With TUI’s unwillingness to allow them to move to a hotel that did not have this age restriction, they booked another hotel directly and used the TUI flights and airport transfers, which TUI also managed to screw up.
NB: the booking process took their passport details and ages and then allowed them to book a hotel that had this age restriction.

For us TUI customer services treated the customer with contempt.
We will never go near this company again, Hays Travel for us going forward.
TUI holidays appear to be fine until you need their customer services department, at which point you realise, they don’t have one.

More information needed if you are looking for help 

don’t forget to tell Hays you dont want a Tui package

Westin

Be good to the name of the original hotel as well.

sheramber

I don't think the OP wants help.he just wants to vent.

Westin

A quick dummy booking on the TUI website (selected the Rosen Inn Pointe Orlando) showed this message under “IMPORTANT INFORMATION” regarding minimum age for guests at Florida hotels.

There was also several warnings in the same section about car rental not being possible for under 21’s.

” Please note that all hotels in Florida with the exception of the Wyndham Orlando Resort require at least one passenger in each room booked to be over the age of 21. This includes customers on a cruise & stay holiday.”

Pollycat

Westin said:

A quick dummy booking on the TUI website (selected the Rosen Inn Pointe Orlando) showed this message under “IMPORTANT INFORMATION” regarding minimum age for guests at Florida hotels.

There was also several warnings in the same section about car rental not being possible for under 21’s.

” Please note that all hotels in Florida with the exception of the Wyndham Orlando Resort require at least one passenger in each room booked to be over the age of 21. This includes customers on a cruise & stay holiday.”

Well done.
So the OP's daughter and boyfriend bear some responsibility for this.
And maybe TUI 'managed to screw up' the transfers as the pax didn't stay at the hotel originally booked.

I would not take the OP's advice to not use 'these pirates' based on what we now know.