Holiday dispute

Gordon1661

Need advice please.

Went on holiday to Dominican Republic in June through tui. After booking was told hotel restaurant was having a refurbishment so offered to move with 10% on top to help. Choose a hotel and was not told of any problems. Got on holiday to find the hotel was having big room refurbishments. When sat round the pool all you could hear was lits of banging and drilling and men watching people sunbathing. Was very uncomfortable and very loud. After speaking to hotel upgraded to a different part of the hotel and was lovely and enjoyed the rest of the holiday. After getting home complained to tui and was requesting upgrade refund as if told about refurbishment would have choosing another hotel. Tui are saying we Choose to upgrade so are being very unhelpful. Any advice would be great please 🙏

flaneurs_lobster

Not clear, did you pay an extra 10% to upgrade to different hotel or was this cost met by Tui?

This hotel dealt with your complaint at the time to your satisfaction?

Can't see that you have grounds for much of a refund.

Reckon they'll offer you a couple of hundred quid off your next booking if you make a nuisance of yourself.

TheMilkmansDad

Did you raise the issue with Tui whilst there? That is the key information missing from the above.

Woodstok2000

How much did you pay for the upgrade at the hotel? What did Tui propose to fix the problem when you complained to them before upgrading?

If you raised this with Tui when you arrived at the hotel and realised the problem, and then they did not sort it out to your satisfaction, you may have a claim.

If you upgraded of your own accord without involving Tui I don't think they will entertain you - you've got to give them a chance to fix the problem first.

Gordon1661

https://forums.moneysavingexpert.com/discussion/comment/82139557#Comment_82139557

Tui gave us 10% on top to move to a different hotel but didn't notify us of any work that was being done. When we complained to the hotel they informed us that tui did know about the works going on.

Gordon1661

https://forums.moneysavingexpert.com/discussion/comment/82139559#Comment_82139559

Yes we did and sent them videos. Also couldn't find a tui rep while there until the last day.

NoodleDoodleMan

TUI have an operational office in Punta Prima according to Google - did they not provide contact details with their local literature on arrival ?

sheramber

Your original

Post says you contacted Tui after you came home, not while there.

As Tui didn’t authorise the upgrade they are not look jelly to agree to pay for it.

Given the chance they may have had another option.

Pollycat

https://forums.moneysavingexpert.com/discussion/comment/82139807#Comment_82139807

You chose the upgrade - arranged by you without consultation with TUI - so I'm not surprised they are saying they won't pay for it.

https://forums.moneysavingexpert.com/discussion/comment/82139816#Comment_82139816

What was TUI's response to you raising the issue of the work & noise in the part of the hotel you were originally in?

Was this before or after you arranged the upgrade yourself?