Dear TUI Aftercare Team, I am writing to formally escalate my complaint regarding booking reference **********, following TUI Customer Services closing my case and advising me that I now need to take the matter up with the Aftercare Team. I am extremely disappointed that, despite the detailed complaint I have made, the photographic evidence I have provided and the number of issues experienced by my family, TUI Customer Services has concluded that there is no basis for financial compensation. I am therefore asking the Aftercare Team to conduct a full and independent review of the entire holiday and provide a meaningful financial resolution. This is not a complaint about one minor issue. It concerns the cumulative failure of the holiday we booked, the significant disruption before we travelled, the standard of the replacement accommodation, numerous problems throughout our stay and delays to both our outbound and return flights. The original booking and hotel change I believe it is important that TUI understands the significance of what happened before we even travelled. We booked this holiday in May 2025 – approximately 14 months before departure. We deliberately chose and researched the original hotel. We were looking forward to staying there and specifically chose it because of the standard of the accommodation and facilities. We also selected the holiday partly because of the flight times. We were travelling as a large family with six children, including an autistic child, so suitable flight times were particularly important to us. We had researched the holiday carefully and were happy with the arrangements we had booked. However, just over a month before departure, after we had already paid the holiday in full, TUI changed our hotel. This caused a significant amount of stress and inconvenience. After a lengthy process, we eventually agreed to the alternative hotel. At the time, TUI presented the change as though it was helping us by reducing the price. However, this is extremely important: The replacement hotel was only a three-star hotel, whereas we had originally booked and paid for a four-star hotel. Had we wanted to book a three-star hotel in the first place, we could have done so at a considerably lower price. We did not choose to do that. We chose, researched and paid for the original four-star hotel approximately 14 months in advance. The fact that TUI subsequently reduced the price does not compensate for the fact that we did not receive the holiday we originally researched, selected and looked forward to. We accepted the alternative in good faith because we had little practical choice at that stage, but we expected TUI to provide a suitable replacement of an appropriate standard. Unfortunately, the replacement hotel fell considerably below our expectations. Flight disruption The disruption was not limited to the accommodation. Our outbound flight was delayed by more than two hours, despite us having specifically been happy with the original flight times because we were travelling with young children, including our autistic child. Our return flight was then delayed by approximately 2 hours and 15 minutes, again without any meaningful explanation being provided to us. Therefore, the flight arrangements that we had specifically chosen for the needs of our family were also significantly disrupted. The cumulative effect was a holiday that was stressful before departure, stressful getting to the destination and disappointing throughout the stay, followed by further disruption on the journey home. Problems with the replacement hotel Once we arrived, the hotel did not live up to the standard we reasonably expected from the holiday we had booked. The issues included: * Our room smelled strongly of damp and was not maintained to an acceptable standard. * The shower rail fell from the wall onto my fiancée, causing her to fall and hit her chin. She suffered significant bruising, as demonstrated in the photographs provided. * The shower incident was serious enough for TUI to raise a formal safety incident report. * Broken soap dispensers in the room. * We repeatedly had to request towels and toilet roll despite having booked two rooms. * This was particularly stressful while caring for six children, including an autistic child. * The food quality was extremely poor. * We regularly struggled to find a clean table in the restaurant. * There was frequently insufficient cutlery. * Plastic cutlery was being used despite the hotel being marketed as a four-star resort. * Glasses at the bars repeatedly ran out. * On occasions, the glasses provided were broken, which I consider both unacceptable and a potential health and safety issue. * The drinks were of particularly poor quality. * There was very limited choice. * Few bars were open at any one time. * The children’s water park/facilities were unavailable for periods during our stay. * The pool was poorly maintained, including algae and chipped tiles. * There was an unpleasant smell around the hotel. * There were generally poor levels of service from a number of staff members. * We experienced restrictions regarding access to the beach in the evenings and were concerned about the apparent inconsistency in how