Tui - 14 day change

Blessedandstressed

Anyone successfully managed to get a free holiday change or cancellation from Tui within 14 days of departure date? 

Essentially believe that Tui have missed sold a holiday based on key features for us that were listed in the holiday advert not being at the hotel. I’ve raised this with them as mis selling and false advertising and it’s being looked into by the ‘directors’ team for a resolution. But I’m curious if this is all just a tactic and the response will be no Change. We go next Friday and the holiday is not fit for our needs, only became aware of issues 13 days before we travel and raised it straight with Tui.

UnsureAboutthis

What does the T&C's state? They re often stating no change but read them

What was "mis-sold" to you as this will be helpful in determining what is the norn and what is not. It would also be helpful to others - we recently went on hols but only used TUI flights as we try to avoid Easyjet and Ryanair. 

Penguin_

Blessedandstressed said:

Anyone successfully managed to get a free holiday change or cancellation from Tui within 14 days of departure date? 

Essentially believe that Tui have missed sold a holiday based on key features for us that were listed in the holiday advert not being at the hotel. I’ve raised this with them as mis selling and false advertising and it’s being looked into by the ‘directors’ team for a resolution. But I’m curious if this is all just a tactic and the response will be no Change. We go next Friday and the holiday is not fit for our needs, only became aware of issues 13 days before we travel and raised it straight with Tui.

What features were listed in the listing for the hotel that aren't there?

Blessedandstressed

So specifically a heated pool and two children’s play parks. We travel first week of June, so appreciate that weather in theory should be hot but currently much cooler then usual. The tui website states heated pool, no stipulations around when it’s heated or not. Website also states two children’s play parks. 

All Recent reviews of the hotel state that the pool is unusable for small children as it’s freezing. For context my children are 3 & 1. They are too young for kids club, the kids club does not allow parents to stay and play with their children ( something we’ve been able to do in other hotels). Hotel has confirmed no parks and no heated pool. 

These are the two primary sources of entertainment for my young children which aren’t available. We booked the hotel based on these features. 

I’ve since searched other travel sites for the hotel description and they don’t claim that the hotel has a heated pool or a park, it’s just Tui. So if we’d chosen another provider to book through then we wouldn’t have had incorrect information and wouldn’t have booked the hotel. 

I’m not looking for compensation, I’m not looking for an upgraded holiday. I just want to be able to change the holiday hotel and location (no other comparable hotel on the island) or be able to cancel with a refund so we can book something else where. 

Westin

Which hotel is this?