Has anyone been mis-sold room occupancy by TUI?

GreenGiant1929

I am in a long dispute with TUI over additional room occupancy fee of £272 after booking for a trip this coming September. Its a long story but basically we booked a holiday for 2 adults in a studio. Unknown to us it was a studio for 2/3 people. We stayed in the same accommodation the previous year but the room was for 2 people only. In our haste to return we booked, opted to pay monthly - end of. The holiday was more expensive than last year but I put that down inflation etc. When I checked the finance details on confirmation email there was a £272 addition for room occupancy. When I booked there was no mention anywhere of any additional fees for room occupancy. I have been back on the TUI website and tried to book similar holiday and still there is no mention anywhere of room occupancy fees. Had I seen this I would not have booked why would I pay for three people when we are only two!! The only time the fee appeared was after booking the holiday. I tried to change the booking but they wanted to charge me extra for the privilege and I would have ended up with £35 back! I have contacted customer relations but they wont budge saying I should have checked after booking. Have emailed CEO of TUI buit as yet no reply.

MeteredOut

Just to be clear, the £272 was not in addition to the amount you were told you would pay, so the issue is that the £272 was included in the amount you agreed to pay, but was not made clear until the confirmation email that it was an under occupancy fee?

You say customer services say you should have checked the booking. Are they saying the fee was displayed somewhere on the booking?

Have you been through TUI's formal complaints process?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6677837/has-anyone-been-mis-sold-room-occupancy-by-tui

Your not

Package holidays are priced per person but hotel rooms etc are typically booked by the room not the number of people in the room.

Therefore it seems that the total of the room you were staying in was £816, if we say the flights were £150 pp then it will be advertised as £422pp based on 3 people sharing but you will be paying £816 +£150 pp so with only being two people you pay £300 for flights and £816 for the room or £422pp and a £272 suppliment for underoccupancy.

its the same as single travellers, they arent paying more, they are just paying the full price of the room rather than going halves with someone else

la531983

Not sure what is misleading here. You were happy with the headline price provided, how it is split out is immaterial.

HillStreetBlues

One thing I would say, if the room is for 2 to 3, then 2 shouldn't have an under occupancy fee. If they want to charge extra for 2 then the room should be marketed as 3.

luci

Invoices from TUI always have a confusing breakdown of costs and "savings" before showing the actual invoice price. I skim over the bluff, as I'm only interested in the total price I'm going to pay, not how they arrived at that figure.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82084314#Comment_82084314

It would be based on the notes of the PP price which normally is the maximium occupancy of the room… there really is no such thing as a 2-3 person room, as that would imply 1 person cannot stay there alone which clearly isnt true.

All package holiday prices where its simply listed as a bundled PP price will have small print saying on how many people sharing the room this is based on because the reality is its the transport cost on a pp basis and a room on a per night basis

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/82084452#Comment_82084452

No, it wouldn't mean one person couldn't stay in that room at all, it would mean that one person would expect an extra charge. I'm would be amazed it anyone really thought that.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82084581#Comment_82084581

but why would you pay more for a room, on a room only basis, to have a third person staying? Adding a third person should only be adding the cost of the flight but the PP value shown is combined room and flight

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/82084634#Comment_82084634

Can't see anyone on this thread suggesting that.

MATTR5

Everything on the confirmation is shown in the breakdown when you boook

if you let us know the name of the accommodation i can show you that

Im a TUI top seller

Extra note - paying monthly wit TUI loses you all your card protection/chargeback options - try and avoid it

Also you could have got this holiday cheaper if youd put the price on the Beat my Quote forum - so remember that for next time - https://forums.moneysavingexpert.com/discussion/509598/beat-my-quote-travel-agents-thread/p1271

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