Lovely accommodation, view was not very good from balcony but good location near pool as requested

Dear TUI Customer Services, I am writing to make a formal complaint regarding the unacceptable experience my family and I endured due to the 24-hour delay to our return flight home. This was our very first family holiday, something we had saved for over a year to afford, at a total cost of approximately £8,000. We had hoped to return home with wonderful memories, but instead our holiday ended in an incredibly distressing and exhausting ordeal. We spent over 12 hours stranded at the airport with very little support. We were provided with a food voucher worth only €11, which was not enough to purchase a proper meal, particularly after such a long wait. Having already reached the end of our holiday, we had very little money left and found ourselves stuck in the airport without adequate assistance or refreshments. To make matters worse, we were required to go through check-in, security, and passport control twice on two consecutive days. This was both physically exhausting and mentally draining for the whole family. My child suffers from anxiety, and this experience had a significant impact on his mental wellbeing. The uncertainty, long delays, and repeated airport procedures caused him considerable distress. What should have been a happy ending to our first family holiday instead became an experience that has left him anxious and upset. The delay also had a direct impact on our return to normal life. As a result of arriving home 24 hours later than scheduled, I had to take emergency leave from work because I was unable to return in time. This caused unnecessary stress and inconvenience and may have financial implications for me. In addition, two of our suitcases were damaged during our journey home and will now need to be repaired or replaced. The emotional impact on our family has been considerable. Instead of returning home with happy memories from our first family holiday, we came home exhausted, distressed, and overwhelmed. This experience has had a significant effect on all of our mental wellbeing, particularly our child, and has overshadowed what should have been a special milestone for our family. Given the circumstances, I ask that TUI: Compensate us for the 24-hour delay in accordance with UK261 passenger rights, where applicable. Reimburse any reasonable expenses incurred because of the delay. Compensate us for the damage to our two suitcases. Consider an additional gesture of goodwill in recognition of the significant distress, inconvenience, and emotional impact this experience has had on our family. I would appreciate a full investigation into this matter and a written response within 14 days. If I do not receive a satisfactory response, I will consider escalating my complaint to the appropriate Alternative Dispute Resolution body and pursuing all compensation to which my family is entitled. I look forward to hearing from you. Yours faithfully, Jemma Bradbury Booking Reference: ********** Flight Number: TOM2589 Scheduled Return Date: 17/07/2026

Clean and like home away from home

It was dirty, provided many photos on google review of the disgusting balcony and poor condition of room. Food was unedible with undercooked rice and pasta and just overal disgusting food. Made us and multiple guests ill. Some in hospital for food poisning and others from norovirus. This hosel is a 3 star not a 4 and needs to be looked at again. The toddlers poll is at the top of a hill. Birds landing on food.

Although I found the room to very clean & the staff were very hard working, I found it very tiring walking around the Hotel, I've never come across so many steps in my life!