Closed hotel! But TUI 'don't know'

LaydeeKayDee

Hello! We booked a hol for 2 adults and 1 child to the Dominican Republic over Christmas this year. First time away over Christmas ever. We're really excited! 
I accidentally found out on Saturday that the hotel we've booked and fully paid for through TUI online, is closing for refreshments for 3 years the day after we're due to arrive! 

A call, an in store visit and a message to TUI have all been fruitless. They claim that the holiday is expected to go ahead as planned. The hotel website itself clearly states the closure. 

The closer we get to departure, the fewer alternatives will be available to select. I'd like to either force TUI to take my observations seriously and select an agreeable alternative, or to cancel for free, which they currently won't let me do. 

I have travel insurance but I've not done a full review yet. Does anyone have any pearls of wisdom? Or any experience with this that may put my mind at rest?
Thanks! 

LaydeeKayDee

That should say refurbishments!! 

Westin

What is the name of the hotel?

LaydeeKayDee

Dreams punta cana resort and spa

TELLIT01

Where does it state the closure?  I don't see anything, but maybe I'm just looking on the wrong page.

Westin

Dear Valued Colleague/Travel Partner,

AMR™ Collection would like to take this opportunity to share an important update regarding the contracts of Dreams® Punta Cana Resort & Spa and Dreams® Palm Beach Punta Cana.

AMResorts® and Playa Hotels & Resorts confirm the expiration of the contract for Dreams Punta Cana Resort & Spa effective December 20, 2022, and that the resort will no longer be represented under the AMR™ Collection brand portfolio as of such date. Beginning December 21, 2022, guests with existing reservations at Dreams Punta Cana Resort & Spa will have their stays protected at another AMR™ Collection branded property in the destination.

It is quite possible that the hotel (or AMR) have yet to tell TUI or if they have that TUI and the hotel are still negotiating where their guests will be accommodated. I would expect TUI wants to get everything agreed before contacting guests. There is also a chance that the closure date may change. IMO it seems very strange to close just days before a peak travel and stay period. Every chance the closure may slip to post Christmas and into early January when occupancy drops.

By all means contact TUI but I doubt word of the closure will have filtered far at the moment. Ideally you probably want to get through to pre-departure operations.  I can understand your frustration but you may be asked to wait for contact and news in due course.  I’m sure TUI will be doing what they can to ensure they don’t have issues over Christmas with guest bookings.

LaydeeKayDee

Looking at Trip Advisor, I can see lots of posts about the resort winding down. A lack of staff and fewer resort restaurants open etc. I might be being a bit greedy here, but that's not what we paid for. I don't really want to stay somewhere that's gearing up to close. I'd like the opportunity to change hotels based on the information I have seen. I bet TUI won't allow that if the closure date changes 😭

TELLIT01

I understand your concerns LaydeeKayDee, and would be equally unhappy if I arrived at a resort which was in the process of shutting down and didn't provide the service I expected and had paid for.  Unfortunately I've seen quite a few similar reports, not just regarding TUI, where people have been informed by the hotel that they will be closed, but the tour operator claims not to know anything about it.  That part I find difficult to believe (to say the least).  As Westin says, the tour operator may be trying to source alternative accommodation, but that doesn't justify them being 'economical with the truth' when asked direct questions by customers.