Waist of a lot of money, nightmare holiday

I am writing to make a formal complaint about our recent holiday, which was extremely disappointing and fell well below the standard we expected when we booked. The main pool was closed during our stay, despite this being an important advertised facility and one of the reasons we chose the resort. We were unable to enjoy a facility we had paid for and reasonably expected to have access to. To make matters worse, there was continuous drilling and construction noise throughout the day. This caused significant disruption and made it extremely difficult to relax and enjoy what was supposed to be a peaceful holiday. The constant noise had a major impact on our overall experience. We were also extremely disappointed with the 24/7 TUI contact service. When we attempted to get help and raise our concerns, the service we received was very poor and did not provide the support or assistance we expected. The situation became even more unacceptable on the day we were due to return home. Our pre-arranged transfer to the airport did not turn up. This caused considerable stress and anxiety, particularly as we had a flight to catch. A booked airport transfer is a fundamental part of the holiday arrangements, and we should have been able to rely on it. The combination of the closed main pool, all-day drilling and construction noise, poor customer support and the failure of our return airport transfer left us extremely frustrated and seriously disappointed. Had we been made aware of the pool closure and construction disruption before travelling, we would have seriously reconsidered whether to go ahead with the holiday. The failure of the return transfer and the poor assistance when we tried to get help made an already disappointing holiday even worse. We therefore believe that the holiday was not provided to the standard advertised and that we deserve substantial compensation for the loss of facilities, disruption, stress and inconvenience we experienced. Please investigate each of these issues fully and provide a satisfactory response, including details of the compensation you are prepared to offer. We would appreciate a response within 14 days. I look forward to your response and hope TUI will take these concerns seriously.

I have shared on my complaint to Tui

The hotel was dated and too many children with nothing to do as the kids club was being renovated. Half way through my holiday it also turned into a building site as they took about 10 pneumatic drills to half of the pool, looking the view to the sea. This was without warning and we could not be transferred to another hotel. However the Germans were. I think this is because we did not have a rep on site. Whilst we were upgraded to adults only, not everyone could use that as they had children. Plus the fact I booked this hotel because of the pools as I love swimming and the adults only area, whilst lovely only had plunge pools and did not open until 10am and was closed on Mondays!

There was significant building work throughout the hotel - no children’s club due to the building work. They were digging up half of the pool. This was not the original hotel we were planning to book however we were advised when booking that there was building working and we spent additional money on on this hotel however we were not pre warned about this building works. My daughter has significant allergies and therefore hotel was not notified about these and therefore the hotel could not cater for this and she had limited food options