Tuiholidays 

We’ve been on 3 Marella cruises now, and not been disappointed at all.
Staff go above and beyond to make your stay easy, fun and comfortable. Nothing is too much.
Food is amazing, rooms are spotless and you wouldn’t meet nicer staff anywhere.

A 7 day self-catering holiday in gran canaria at Porlamar apartments, was booked, Facilities not acceptable for to be able to make meals, mould and microwave. One socket the which was to do coffee machine, toaster microwave and or kettle one item at a time. No bedroom door, a curtain for a bedroom door. The safe you had to get on your hands and knees on the floor and stretch to the back of the built-in wardrobe to access a safe which was impossible, unless you were extremely fit and flexible. However, tui have been made aware of all my issues concerning the holiday. Spent a lot more money than expected as could only eat out and the shower wasn't acceptable. It took half an hour to have a show because it was so slow. Just slow trickling water and which after a very few minutes went cold. Yes, so tui are people who sell holidays that are not what they say they are so you could say that Tui. are scammers. I am however looking into legal action for this because,looking at the reviews they seem to get away with it and it is not acceptable, they offered me and my friend £150, between us for, selling us a very disappointing get away, don't know what to call it, because it certainly wasn't a holiday. Please be very careful TUI have no interest once they have your money. BEWARE!!!!

I visited the store to book a holiday I had carefully selected after hours of research. Despite knowing exactly what I wanted, we were left waiting for over an hour before being seen. Once attended to, I clearly explained my chosen holiday to the agent. However, the booking process took over an hour due to repeated technical issues.

The TUI package holiday was booked with Ryanair flights, and the agent instructed us to log into the Ryanair app to book seats and luggage, which we did as advised. This cost us £281.96.

Weeks later, I received a call from TUI informing me that the hotel I had booked was undergoing building works around the pool and rooms. I was offered “like-for-like” alternatives, which I agreed to review. However, when the options were provided they were not equivalent — one was an adults-only hotel (despite a nine-year-old being on our booking) which is not acceptable and others were half-board with extra charges to make it all
Inclusive or unsuitable in other ways.

I contacted the manager at the store, who was dismissive and confirmed that only alternatives could be offered, not like-for-like replacements as I was previously promised. I explained that the building works would be highly distressing for my autistic child, and we had specifically booked a relaxing environment. The Manager stated that I should either still go to the one with building works, accept one of the unsuitable alternatives, choose a different holiday and pay the difference, or cancel the holiday entirely.

I opted to cancel the holiday due to the poor service and lack of suitable options. However, I was then informed that while the flight and hotel would be refunded, the almost £300 paid for Ryanair seats and luggage would not be reimbursed. This is despite the fact that TUI instructed us to make these arrangements as part of the TUI package but through the Ryanair app.

The manager advised me to contact Ryanair directly. I did so, and Ryanair confirmed that the responsibility for compensating the disruption caused by the building works — and the resulting cancellation — lies with TUI. They will not be issuing a refund.

I relayed this to the manager, who stated she refused to refund the amount. I was told to submit a formal complaint to pursue the matter further.

I am extremely disappointed by the way I have been treated. We trusted your TUI when booking in-store and followed every instruction given. Now, due to circumstances beyond our control and poor communication from TUI, we are facing a financial loss of nearly £300 and no one wants to help.

Terrible customer service, no regard for health and safety in their chosen hotels. Will never travel with Tui again.

TUI were great. Amazing staff and brilliant app. Great company

rices more expensive than other…
Prices more expensive than other holiday companies. I booked last night and even though I had an nhs £100 discount, I found out that other holiday companies were cheaper… plus my Tui holiday is on an easyJet flight!!
Tui will not cancel my holiday or refund me, even though I booked last night!
They said, their prices are competitive but are not at all, even with my so called nhs discount, other sites with no discount still cheaper!! Plus free luggage on one of the sites
Beware look around as Tui discounts are not discounted

“Extremely disappointed with TUI. I booked a TUI Blue holiday for £3,200 believing it was a 4-star hotel, as advertised on their site and confirmed by a branch advisor. I’ve since discovered the hotel is officially rated only 2-star, something hidden in the small print. Even worse, the same hotel is shown on First Choice (a TUI brand) as a 2-star at a much lower price! TUI refuses to fix their misleading advertising or allow me to amend without huge penalties. This is unacceptable and I will be escalating to ABTA and Trading Standards. Be very careful when booking with TUI – what you see is NOT what you get!”

Please avoid Tui platinum hotels! Ive logged a complaint and been offered £100 from a £2500 holiday for our anniversary ruined by, Abysmal food, no air con, ants in tbe room. Room not cleaned. Both fell ill whilst only eating at the hotel. Room looked like a 1 star blackpool hotel inside. Paid extra for a superior room too. Yet to be explained on how this hotel is a platinum then a superior room on top. Tuis directors office is useless too.

All images and details are on my X account and also my telegram page for travelling ironically! Shame on tui. Then again, What do you expect from a company who's only interested in profits!

