We were due to go to this hotel on 5th June 2023. 6 days before we were due to go, we got “THE Email” telling us the hotel was not ready for guests. We were offered another hotel in a different resort, which we didn’t want to go to. The phone calls then started to customer services. Very polite advisors who spoke very good English, unfortunately you couldn’t tell what they were saying because of all the background noise. We ended up cancelling the holiday as there wasn’t any room in any of the hotels in Santo Tomas. We received a full refund which was returned to us really quickly. We spoke to the ladies in our local TUI store who couldn’t really help because we had booked online but they were very supportive and helped us to send a form of complaint which was handled in two days, very impressive! We have learned our lesson and will only book in store in future. If TUI had informed us before it would have saved a lot of heartache and stress.
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