For our first trip to Mexico I decided to book the hotels through TUI Germany as I assumed it's a reliable and responsive company and I wanted to avoid any hassles with the local hotels. It's been a big mistake!Upon arrival to our Cancun hotel we were informed that TUI has booked a lagoon view room for us instead of sea view. (I specifically selected and paid for sea view and not lagoon view during the booking, and my confirmation also said sea view - but unfortunately only in German language.) I had to pay an extra 290€ for the sea view room on site and the hotel suggested I clarify it with TUI Germany. Communication with TUI in the app has been slow and unhelpful and they didn't manage to solve the issue while we were there. At some point they started explaining that in Latin America the lagoon view is also considered sea view (???...) - this was the kind of unprofessional, shady discussion I wanted to avoid in the first place on my holidays. After trip was finished they simply stopped responding at all. I submitted a complaint over 6 weeks ago and haven't received any kind of response. I never assumed TUI had! such a bad customer service, but I guess I should've read the customer reviews here beforehand...
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