Sewage and water problem at hotel

Japete

Hi Thankyou for letting me join the forum. My query is I’m not sure where we stand with a holiday booking. I’ve been in touch with Tui who have been no help at all. 

We are due to fly to Sorrento in a couple of weeks and I always check on trip advisor for any updates about the hotel we are staying at to get feedback and tips. On Saturday there were a couple of people saying there was a  problem getting water to the rooms and sewage was coming up from the toilets. This has gone on for 3 days. They were having trouble getting drinking water and washing. I also looked on the Tui blue app and someone had also posted on there asking what was happening as a note about the problem had been put in the lift. I immediately messaged Tui and got a pre prepared answer saying the hotel meets all Tui standards and they take no notice of Tripadvisor reviews and other apps. I then messaged the hotel on the Tuiblue app and received an answer from Christine the Blue guide at the hotel saying they’d had a major water incident in Sorrento. She said the water was restored on the 22nd but no mention of the sewage in the rooms.
We are really concerned about going if there is an ongoing problem but because we only have 2 weeks before the holiday Tui say we can’t cancel or change the hotel without losing all our money.
is this correct ? Do we just have to go and see for ourselves. The people who we have been in contact with also say Tui reps at the hotel were no help and quite condescending.
Any advice would be much appreciated.

Ayr_Rage

If it has been fixed and therefore Tui do not anticipate any further issues you have two options, go and hopefully have a trouble free holiday or cancel on rumours and lose all you have paid.

Grumpy_chap

Japete said:

Hi Thankyou for letting me join the forum. My query is I’m not sure where we stand with a holiday booking. I’ve been in touch with Tui who have been no help at all. 

We are due to fly to Sorrento in a couple of weeks and I always check on trip advisor for any updates about the hotel we are staying at to get feedback and tips. On Saturday there were a couple of people saying there was a  problem getting water to the rooms and sewage was coming up from the toilets. This has gone on for 3 days. They were having trouble getting drinking water and washing. I also looked on the Tui blue app and someone had also posted on there asking what was happening as a note about the problem had been put in the lift. I immediately messaged Tui and got a pre prepared answer saying the hotel meets all Tui standards and they take no notice of Tripadvisor reviews and other apps. I then messaged the hotel on the Tuiblue app and received an answer from Christine the Blue guide at the hotel saying they’d had a major water incident in Sorrento. She said the water was restored on the 22nd but no mention of the sewage in the rooms.
We are really concerned about going if there is an ongoing problem but because we only have 2 weeks before the holiday Tui say we can’t cancel or change the hotel without losing all our money.
is this correct ? Do we just have to go and see for ourselves. The people who we have been in contact with also say Tui reps at the hotel were no help and quite condescending.
Any advice would be much appreciated.

So, the hotel acknowledge there has been a problem with water for the hotel and it was resolved a couple of days ago.  You are due to travel in two weeks.  That is a long time for everything to get back to normal.

TUI are probably correct that you cannot simply change or cancel without losing the costs of the holiday.  Any action of that nature now by yourselves would be seen as "disinclination to travel" so not covered by any insurance you may have either.

You really need to simply go and enjoy the holiday.  With two weeks, if there really is a problem, TUI will have intervened in that time to support the resolution or change hotels or whatever.

bagand96

Do you have any reason to believe that the problems aren't resolved, or that they won't be resolved in 2 weeks time? That's a long time!