Hotel was lovely, but lacking entertainment on an evening

Every single staff member was so friendly, welcoming and helpful.

Complaint sent to TUI which has not been taken seriously. I am writing to formally complain about the significant issues we experienced during our recent holiday booked through TUI. Unfortunately, a number of problems affected both our travel arrangements and our stay, resulting in considerable inconvenience and disappointment. Our holiday began with disruption at the airport. The departure boards displayed a delay of two hours to our outbound flight. However, after we had already proceeded to the boarding gate, we were informed of a further delay. In total, the flight departed approximately 2 hours and 57 minutes later than scheduled. Whilst we understand that delays can occur, the lack of timely communication and the additional waiting time significantly impacted the start of our holiday. Upon arrival at the hotel, we were disappointed to find a note in our apartment informing us that maintenance work was taking place. The note described the work as causing only \"minor disturbances\" and included a bottle of wine as compensation for the inconvenience. In reality, the disruption was far from minor. Throughout our stay there was frequent drilling, banging, and construction noise directly outside our apartment. The disturbance extended to the roof terrace area, where we were subjected to loud maintenance work while attempting to relax. This significantly affected our enjoyment of the facilities and the peaceful holiday experience we had expected. The most serious issue during our stay was the ongoing problem with the lifts. This was our second visit to the hotel, and we experienced lift problems on both occasions. During this stay we were allocated accommodation on the sixth floor, making reliable lift access particularly important. The lifts were out of service for at least eight days during our holiday. Despite reporting our concerns, we were repeatedly advised that the matter had been reported and that an engineer was awaited. This situation caused considerable difficulty. My husband has previously undergone spinal surgery and has also had a knee replacement, making repeated use of multiple flights of stairs both painful and challenging. On the day of our departure, with the lifts once again unavailable, he was forced to carry our suitcases down six flights of stairs to reception. This was unacceptable and placed him at unnecessary physical risk. Even when the lifts were operational, they were frequently unavailable due to being occupied by housekeeping staff and cleaning equipment during busy guest periods. On numerous mornings, after breakfast, guests were unable to access the lifts because they were being used by cleaners. This created further inconvenience and delays. It is our view that the hotel should have appropriate arrangements in place to minimise disruption to paying guests, particularly where lift availability is already an ongoing issue. The repeated lift failures, combined with the lack of an effective solution and the impact on my husband's mobility, significantly diminished our enjoyment of the holiday. Having now experienced the same problems on two separate visits, we have made the decision not to return to this hotel in the future. To add to our disappointment, our return journey was also affected by a further flight delay of approximately one hour. Overall, this holiday fell far below the standard we have come to expect from TUI. We paid for a relaxing and enjoyable break but instead experienced travel disruption, persistent maintenance noise, and serious accessibility issues throughout our stay. We feel that the circumstances outlined above warrant both a formal investigation and appropriate compensation. I look forward to receiving your response and hearing what action TUI intends to take regarding this complaint.

Already provided on the first page

Breakfast was amazing and so much choice. Staff were great and hotel was spotless