“Okay hotel, Horrible communication with TUI”
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I would like to start off by mentioning the positive things of our stay. The reception and staff of the breakfast did a phenomenal job by making our stay perfect. Every morning Ivan from the breakfast prepared our favourite breakfast. Besides that, the reception made sure that we were fully satisfied. The hotel itself is what you expect of a 2-star hotel and also what you pay for it. I also would...
I would like to start off by mentioning the positive things of our stay. The reception and staff of the breakfast did a phenomenal job by making our stay perfect. Every morning Ivan from the breakfast prepared our favourite breakfast. Besides that, the reception made sure that we were fully satisfied. The hotel itself is what you expect of a 2-star hotel and also what you pay for it. I also would like to mention that the inward and outward flight was really good. The flight attendants were really service oriented!
Unfortunately, there are a few things that we were totally not satisfied about and things that TUI may improve. The things we were less satisfied about were the closed facilities and the communication of TUI. All the facilities of the hotel were closed, such as the fitness, wellness, 1 swimming pool on the 4th floor, the Whirhpool, the bars and the restaurants (only for breakfast opened). The only facility that was opened, was the ‘heated’ swimming pool (where the heater was not working and resulted in a cold pool) and the breakfast. We found this out whilst arriving at the hotel. We of course understand that this may be the case due to Covid-19 and we are already glad that we are allowed to travel, but at least inform us clearly about it. We informed TUI about this via the app, and their response was totally below their standards (See all conversations attached as a photo). While expressing our disappointment, their only response was ‘It is on the website’. On the website it is generally mentioned that a few facilities can be closed and if you would like more information, you will have to contact the hotel. In this case all the facilities were closed. We were not seeking for a compensation, we were just seeking for assistance in a solution, also for the unheated swimming pool. The only assistance we received was an option for another hotel, which was tripple the price of what we paid. Besides that, TUI literally said that if we do not like it, it is our problem. In the TUI app they informed us that they will follow up for further solutions. During our whole vacation, there were no follow up calls or no communication. Total silence after we did not take the initiative to contact them.
Knowing TUI as a service and – guest oriented business, I did not expect such a low problem handling department. This was really disappointing and below our expectations. I made a few screenshots to preview how unprofessional and uninterested the employees of the TUI app were.
Due to the bad problem handling of TUI and the poor communication, this review results in a 1/5. This also results in no future booking with TUI.
- Respect voor mens en natuur 7
- Kwaliteit van de bedden 6
- Prijs-kwaliteitverhouding 9
- Entertainment avond programma 0
- Entertainment dag programma 0