TUI Reviews 

Excellent service thank you

Very helpful staff with experience of the resort, good advice

Booking process is easy with lots of useful information

Allways a great service wouldnt use anyone else

From start to finish this was a fantastic holiday the staff are so polite and so helpful and always about to help you enjoy your holiday. Great restaurants and bars and the shows were brilliant and so professional it was fantastic and we have booked again for next year xx

Lovely and friendly staff absolute joy
Quick and efficient service

I have travelled with TUI for many years and, in 2026 alone, have spent approximately £16,000 on holidays through the company. Sadly, following both my recent holiday and TUI’s handling of my complaint, I will no longer be booking with them.

We booked the Atlantica Grand Mediterraneo Resort expecting a genuine five-star experience. Having stayed at the Atlantica Imperial Resort in Rhodes last year, which was exceptional, we had every reason to believe this hotel would offer the same standard. It did not. In our opinion, it fell well below what should reasonably be described as a five-star hotel.

The food quality was poor, and the vegetarian options were frankly unacceptable. At breakfast, the vegetarian choices included sweetcorn, breaded onion rings, artichokes and stuffed peppers. This is simply not what you expect from a hotel marketed as five-star.

The resort was overrun with wasps, the entertainment was of an extremely poor standard, our room contained a hairdryer that made an alarming noise and emitted smoke when switched on, and a fishing rod worth approximately £130 was stolen from the pool area while we were swimming. The beach itself had a foul smell, and access was made unnecessarily difficult by an extremely slow lift with limited capacity.

I raised the theft with the TUI representative, who assured me she would investigate and get back to me. She never did.

What has disappointed me even more than the holiday itself is TUI’s response afterwards. During a telephone conversation, the adviser acknowledged the failings I had experienced but explained that because the issues had not been logged through the app or formally recorded by the TUI representative while I was on holiday, TUI would not offer any compensation. This is despite the fact that I did report issues during my stay and was let down by the representative’s failure to follow them up.

Rather than taking responsibility for the poor experience or recognising the loyalty of a long-standing customer, TUI chose to rely on a procedural technicality. Even a modest gesture of goodwill would have demonstrated that customer satisfaction matters. Instead, my complaint was effectively dismissed despite the adviser acknowledging that the holiday fell short of expectations.

For me, the biggest issue is that this hotel continues to be marketed as a five-star property. Based on my experience, it simply is not. TUI has a responsibility to ensure that the holidays it sells accurately reflect the standards advertised, and in this case I do not believe that happened.

I am extremely disappointed with both the holiday and TUI’s customer service. After many years of travelling with TUI and spending a considerable amount of money with the company, I have lost confidence in its commitment to its customers. Regrettably, I will be taking my business elsewhere in future.

Lost our 12 year old son we had to cancel our £0 deposit deposit honeymoon and a multi million pound company could not even waiver the deposit under the circumstances I think its disgusting and will never use or recommend tui again

Everything from viewing to booking is straight forward. Never had a bad holiday in any resort we've stayed in across many Greek Islands.

Very helpful and pleasant experience Thankyou

Amy helped us with our booking from start to finish she explained and ran us through everything she was very easy to talk to and kind. Amy really needs a pay rise for dealing with our group as there was a lot to sort from the holiday to travel assistance. Our holiday is all sorted and we are all very excited. Thank you Amy x

So easy to book and Darcey at Tui Jersey knew exactly what I was looking for . She is going to help us with our excursions too. Great experience .

The tui reps were allways on hand when we needed them.kept us up to date with our flight home.i found it easy to book our holiday online if we did get a problem about downloading our tickets or boarding passes we just went into the tui shop in town they were very helpful

During our stay at Dominican Republic in May 2026 my registered disabled daughter and I met with the TUI rep Ursula, who knew my daughter was disabled, to discuss issues with our accommodation. After my daughter left the meeting early visibly upset, Ursula made discriminatory remarks about my daughter in front of other guests. When we complained to TUI in the UK, they refused to do anything, and told us our only option was to take legal action against Ursula in the Dominican Republic. They refused to even reprimand her or make her take any training, despite Tui having a legal responsibility for their employees.

We were also promised a refund by the hotel because of issues with the accommodation which Tui still hasn't paid to us after after 3 months of waiting.

I have used Tui for a number of years, always a very good service

Very helpfull when i contact them about my luggage allwance thank you.

I’m a seasoned traveller (visited over 16 countries). I’ve booked with TUI many times previously and usually not had issues or only had small issues. However, a week ago I visited Bulgaria. The hotel supposedly came with a rep but I didn’t see her face for the whole of the holiday despite requesting this. Secondly, I don’t eat meat and I told the hotel this in advance and raised it with TUI. Instead I found meat 3 times on my plate because of the hotel inability to speak English, despite this food being prepared for me in the kitchen. When I raised this with the in resort team they asked me to raise it via the after sales team when I was back. I did this, and I’ve just received a phone call saying “I’m sorry this happened but there’s nothing we can do”. What a waste of time. If I’d had a meat allergy, and something had happened, they still wouldn’t have done anything.

The staff are very polite and willing to help with any questions I am have had. Always chat when not answering questions. Brilliant service.

Very easy to book through website.