“Holiday was fantastic but the reason for the 2 stars is the hotel room looked nothing like their website and when I contacted them this was their response!!
The room shows it with a complete make over however the rooms we had were old and dated . This is a Tui problem not a hotel problem.
Tui had falsely advertised how these rooms look
Here at TUI, we're always keen to hear about our customers holiday experience, so thank you for contacting us with your complaint submitted on 26-06-2026. We've investigated and reviewed each of your individual complaint topics and have provided our comments below.
Accommodation & Destination/Inaccurate information/Brochure & Web/Photo
We’re sorry you feel that the photographs provided of your accommodation on our website and in our brochures are not a true representation of the hotel.
We provide as much information as possible on our accommodation and our imagery is there to give you an accurate representation of the hotel. We apologise that you felt that in this instance, this wasn’t the case.
Thank you for taking the time to write in to us, all feedback is appreciated and used to improve the service we offer going forward.
Thank you for contacting us.
The first photo is on tui website the 2nd is the actual room”
“This would be a 5 star if it was a review for the exceptional service from both Joanne and Freya. They have been nothing but lovely and helpful.
However, I booked a trip to Poland through Tui and booked a premium aparthotel. On arrival we were unable to get in so after 2 hours of trying to contact someone we finally managed to get through to the hotel and they informed us that Tui had not passed our contact details over to them so they were unable to contact us to give us our entry details.
The next day we met 2 other couples that has the same experience and we spend time helping them too.
I arrived back and went to store a few hours later to make a complaint.
Today I received a call from TUI head office department and they said because I didn't complain whilst I was abroad there would be no compensation. I asked where I would have been informed that this was the policy and they stated that they do not inform their customers. I asked how I took it further, they put me on hold for 10 minutes and then told me the only way I could would be to hire a solicitor. I ended this phone call.
In summary, due to someone else's mistake and my attempt to make a stressful start to a holiday I have worked hard to pay for, I am the one that has been given the blame. Completely unbelievable.
IF YOU HAVE A COMPLAINT ABOUT YOUR HOLIDAY MAKE SURE YOU MAKE THAT COMPLAINT ABROAD!”
“After several excellent holidays with TUI, including two previous stays at TUI BLUE Medina Gardens in 2024 and 2025, we returned in January 2026 with friends expecting the same high standard. Unfortunately, this visit was a major disappointment.
Four of us had booked and paid a supplement for Garden View rooms with Jacuzzis—exactly as we had in previous years. This was even confirmed by telephone prior to departure. However, on arrival, these rooms were not provided.
Instead, we were successively, over the following three nights, offered unsuitable alternatives: rooms at the rear facing a high hedge, rooms directly beneath a disco bar where sleep was impossible, and rooms overlooking rooftops and air conditioning units. None matched what we had booked, paid for, or been promised.
It was only halfway through our holiday—after repeated discussions and considerable resistance from senior reception staff—that appropriate rooms were finally offered.
We believe this is a breach of their contract with us, to supply what is advertised by them.
Even more disappointing was the attitude of the reception management team. Their dismissive approach and the conflicting, inaccurate information given (including claims that room allocations were controlled by TUI rather than the hotel) added unnecessary stress to what should have been a relaxing holiday.
Since returning home, our experience with TUI customer service has been equally frustrating. We have struggled to receive a proper written response to our detailed complaints and request for an appropriate refund.
TUI has claimed we were offered £120 in hotel vouchers (which we were not), along with a £150 goodwill voucher, which doesn’t even cover the excess we paid for our room upgrades. A total of £270 in vouchers for four guests who did not receive what they paid for—until halfway through their stay—is wholly inadequate.
It is important to say that the wider hotel staff were, as always, excellent—friendly, professional, and hardworking. This issue lies squarely with the handling of our booking and the response from management, both on-site and through TUI.
Sadly, this experience has significantly damaged our trust. This review receives one star only because a lower rating is not possible.