these restrictions were applied. * There was no entertainment whatsoever on Mondays, during either the day or evening, because the animation team had their day off. Again, these were not one-off inconveniences. They occurred across virtually every aspect of the holiday. Treatment of our family and the cocktail bar One of the issues I raised was the incident involving my 18-year-old stepson and the cocktail bar. I have subsequently been told by hotel management that the bar was intended for guests who had booked through a particular company. I have no issue with a hotel having arrangements with particular booking companies or packages. The problem is how this was communicated to my stepson. He was told that the cocktail bar was “not for English-speaking guests”. If the actual reason was that the facility was restricted to guests who had booked through a particular company, then that should have been explained to him. Telling him it was “not for English-speaking guests” understandably caused concern and made us feel extremely uncomfortable. I spoke with Mr Salah, the Front Office Manager, about this. He agreed to investigate what had happened. I expect TUI to obtain the outcome of that investigation and explain exactly what happened and why that wording was used. There was also a separate incident in the restaurant where we were told that we could not sit at a table we had previously used and were told it was “not for English” guests. These incidents need to be properly addressed rather than simply described as a misunderstanding. Attempting to obtain assistance from TUI I also made repeated attempts to raise our concerns while in resort. I tried to speak to the TUI representative on three occasions. On one occasion, I waited approximately 40 minutes, alongside other guests who were also waiting. Therefore, I do not accept any suggestion that we simply failed to report our concerns or failed to give TUI an opportunity to assist. We were on holiday with six children. We should not have been expected to spend our holiday repeatedly chasing representatives and attempting to manage problems that were fundamentally related to the hotel’s operation. TUI’s responses I have kept all correspondence from TUI and would like the Aftercare Team to consider the responses that have already been provided. TUI initially acknowledged the seriousness of the issues, including the shower rail incident, and asked for photographs. I provided photographic evidence. TUI subsequently suggested that some problems could have been connected to intermittent power outages and water supply disruptions in the region. I specifically questioned how those circumstances could explain the majority of the problems I had reported. The issues concerning damp, cleanliness, broken equipment, the shower rail, food quality, cutlery, broken and unavailable glasses, poor drinks, pool condition, entertainment, staff attitude and the way our family was spoken to cannot simply be attributed to temporary power or water disruption. The hotel also offered a complimentary massage or a late check-out as a gesture of goodwill. The massage was not appropriate for our family circumstances, particularly as we were travelling with an autistic child. The late check-out was even less appropriate as I had already paid for it. It therefore could not reasonably be described as compensation or a goodwill gesture because it was something I had already purchased. TUI acknowledged that these options were not suitable but subsequently stated that it was unable to provide an alternative financial offer. TUI has now closed the case and directed me to the Aftercare Team. TUI’s final position The most recent response from TUI Customer Services stated that: * Some matters were still being investigated. * Other matters were temporary operational decisions. * TUI could not establish a basis for compensation where the hotel’s account differed from ours. * The hotel’s comments regarding housekeeping and towel provision had been taken into consideration. * TUI understood that different groups or booking types could have different facility arrangements. * TUI had passed on our concerns regarding how the cocktail bar restriction was communicated. * TUI was unable to provide an alternative financial offer. I find this position extremely disappointing. If a hotel disputes a guest’s account, that should not automatically mean that TUI is unable to consider compensation. I provided photographic evidence of a number of the problems. Furthermore, many of the issues are not dependent upon proving one specific event. The complaint concerns the overall standard of the holiday and the cumulative loss of enjoyment. The fact that the hotel says towels are changed daily does not mean we did not repeatedly have to ask for towels. The fact that a pool may have been closed for legitimate cleaning does not address the other concerns about the condition and standard of the facilities. And the hotel’s explanation regarding the cocktail bar does not change what was actually said to my stepson. The shower incident I would also like particular attention given to the safety incident involving my fiancée. The shower rail detached from the wall and struck her, causing her to fall and hit her chin. She did not require medical treatment, but the bruising was significant and is clearly visible in the photographs provided to TUI. TUI confirmed that an incident report had been raised. I would like the Aftercare Team to obtain and review that report and provide me with the outcome of the investigation. This is not simply a complaint about the appearance of the room. It is a genuine safety and maintenance concern. What I am asking TUI to do I am asking the Aftercare Team to reconsider the matter based on the holiday as a whole. I am not claiming compensation simply because everything was not perfect. I am asking TUI to recognise that: 1. We booked and researched a four-star hotel approximately 14 months before departure. 