TUI UK & Ireland Reviews

Dear TUI, I am writing to raise an urgent and serious complaint about the absolutely shocking experience we are having on what was meant to be a peaceful and much-needed holiday for our family. We booked this trip to get away and support each other during an extremely emotional time. My sister recently lost her partner, and this week marks the anniversary of his death. On top of that, our mum is currently at home undergoing cancer treatment, and we’ve all been under enormous emotional strain supporting her. This holiday was meant to give us a moment to rest and recover – instead, it has turned into a nightmare. When we arrived, we were told to board a coach – our names were on the list, confirmed by the driver. We then sat on that coach for over an hour before a rep finally realised it was the wrong coach. Apparently, the coach number had changed – but no one informed us. We were then packed into another coach with only two available seats, meaning my four-year-old niece had to sit on her mum’s lap for the entire journey. That is completely unsafe and unacceptable. We raised this straight away. A rep initially said she would try to move us to another hotel, but then the issue was passed on to the booking team. We were told that several hotels were full, and even after we provided four more suggestions, we were told none were available. Eventually, we were offered one room at another hotel – but only if we paid over £1,000 to move. This is a disgusting attempt to make money out of a desperate situation. After everything we’ve already been through, we are being expected to pay even more just to be somewhere clean and safe? Outrageous. Meanwhile, the hotel we’re stuck in is filthy, noisy, and totally unfit for purpose: •   The room is dirty and severely run-down •   There is shouting, door-banging and drug use all night long •   The smell of drugs is constant •   The food is inedible •   My four-year-old niece is not sleeping because of the chaos and is now crying all day from exhaustion This was supposed to be a family break to help us cope with grief, trauma, and the stress of caring for a loved one with cancer. Instead, it’s affecting all of our mental health and pushing us further into distress. We have spent a lot of money with TUI – money we really couldn’t afford to waste – and we have been loyal customers for years. We have never complained before, but this is beyond unacceptable. Unless we are moved immediately to a proper, clean, and family-safe hotel at no extra cost, I am demanding a full refund and will be taking this as far as necessary – publicly, legally, and through every complaint route available. TUI needs to take responsibility for this disgraceful situation. Jo

Weeks before travelling with TUI to Louis Ledra Beach, I raised a well-documented issue: guests consistently struggle to access sun loungers due to early reservation habits. I didn’t ask for special treatment—I offered a simple, practical solution for my booking: could the hotel allocate loungers to my family in advance to prevent known disruption? TUI’s response was procedural at best, dismissive at worst. There was no engagement with the substance of the concern—just standard replies and a refusal to explore a workable solution. Other hotels routinely allocate loungers for guests to improve satisfaction. This isn’t an unusual ask. It’s a forward-thinking service model that works. I fully accept TUI’s right to follow their policies. But I equally stand by mine—to share fact-based feedback on how customer concerns are handled. Because unless issues like this are raised, improvement doesn’t happen. And unless it’s addressed seriously, future guests face the same frustration. I hope this helps others make an informed decision when booking with TUI or choosing Louis Ledra Beach.