My advice is not to assume you will get what is advertised or paid for from Tui.”
“Following a truly awful experience in Jamaica we complained to the resort rep. Long story short she arranged a £250 voucher of our next holiday. Soon as we returned to U.K. we went to the store to book a holiday for 2026 and after several days to-ing and fro-ing they eventually located the voucher and it was applied to the holiday. Last month we get an email from Tui saying unfortunately our flights times have been change for 2026 so we investigated further. Not only have the times changed the airline has changed. From Tui to……easyjet! So my husband called them. If it wasn’t bad enough to be changed to a third rate airline- Tui not wanted to change us and extra £400 for the pleasure!! Their response-you can either accept the change or cancel for a full refund. No question for us - we cancelled. However before all of this we had booked another Tui holiday for 2026, so we asked them to apply the cost of the compensation voucher to this other holiday instead. “We’ll get back to you within 72 hours with confirmation!” Over a week later still nothing. It is beyond poor customer service. We have booked out last 8 holidays with Tui and left amazing feedback each time. Now, not content with want us to pay over £400 more to fly with low class airline they don’t wish to honour the compensation they awarded to us when we had such a disaster on a previous holiday.”
“I would like to recommend Brandon at TUI victoria Street Grimsby for helping me book my holiday next year.he was so helpful and made booking a wonderful experience”
“we went to the aqua mirage hotel in marakesh on the 8th of august for 2 weeks.all i can say is what a dump,dirty rooms,torn worn out bedding.food uneatable.
after 2 days my partner went to the tui reps office saying he couldent eat the food he was told there are plenty of chicken nuggetes when he said he wanted to go home he was told to go to the airport and try to get a flight.the reps name was kattie our 18 year old grandaughter did manage to get a flight and left after 3 days.the hotel was suposed to be a four star but we had to pay to rent a kettle.after we arrived home my partner wasent feeling good went for some tests and diagnosed with salmonella contracted while on holiday.we have been to the tui office where we booked and paid for our 9k holiday and told they couldent help just fill in a complaints form on line which up to now has done no good.any help or advice would be good.thanks maggie”
“Great resort . Great Holliday .
Poor customer service after .!! Doesn’t seem to be any way to highlight an accident that happened on a waterslide at resort”
“Had two disastrous holidays with TUI in the same year. The second one was a very expensive holiday to Bali. The hotel didn't understand my nut allergy and TUI did nothing to help. They refused the change me to another hotel, to give a refund so I could food elsewhere or to speak to the hotel. Nothing. I was left playing Russian roulette and pretty hungry after living on lettuce and chips (beyond disappointing for a holiday costing £3k). Eventually, after being served whole nuts hidden in a stew that was supposedly checked for me by hotel staff I had no choice but to book a flight back home at my own expense.
I will NEVER travel with TUI again.”
“Booked us into a dump of a hotel, nothing like the brochure.
Dirty bedsheets, filthy carpets torn and chipped furniture, I could not even sit down in the room it was that bad.
Guess what...Its my problem according to TUI.”
“Tui are an absolutely joke. Their complaints procedure is dedicated to making it as hard as possible for paying customers to make a official complaint.
Tui advertise 6 restaurants at their hotel when you get there only one open. Complain and nobody give a dam.
The worst is that they put a sign up at the closed restaurants saying that it is is in the customers best interest that they close the restaurants. Tui only do anything thing for their own best interest and not in the interest of their customers such as a cashless plane, again how does that benefit paying customers, only Tui.”
“We booked a flight with Tui Airways to return home from Mallorca- the flight itself was fine but it was delayed and, as a result, we incurred a small additional travel cost.
On return, I emailed Tui and asked that they agreed- so far, so good! Their email said they would send another communication with a link to provide payment details to receive the refund but, 10 days later, nothing had arrived.
I have now engaged with Tui three times on webchat (it appears impossible to move beyond their automated service on the phone) and each time I'm told the matter has been escalated and that someone will be in touch within 7 days. Each time, this has not happened.
