TUI Holiday Store

Once again I find that a person is far better than a company.

Let me explain. When we first booked this holiday the online system tried to charge us more when we got to the payment screen. Thinking this was just what happened, I tried again on a different device and again it was trying to charge us £200 more. Having a TUI store in town i went in and Wendie and her team helped me out and sorted the issue - holiday booked :)

With just under 2 weeks to go o our holiday, we were advised by TUI's famously unhelpful email (there is a change to your booking), which if you ever get this could mean anything from your flight has changed by 5 mins to your hotel has blown up :)

Reviewing the online portal it advised us that our Hotel was undergoing "some small works" and "that this will not effect your holiday".

So straight to the shop again we went and I'm glad of it. Not only were they able to tell us what 'small works' means and show us how much of the facilities were disrupted but explained in details our options.

After speaking to our party (9 of us including young kids), we decided not to stay at our first choice hotel. Now with less than 2 week to go the race was on to find a replacement.

We were offered 4 hotels, but either they didn't meet our needs or were fully booked these quickly became no go's. Wendie and re team called, emailed, begged, stole and borrowed for 4 days straight, always keeping us in the loop.

I'm happy to report that this is now sorted and as long as this hotel doesn't blow up :) we are going on holiday.

Wendie, I'm not sure if you read these, but from all of our party we thank you for you support and assistance in this matter, from it's creation over a year ago to this issue.

People think online is better, cheaper, easier and in some cases it is, but when things go wrong a 'person' is what you need, not a call center handler (no offence to them).

In future I will look online, do my research, get all my ducks in a row and then I'll go to town and book it in store so that I get peace of mind that someone cares about the booking, not just the money!