I booked a holiday for my family and paid the deposit. We had one room upgraded "free" to an Adult room, with no choice of changing it and after confirmation, we found that the adult rooms were in a totally different area of the hotel. Call 1 to Tui, I was told that it would cost to downgrade the room. Call 2 later that day, the operator escalated to a supervisor who said that the could do it and would come back to confirm - still waiting. Call 3 on 9/1/24 spoke with Mo who said he would get it rectified and would come back to me - still waiting! Call 4, spoke with Virgel to lodge a complaint - he went through all the booking said he could make the required changes (at last!) Once all that was confirmed he told me there was a £50 per room admin fee (£200 in total) to correct the errors TUI had caused through an inadequate booking process on line. I the spoke to his senior Joe, who told me he could do nothing about it. 3.5 hours wasted on all these calls with no customer service from their end and the inability to send an email or make a call when they say they will - who knows what would happen if there were an issue whilst away! TUI used to be a first class company, which we have used many times, but now unfortunately seems to have turned to dust.