Unreasonable TUI customer services

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.

bagand96

Customer books a holiday on the TUI website and the TUI site states in the important information there's a minimum check in age of 21.

Customer is younger than 21 but proceeds to book and during the process provides their DOB details.

Customer agrees during the booking process that they have reviewed important information and also accepts the TUI T&C's including ammendment and cancellation terms. 

At some point the problem arises of the check in age. TUI are unable/unwilling to amend the booking and want full payment. TUI may have acted in accordance with their T&C's (hard to say for sure as OP hasn't offered any further info)

Customer travels anyway using TUI flights and transfers,  but books and pays the hotel again directly,  not facing a minimum check in age? 

Customer's complaint seems to revolve around TUI's IT accepting the traveller's DOB information and booking even though the traveller doesn't meet the hotel requirements. 

soolin

Just to muddy the waters a little the last time I saw a TUI booking travellers were asked to indicate their age within quite large bands. Something like under 2 years of age , 2-10 10-18 and over 18 , there was no need to narrow it down further. So even at my great age I would only fall into the adult over 18 category and wouldn’t expect to have to confirm anything more at booking stage. 

tightauldgit

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.”

Pretty much the only question that matters is whether it was clear at the time of booking that the hotel would require someone to be over 21. If that information was available then its the traveller's responsibility to make sure they meet the requirements. 

The question of whether you submitted your DOB elsewhere on the site is neither here nor there. 

I appreciate the frustrations with the T&Cs and not being able to correct errors like this but that's the way travel always is and why I have a small freak out every time I hit 'confirm booking' on any flight or hotel even though I'm a seasoned traveller. 

In this case it's the kind of thing a human travel agent would pick up but an automated system probably won't. 

NoodleDoodleMan

As others suggest - this is where a travel agent is the best option for a face to face reservation.

If you are booking a TUI holiday that's where I would have gone, even it it means travelling to another town.

Hay's would also be suitable - we have booked two recent TUI packages with them.

Online bookings are fine for straightforward deals for Spain, Portugal and Greece etc. where you know the variables - however the USA is one that needs knowledgable advice.

We've booked countless holidays with TUI (and Thomsons as was) since the dawn of time - or so it seems. Quite a few "hiccups" over the years but nothing that would steer us away if the offer suits us.