I have now had enough of chasing so have decided to leave a review instead- the amount of money involved is trivial but the service is appalling and the responses plainly dishonest when clearly no follow up activity is taking place - I will certainly be avoiding using them again.”
“Tui sold us our paradise holiday for the fives beach resort playa del carman Mexico villa wasn’t the cleanest under stocked on arrival not enough towels room dirty lots of flies after day three we looked in the oven only to find hundreds of maggots flies lava vile smell propa crawling maggots like a fisherman’s box still struggling to eat and tui were not helpful at all and we still await reply’s after being home a week.think twice booking with tui.”
“Booked 8 days in Zante with a departure time of 06.25. The day we paid our balance we was told our flight had been changed to 15.25. We had booked this holiday on the basis of the flight time. So we had lost half a day in the 5 star all inclusive hotel we had chosen. To there credit after 2 long phone calls they refunded £400. But I would of preferred the holiday I had booked. The day we arrived, so the airport our flight was delayed by 2 hours. We got on the plane waiting 1 hour for a slot to leave to be told we could not leave as zante airport closes at 22.00 and they would not make it. It took a further 90 minutes to get steps to the plane to get us off then a 2 hour wait in the airport to organise a hotel and transport. The food supplied at the hotel was not edible. In the morning we was to be picked up at 5.30 bus came at 6.30. No one in the hotel offered us breakfast or even a drink. We finally left for zante at 9.30. So everyone missed one day. After returning we have put a claim form into tui who have replied due to extreme circumstance they are not obliged to give any compensation. So we paid for a night in an all inclusive hotel that we never used and tui think it is OK to keep our money. I have put a complaint in to ABTA and will employ a private claim agent to deal with this. It's not about getting money back it's that tui think it's OK to change your holiday, delay you and not be responsible for it. The only way to make these companies listen is by not putting your hard earned money with them. They don't care about complaints, feelings, the fact you have saved all year for a week in the sun. Please book independently and get rid of the rip off package holidays.”
“This company is complicit in defrauding their customers of their rightful refunds following delayed flights. Ours was delayed for 7 hours. They know who is due a refund, whether by them or their third party flight provider, so why do they not simply pay out? Why do we have to apply for what is ours? Instead they withhold the information needed to apply, block access to forms and reject emails. Even travel agents get no better service from them. ABTA needs to address the abysmal service these companies are meting out.”
“If you book with TUI then fly with TUI don’t let them put you on a flight with sun express because we did and had a delay over 3 hours. We applied for compensation but TUI refused because we flew with sun express and told us to contact them.
We did contact them and they would not give any explanation for the delay and totally refused any compensation claim.
We will not use TUI again totally disgusted that TUI put us on that flight but just passed the buck when contacted about long delay.
SO DONT BE FOOLED DONT FLY WITH SUN EXPRESS A TURKIS/GERMAN AIRLINE.”
“The WORSE travel company to EVER EXIST!!!!!! One staff's word is worth nothing. If you speak to 5 different call handlers, you will be told 5 different confusing information on the same subject.
They do this on purpose to cause confusion, hurt and frustration.
Cold hearted thieves, morally bankrupt and bloody liars.
NEVER AGAIN IN MILLIONS YEARS!!!!
Some companies should never exist on this earth and TUI is one of them. I hate this company with every fiber of my being and wish nothing but the worse for them!!!”
“Totally disgusting company who do not care about their customers one bit just the money. Ruined my yearly holiday and will not help us afterwards as they do no simply care. Do not use them ever!”
“Belcekiz beach hotel SUE and SOFIE super stars 💖 Not to keen on the airline you use.sunexpess is a bit wanting,doesn't know what's going on on board,can be dangerous as they let things go unseen as in people having mental knives on board they snaffled from the lounge at manchester airport for their cheese and crackers they also took beer bottles on plane stewards did see but didn't bother which I found quite shocking”