Complaint ref 21120071

Don't bother they dont care

We travelled to sunrise garden beach resort after booking with TUI in April 2025. This was the first time taking my parents to Egypt. The holiday started well. First impression of the hotel were good, family room was spacious and we had a pleasant first few days.
Unfortunately issues started on day 4 when my mother got food poisoning. Then I got the same, my father was also then affected.
So most of our party were left bedridden for a day and feeling unwell for a few days following so unable to continue to enjoy the holiday.
My 5 year old son also spent the plane journey home vomiting.
There was clearly a hotel wide issue as we could regularly hear other guests vomiting in the accommodation block. We also witnessed a fellow guest vomit in the Spanish restaurant at the table. The clean up of this was woefully inadequate with no obvious disinfectants used and no cleaning or replacement of the open top salt and pepper shakers- which had been vomited over. We then saw the table reused for another family within a few short minutes.
Hotel staff were dismissive when I raised concerns. A manager suggested we could have been unwell due to the weather…. I felt belittled and insulted.
The hotel staff were clearly trying to hide the issue of the large outbreak of D&V rather than making active efforts to prevent spread.
We raised a complaint with TUI on return to the UK and we were again dismissed as TUI’s legal team claimed there was “no evidence” of the hotel causing our illness (despite us not leaving the hotel).
So we were disappointed with the holiday and very unimpressed overall with the cleaning standards as well as TUI’s handling of the issue and we will not use TUI again.

Poor customer service will book elsewhere for future holidays,

Paid for extra leg room on a recent flight when booking a holiday for myself and my partner and son were going to be seated anywhere allocated. On the return flight I updated my partner and son to sit next to me seats 17d e and f. When downloading the boarding passes the seats were row 20. I called up was assured they were row 17 and this was just a system and not to worry, the 2nd issue arrived when checking the bags in at palma airport. We was told we had not paid for baggage which we had done and we were left waiting around 20minutes while this was looked into even though I showed the booking with 25kg bags both ways. Then we come to getting on the plane and row 17 all taken up. What can I do the boarding passes say row 20 so had to go with poor leg room for a 6”6 guy.

The final straw for me with TUI is when booking my next holiday (the holiday itself was enjoyable) a discount code of £100 was emailed to be added to my next holiday. They emailed this 3 days after booking it called them up they could not apply the discount. Customer service seem to like to tell you what you want to hear in order to get you off the phone.

I recently returned from an amazing holiday arranged by Erin at the Hayes Lombardy TUI shop. Her attention to detail and proactive approach were exceptional. Typically, when making a request, I often feel unheard, but Erin exceeded my expectations by securing a quiet room and noting that it was our wedding anniversary. She even called a week before our trip to confirm our request for a peaceful location away from the hustle and bustle. Both RUI and TUI delivered on their promises, making our holiday truly fantastic! Although we have visited this destination before, this trip was particularly special. From now on, I will always reach out to Erin to book my holidays; she is truly a gem.

Just returned from a week at Poseiden Beach Hotel Zante. Very nice hotel. No complaints. Staff were lovely and helpful. The staff at Tui were exceptional from first arrival at the airport,on the plane and at the resort. I have to say I was impressed even the pilot was chatty and crew were respectful and friendly.. thankyou

Booked 2 holidays through Peta at TUI Hartlepool. Peta listened to everything I was looking for and booked me the holidays I wanted with the added extras. Peta could not be more helpful.

booked holiday to bulgaria with good flight times only for tui to say the flight is no longer available and moved us to another airport with terrible flight times.advised that we would be offered similar holiday .still waiting to be offered that.been flying with tui for over 20 years now and would have thought better from tui.obviously not.be warned they take your money and let you down it has happened more than once.my advice dont book tui or pay the consequences!!sent three complaints and as cilla used to say surprise surprise,yes you guessed it no replies

My wife and I spent 2 weeks in Boa Vista Cape Verde at the Karamboa Hotel.

The hotel itself was really nice as was the reception staff, entertainment staff, kitchen and cleaning staff.

Nothing was too much trouble, however on arrival we were asked to pay a tourist tax of 25 euros each, which we didn't expect and albeit there were signs requesting patrons not to smoke cigarettes or use tapes inside the hotel, this policy was never enforced. I wrote to TUI highlighting these issues, and was offered £100 off my next TUI holiday by March 2025.

Not once did TUI they address my concerns, which I thought was disgusting really!

To me and my wife it really is, Big Company dismissing the little people, without taking any ownership, time or responsibility to explain why my concerns were not addressed.

As pensioners we will definitely never use TUI again, because of their take their money and run attitude.

I have written to them on 3 occasions, but they have only responded with the next holiday offer.

We recently returned from a 4 week holiday in Thailand booked through Tui in Lord Street, Liverpool. We had a most amazing holiday - from the three hotels we stayed at, all wonderful although the last one the Sala Phuket was our favourite. Private transfers from hotel to hotel was 100% - clean,air conditioned, on time and very safe careful drivers. With special thanks to Megan and Alex at Tui Liverpoo who arranged everything

Jo in Watford helped me book seats on plane very patient and helped me through the process, friendly & helpful made me feel relaxed and not rushed.

i have a disability which is not visible to people. would recommend Watford Tui if you have any future holidays coming up.

Never been on a cruise before
So went in to TUI.st austell.
Spoke to a lady her name was Kate.
She went through everything.
Her experience was second to none.
We booked a 14 night cruise.
Everything was explained to us in detail. What a lovely lady.
5 Star service.
Thanks you. Paul/Chris Rogers.

Jody from Bilston Road TUI was the travel agent who thoroughly and professionally navigated all systems to try to find me an appropriate holiday as a single traveller. Her patience, commitment and knowledge are outstanding qualities. She has excellent customer service skills and never made me feel like I was a nuisance. I want to express my sincere thanks to Jody and will definitely be booking my next cruise with her.