First time vacationing with TUI - HORRIBLE experience. Complete DISAPPOINTMENT.

05/27/15 returned from Turkey (young couple). We bought tickets through TUI for the first time and VERY regretted that we chose this particular operator. Previously, we rested with other tour operators and there were no problems, but this time only the transfer from the airport to the hotel was without problems.

The tour was booked about a week before departure, confirmation was almost instantaneous. We flew to Turkey, where the TUI operator announces to us that the hotel in which we planned our vacation (AKKA Claros 4 *) is full and we will be settled in another hotel, a higher category (Akka Alinda 5 *). In confirmation of our consent, we were asked to sign a document on resettlement.

We were placed on the bus (no documents, TUI phone numbers, the manager did not provide feedback, explaining this by the fact that we were checking into a hotel that was not provided for by the ticket), while we were being transported, the girl (TUI manager) told a story about Turkey, about the excursions that she offers tour operator and, incidentally, constantly said that she and the driver would be happy if we, the tourists, reward them with money for a good trip. As far as I've seen, no one has done this. We were taken to the hotel, the girl escorted us to the reception, once again reminded us how lucky we were to be accommodated in the Five (apparently counting on a tip) and the bus drove on.

At the reception, a man who did not understand Russian registered our check-in and handed over the keys. The room was good, but corner and very dark.

While we were getting used to our really happy situation (the Akka Alinda hotel is both beautiful and big), we got a call from the client manager of the Akka Alinda hotel and, without explanation, said that tomorrow we would be moved to our original hotel AKKA Claros. The whole day was ruined. We felt like outcasts. It is one thing to immediately check into the hotel that you yourself have chosen, and another thing is to first hear about our colossal luck from the tour operator regarding the best hotel, and then, when there is no one to turn to for help and clarification, be expelled. The next day, we decided to contact the client manager for an explanation of the situation: where the AKKA Claros hotel is located, which room was free (we already knew that this hotel had semi-basement rooms), how to get to the hotel. It turned out that yesterday's Russian-speaking manager was replaced and we again faced a person who understands nothing or negligibly little in Russian

. The girl began to call somewhere. As a result, she did NOT answer our questions at all and only repeated: “You will be fed. Everything is good. You are being escorted."

Having achieved nothing, by the appointed time (12 o'clock in the afternoon) we went to the reception with our things, handed over the keys, hotel cards and began to intensively wait for the resettlement. An hour passed, then the second began, it turned out that they forgot about us ... After 30 minutes, a porter came out, took our suitcases and ran out of the hotel with us. It was only from him that we learned the whole truth: the AKKA Claros hotel was closed and only today (at the beginning of the tourist season) is opening. How TUI confirmed our check-in at this hotel is not clear and why we were not immediately told that the hotel was closed is also not clear. It turns out that we were worried, made unthinkable assumptions and were nervous only because of the concealment of the truth by TUI managers. In general, at 13:30 we were in AKKA Claros (the hotels are located across the road from each other - 8 minutes walk).

Upon entering the hotel, we saw crowds of Turks (girls and men) - employees of this hotel. They sat on the kitchen terrace and had lunch. After completing the check-in paperwork, we were invited to have lunch. The food, most likely, brought from Akka Alinda (because the kitchen did not work) was very scarce, and it was embarrassing to eat when so many people looked at you like a strange animal. The coffee machine didn't work, there was no tea. I must say right away that the hotel was completely unprepared for our arrival. The slides by the pool did not work, we were able to use Wi-Fi only at the end of the third day of our stay in Turkey: in Akka Alinda they did not connect us, and in AKKA Claros the network did not work. The tour, bought by us for 9 days, in the end did not justify its cost, even the basic things (soft drinks, network, etc.) available in any properly functioning hotel were absent.

They didn’t give us specific answers to our questions about the start of work of this or that service, but constantly said in a sad voice: “Well, you understand that the hotel is just opening ...” As if this should have made it easier for us - TUI sold us a ticket for the full price, not part of it.

