Very clean and friendly staff

I am writing to make a formal complaint about our recent holiday, as unfortunately the overall experience was extremely disappointing and has seriously affected my confidence in booking future holidays with TUI. At check-in, we were informed that the rooms on the lowest floor were unavailable, despite having specifically requested one because of my partner’s medical issues. We were allocated a room on the second floor instead. When I explained again that, because of his condition, this was going to be difficult for him and asked whether we could move rooms, we were simply told to “use the lift.” We were not offered the possibility of moving at a later date either. What made this particularly frustrating was that the lower-floor rooms appeared to remain empty for the entire duration of our stay. The receptionist’s manner was also very rude and blunt, which made an already difficult situation even worse. We were also told that the pool bar was closed for only a few days. We later discovered that it had actually been closed for several weeks. Had we been given accurate information before or during our stay, we could have made alternative arrangements, particularly given our circumstances. There was also no Wi-Fi available for the entire duration of our holiday. This caused significant problems when I was trying to contact TUI, as I was unable to use the TUI app or website properly. I ended up using all of my mobile data and had to purchase additional data at my own expense. The condition of the room was unacceptable. It was filthy when we arrived and we had to clean it ourselves before we could even unpack. The bedding was also dirty. When I requested clean bedding and towels, these were not provided until the following afternoon. The day before we were due to leave, I asked whether we could keep our room for a few additional hours because of my partner’s condition. We were told this was not possible and that there were no other rooms available, despite the hotel appearing to be only around half full. We were offered an additional hour for €35, which was also the price quoted for keeping the room until 5pm. This was particularly difficult because my partner was very unwell during the holiday and was not in a position to go into town and spend the approximately 9.5 hours waiting for our collection. As a result, we had to pay €40 for a taxi to the airport, where we then had to wait for approximately 11 hours before our flight. Had we been properly informed about the pool bar being closed and the lack of Wi-Fi, we would have approached the final day very differently. Our plan would have been to retain the room until 5pm and then spend the remaining time at the pool bar before our transfer. Instead, we were left with very few practical options, which was especially difficult given my partner’s medical circumstances. Overall, this was an awful holiday experience. There were multiple issues throughout our stay, including the room allocation, cleanliness, dirty bedding, delays in receiving fresh linen and towels, lack of Wi-Fi, inaccurate information regarding the pool bar, and the lack of reasonable assistance with our room on departure day. I also feel that we should have been informed about the hotel’s facilities being unavailable, particularly the pool bar and Wi-Fi. These were significant factors in how we expected to spend our holiday and our final day. This experience has unfortunately made me lose confidence in TUI, which is particularly disappointing as I work for the NHS and the TUI discount was one of the reasons we had been happy to consider booking with you. We had been planning to use TUI to book a holiday to Australia in April 2027. However, following this experience, we are now seriously considering looking elsewhere. I would appreciate a full investigation into the issues raised above and a response explaining what happened, particularly regarding the availability of the lower-floor rooms, the inaccurate information about the pool bar, the lack of Wi-Fi, the condition of our room and bedding, and the refusal to provide a room for longer on our departure day despite the apparent availability of rooms. I would also like you to consider appropriate compensation for the significant inconvenience, additional costs and distress caused during what should have been our holiday. I look forward to receiving your response. Kind regards, paula frost Booking reference ********** 17/9/26-24/9/26 **********

This is the only hotel we have ever been to in all the years we have been going abroad 2 or 3 times a year , no rep to update us , just a sign in the window saying bar shut , we normally use it as a convenience store and bar retaurant when we stay here, it cost us an extra 2 taxis a day for the 9 days!!!

We should of been informed about closure of pool bar/restaurant

Locks on balcony door and window didnt work, room only cleaned once,nocontroller for air conand some sockets didnt work.