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dave's complaint against Tui

dave sherratt


inferior hotel to one booked/ desection from pre- booked seats

Complaint against Tui

We booked secrets in Puerta Vallarta in Jan2015 after a 12hr flight we got a private transfer so we got to Secrets in the daylight to look around. Upon arrival we were told we were not in Secrets the adults only hotel we had booked but in the cheaper Now Amber family hotel. We spent 2hrs arguing but were given hobsons choice. We spent the entire holiday in Now Amber with numerous problems and were offered £40 each a free trip and a massage. My wife was asked to sign something on a tablet she told the rep she did not have her glasses to read before she signed was told not a problem just so we know you are taking them. The best part was we could not take the massage because the entrance to the spa was in Secrets and we were not allowed in there because it was being used for an American convention. After returning home we tried complaining to the directors suite? at Thomsons but got short shrift as my wife had evidently signed a waiver! We along with 4 friends booked to go to Jamaica in Jan2016 (2 men are going to be 60).On the day allotted we tried to book our seats as we had upgraded unable to do so because of website problems. it took the lady at the travel agents 3 and a half days to get us seats together. when we tried to book in online we found no seats allocated and after spending all day on the phone we found that we had been deselected and now have one seat at the front of the cabin and one at the back. no one has been able to give us an answer- more shoddy customer service from Thomsons

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