We were glad that the hassle of moving was over and we began to settle down. On the same second day, we had a meeting with the TUI manager Bakhtiyar at 14:00, respectively, in the lobby of the Akka Alinda hotel, where we were originally settled. Arriving at the indicated time in the hotel lobby, we began to wait: 15, 20, 30, 40 minutes .... When an hour of our waiting passed, we began to ask all the hotel staff if they had seen the TUI manager. Nobody has seen. Then, we saw the same porter (Erdal), who treated us very kindly when moving, and he pointed us to the room where representatives of different operators “live”.

Entering this room and loudly asking if the TUI manager was here, we saw that a man separated from a group of cheerfully chatting young girls and appeared in front of us, thereby confirming that he was the TUI manager - Rafael. He was quick to point out that he knows about our resettlement problem, and he also knows that Bakhtiyar will not come today (his client has a heart attack). Judging by what information Rafael had, he should have known about our hour-long wait for that same Bakhtiyar. Well, he seemed to know, but he didn't care. Without apologizing for our lost time, for our lost money and not received services, for the hassle in the process of resettlement and endless expectations ... .. Rafael immediately turned to the "business" - to his "business" - the sale and advertising of excursions.

At the end of the conversation, he urged us, in case of consent or final refusal of excursions, to call him (he even gave us his number) and send an SMS (lack of Wi-Fi in our hotel and the inability to contact even our relatives, he did not worried). We listened to him, thanked him for the precious time "spent" on us and went to our hotel.

Less than an hour later, he himself called us to the room and clarified about our decision regarding excursions. This is how TUI managers work “well” - they sell services for which they receive good money, and the lack of full-fledged services from tourists who have already paid for their vacation does not interest them.

In general, we saw this Raphael again already in our hotel. Once again, not really counting on success, he asked if we wanted to take an excursion.

Unable to withstand such impudence, I told him that not only did we not want to take excursions, but we also did not wait for the provided package of services from the rest bought from TUI and we will write a review about the PROBLEM HOLIDAY WITH TUI. To which he replied: “When you write a review, indicate that only Rafael was able to resolve all your problems.” Just imagine such audacity!

Further, our vacation passed quietly and calmly in the slowly but surely opening hotel AKKA Claros: WI-FI - on the third day of our vacation; Slides by the pool - on the fifth day of rest (and then, only one of two); Animation (day, on the fifth or sixth).

On the penultimate day, after dinner, when the reception receives faxes from all tour operators about the departure of tourists from the hotel, we did not wait for news from TUI. We were forgotten again. At the reception, as luck would have it, there was a boy who did not speak Russian well. He had to call this ill-fated Rafael, to find out information about us for a long time.

About two hours later, we got a call from the reception and the boy said that everything was fine, gave us a piece of paper in a cage, on which our last names, first names and departure time were written by hand (the fax never came). Dumbfounded by SO DISGUSTING WORK TUI we went to bed.

The next day, an hour and a half before the appointed time (just in case, because we no longer knew what else to expect from TUI), we, already packed, with suitcases, with room keys, were waiting in the arrival hall bus (the appointed time was 10:20). We sat and talked with our new friends…. Time 10:20, then 10:30, 10:40. Nobody is driving. We approach the reception (there is already another hotel employee), we explain that the bus should have been here for a long time. A hotel employee calls somewhere and tells us that the bus is nearby and will arrive soon. It turns out that the TUI bus followed us to Akka Alinda, our failed hotel. And, now, it has been standing there for 25 minutes and waiting for us. Imagine!

When, after 4 minutes, the bus drove up, the girl (TUI manager) told us very angrily that they already wanted to go to the airport AND ACCUSED US THAT WE DID NOT INFORM ABOUT OUR RESETTLEMENT. When we got on the bus, she delicately told all the tourists sitting on it that there was an overlay and the tourists were moved to another hotel, so the bus was delayed ...

Impressions of complete spitting by this TUI. The work is FANTASTIC HORRIBLE. MANAGERS ARE NOT COMPETENT. All our rest, WE WERE SUPPLIED TO OURSELVES. WE DID NOT SEE OR HEARD AN APPOINTMENT, NOR SUPPORT, NOR ADEQUATE WORK OF THE OPERATOR.

DEAR TOURISTS, THINK 100 TIMES BEFORE ORGANIZING A HOLIDAY WITH TUI.

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