TUI holiday complaint??

Bigskull7

Hi

I'm posting this as I'd like a second person's opinion on some holiday issues I'm currently having. Are these worthy of a strong complaint for which I should seek compensation or are these just teething issues that I should accept for a foreign holiday?
I'm currently on my 4th day of an all inclusive Dominican Republic holiday through TUI and we seem to be experiencing a number of issues as follows:
1. Arrived and given room which turned out to have fault in balcony so had to wait for engineer which meant no food after long journey. Basically glass balcony screen had not been fixed to wall so was wobbling a lot and was in danger of collapsing if leant on with any force which would lead you to plummet to your death along with a pane of glass (I'm with 2 kids). 

2. Next day upgraded room which was difficult as hotel only had us down for one night booking so took a while to sort and paid full price for upgrade. 

4. Moved all stuff to new room then tried to use app for resteraunt bookings. Would not work so went back to reception who told us that it did not work as we were still only booked for one night so had to spend time sorting that out (again). 

5. Got app sorted then went back to room that night to find one toilet constantly filling and making loads of noise. Waited for engineer to turn up to fix that. Eventually arrived and fixed. 

6. Had no water as only supplied with 2 bottles for 4 people. Phoned reception who said they'd send more water that night. Waited up but nobody arrived. 

7. The other toilet (there were two in family suite) stopped working on day 3 as wouldn't flush. Engineer arrived and fixed but when we got back the toilet was constantly filling up and still wouldn't flush. Also found that the other toilet (the original broken one) also wouldn't flush now. Tried to ring reception but now phone wouldn't work. Went back to reception to get both toilets fixed. Sorted that night but said we'd have to wait for phone repair. 

Should  I expecting issues and just get on with it or have I got grounds to be angry. I've been offered a late check out by hotel as compensation which is pretty poor and pointless as I need to leave for flight. They also offered  to change our room last night (to the same level room) but I didn't want to go through all of the packing and unpacking again, especially at 22.30 when kids are asleep so I refused. Spoke to TUI rep but he wasn't helpful and actually quite rude. He said come back tomorrow (today) so we'll see. Just wondering if I'm blowing this out of proportion or if it's grounds for at least some sort of compensation?

Westin

These all seem hotel issues. If you are still there can you ask to see the manager and politely point out all the issues experienced.  They may try to settle and make good whilst you are there. Perhaps in addition to the late checkout they might offer an upgrade to the al a carte restaurants during your stay or wine to your room. 

Ganga

I would have asked for a meeting with the manager and the TUI rep together and sorted out the problems BUT  would be spending more time round the pool ,beach etc with the family whilst the hotel maintenance staff sorted out the problems.

bagand96

Whilst I can see the issues would be frustrating I personally wouldn't be looking to raise a "strong complaint" and don't think there'll be any compensation (other than perhaps a goodwill gesture as @Westin has suggested)
 
I'd be focussing on enjoying the rest of my holiday rather focussing on the frustrating start to it.

eDicky

The low quality flushing mechanisms of toilets which often stick open can usually be remedied by a shake of the handle until the valve drops, at least as a temporary measure.

I wouldn't expect to have to wait in the room for the arrival of a maintenance engineer.

As suggested, I would have a serious but calm chat with the manager about the various glitches, your pointing them out may be appreciated and rewarded in some way, or not...

sheramber

Bigskull7 said:

Hi

I'm posting this as I'd like a second person's opinion on some holiday issues I'm currently having. Are these worthy of a strong complaint for which I should seek compensation or are these just teething issues that I should accept for a foreign holiday?
I'm currently on my 4th day of an all inclusive Dominican Republic holiday through TUI and we seem to be experiencing a number of issues as follows:
1. Arrived and given room which turned out to have fault in balcony so had to wait for engineer which meant no food after long journey. Basically glass balcony screen had not been fixed to wall so was wobbling a lot and was in danger of collapsing if leant on with any force which would lead you to plummet to your death along with a pane of glass (I'm with 2 kids). 

Is this a new built hotel if the screen was fixed to the wall?  Why could you not go for food? Hotels all have master keys for the rooms or you could have told reception you were going for food and , if in the hotel, they could contact you there.

2. Next day upgraded room which was difficult as hotel only had us down for one night booking so took a while to sort and paid full price for upgrade. 

4. Moved all stuff to new room then tried to use app for resteraunt bookings. Would not work so went back to reception who told us that it did not work as we were still only booked for one night so had to spend time sorting that out (again). 

Did you have to wait for the app to be fixed. Could you book at reception for the restaurant instead of waiting for the app to be fixed? 

5. Got app sorted then went back to room that night to find one toilet constantly filling and making loads of noise. Waited for engineer to turn up to fix that. Eventually arrived and fixed. 

6. Had no water as only supplied with 2 bottles for 4 people. Phoned reception who said they'd send more water that night. Waited up but nobody arrived. 


Could someone not have gone to reception to collect some?

7. The other toilet (there were two in family suite) stopped working on day 3 as wouldn't flush. Engineer arrived and fixed but when we got back the toilet was constantly filling up and still wouldn't flush. Also found that the other toilet (the original broken one) also wouldn't flush now. Tried to ring reception but now phone wouldn't work. Went back to reception to get both toilets fixed. Sorted that night but said we'd have to wait for phone repair. 

I don't suppose they keep a telephone engineer on site.

Should  I expecting issues and just get on with it or have I got grounds to be angry. I've been offered a late check out by hotel as compensation which is pretty poor and pointless as I need to leave for flight. They also offered  to change our room last night (to the same level room) but I didn't want to go through all of the packing and unpacking again, especially at 22.30 when kids are asleep so I refused. Spoke to TUI rep but he wasn't helpful and actually quite rude. He said come back tomorrow (today) so we'll see. Just wondering if I'm blowing this out of proportion or if it's grounds for at least some sort of compensation?

Could you move rooms the next morning once everyone was awake?

I think you are very disappointed that your holiday has not turned out to be what you expected.  A calm chat with the manager and the TUI rep could result in some  goodwill -  you need to consider what you would consider a suitable goodwill gesture.