2. TUI changed that hotel just over a month before departure after we had paid in full. 3. The replacement was a three-star hotel that we would not have selected had we been booking from the beginning. 4. The change caused significant stress and disruption. 5. The flight times we had deliberately selected for our family were important because of our young children and our autistic child. 6. Our outbound flight was delayed by more than two hours. 7. Our return flight was delayed by approximately 2 hours and 15 minutes without explanation. 8. The replacement hotel suffered from numerous problems across accommodation, cleanliness, maintenance, food, drinks, facilities and service. 9. A shower rail fell and injured my fiancée. 10. We experienced concerns regarding how our family was treated and how restrictions were communicated. 11. We repeatedly attempted to obtain assistance from the TUI representative during the holiday. 12. The proposed hotel gestures were either unsuitable or something I had already paid for. 13. TUI Customer Services has now declined to provide any financial compensation despite the cumulative circumstances. I therefore believe a meaningful financial compensation payment is entirely reasonable. I would ask that the Aftercare Team provide a formal response and a compensation proposal rather than simply reiterating the previous Customer Services decision. If TUI maintains its position that there is no basis for compensation, I would ask you to provide a final written response explaining the specific reasoning and the complaints that TUI accepts and disputes. I will then consider taking the matter through the appropriate alternative dispute resolution/consumer redress process available to me, including any relevant ABTA/ADR process applicable to this booking, and I will consider obtaining further independent advice regarding my rights. I also reserve the right to share an honest and factual account of our experience, including the correspondence and TUI’s response, through appropriate consumer review and social media platforms. This is not intended as a threat; I simply believe that customers should be able to make informed decisions based on genuine experiences. I would much rather resolve this directly with TUI. However, after the original hotel was changed, the significant difference in the replacement accommodation, the disruption to our carefully selected flight arrangements, the problems throughout the holiday, the injury to my fiancée, the issues regarding the treatment of our family, and the lack of meaningful assistance or compensation, I do not consider it reasonable for TUI to simply close the matter with no financial resolution. I look forward to hearing from the Aftercare Team and receiving a substantive response to the complaint in its entirety. Yours sincerely, Adam Simpson Booking Reference: **********

The beds were too hard, wake up in pain every morning.

Very comfortable rooms had everything needed but Aircon was struggling in the heat and only took room down to 27 which made night sleeping difficult. Great kids disco have already given some feedback over kids club which was lacking on this holiday

Fantastic for children plenty to do. The hotel has a fantastic animation team. Room was spacious and cleaned every day although we were leaving tips so unsure if this helped. Food was ok for all inclusive pretty standard on checkout was told there would be breakfast at 6am however only boiled eggs and cereal out. Drinks take your own cup with you a they will fill as there’s are tiny. Not much option only 1 beer and 3 spirits which where disgusting

Absolutely amazing hotel, all staff are so friendly nothing is an issue for them at all. Rooms are spotless, restaurant has plenty of choice for all eaters especially picky ones, bar staff amazing. Photographs are out of this world won't get my daughters picture taken by anyone else The animation team - there are no words to describe how amazing this bunch of talented, beautiful team are, they work nonstop to make you enjoy every single second of your holiday, whether it's taking your children on the waterslides, encouraging you to try the daily activities, getting you up and taking part in water zumba . This team will make you smile from the minute you get up to the minute you go back to bed - nothing is too much trouble for them. In fact I love everything about this hotel I'm going back next year to enjoy it all again.