TUI Danmark Reviews 

Your TUI Hotel - Globales Tamaimo Tropical in Puerto de Santiago, Tenerife

Missing function of aircon.
We have paid for a room with aircon, a campain room from TUI.
When we arrived we soon got the room, but when we arrived at the room at the 5 floor, we soon found out that all aircons didnt work, but no direct info in the information, before entering the room.
We then ask the woman in the information about this aircon and she said i will be fixed the day after, but we soon realised that other guests had experienced the same history as us and their aircons have also not been working, for the hole holiday.

Drain hose stinks
There were also claims from other customers about the drain hose under the sink in the bath room, we also had a stinking flexible hose under our sink, it stank like sulfur, this flexible hose is very thin and the smell goes directly through it, ohh my God.

Totally overbooked Hotel.
This hotel couldent do anything about these aircons, they were not able to give us a room with aircon as we have paid for, also not an upgrade, cause the hotel is totally overbooked.
What a shame.

No compensation
No compensation was received, and no information was provided by the hotel management during the stay.

The food were actually good and the intertainment guys also.

BR.
A disappointed customer

Excellent Experience with TUI – Highly Recommended! ⭐⭐⭐⭐⭐

I had a fantastic experience with TUI! Everything was well-organized, and the whole process was smooth and stress-free. The service was good, and the staff were friendly, helpful, and professional.

TUI made the entire holiday experience easy and enjoyable. I really appreciated the great customer service and attention to detail.

I would definitely recommend TUI to anyone looking for a wonderful holiday experience. I will happily book with them again in the future!

We had a holiday booked with TUI during the airport chaos in September due to the problems with air traffic control. Despite arriving in plenty of time, because of the slow checking in (20 minutes) by 3 ladies in front of us we missed the check-in by 2 minutes and were told we would need to rebook a flight for the following day. At 6:02am we were told to return at 8:30am to rebook and had to hang around without any available seating. We arrived back at 8:15am and at 8:45 am there was still no one to sell us our new very expensive tickets. We went home and I attempted to call TUI to let them know that we were on a different flight and needed a coach transfer from the airport. I held on for 1 hour and 5 minutes before anyone answered the phone and they assured me we would have ground transportation. The following day our flight was one of the only flights that wasn't cancelled or delayed We left Gatwick at 3:30pm and should have arrived at Enfidha airport, Tunisia at 6:30pm. Instead, due to a thunderstorm, the worse the pilot said he had ever experienced and after 4 attempted landings we landed in Malta. We finally reached Enfidha at 11:30pm. After the terrifying and long journey, you can imagine all we wanted was to get to our hotel. We went to the TUI desk only to be told they had no knowledge of our pickup. The thoroughly rude and unpleasant TUI rep finally said 'I will do you a huge favour and you can go on one of our coaches free of charge'. I complained to TUI when I got home who agreed it was a very bad experience but they refuse any compensation and keep saying no problem which just makes you even more irritated. I have found TUI to be great at the time of booking but any after service is deplorable

Whenever we find a nice hotel it seems Tui seem to wreck it by bringing in an animation team and blasting music at a ridiculous volume. We always holiday outside school holiday periods but Tui think that old age pensioners love to listen to wrap music and exercise in the pool. And even when the pool is empty the team persist in doing their appointed task. Annoying the life out of people who come on holiday to relax. Please stop it!

We went on a Daube river cruise with Tui, terrible experience. The toilets in common areas not working the smell was dreadful, intermittent air con!
But the worst part was not actually doing much sailing on the river. The week we went the river levels were ok it was just Budapest we couldn’t get to. But the boat grounded on the second evening at around 11pm and that is when our troubles started. The boat lost power and we travelled at a snails pace to Durnstein and Linz meaning we could not do the excursion at Durnstein and arriving late in Linz. The last time we moved on the boat was backwards from Linz to a shop yard where maintenance crews came on board! We were then told for our own security and safety we could nolonger travel on the boat and were bussed to Vienna to stay overnight in the cheapest of hotels and we had to pay for our own food and drinks! We never saw Vienna or Budapest the two places we wanted to see! Tui were dreadful! Blaming low water it was not low when we travelled! The boat was not fit for purpose and as for the captain well I can’t say here what I really think!
I would like to respond to Lucy the AI we have had plenty of contact with your teams to no satisfactory conclusion and I know nearly every passenger on board has also had contact with Tui and had no satisfactory outcome! Once again at the time we travelled the river levels past Budapest were ok the water was held by all the locks! All the other boats were going past us at speed! So Lucy stop blaming river levels on the problems we had!

Completely Let Down and Disgusted by TUI’s Customer Service.

After spending multiple thousands of pounds on a holiday to Greece with TUI, I am absolutely appalled by the way our complaint has been handled.

We experienced a significant issue with our room at the resort, an issue that was never properly rectified during our holiday, despite this being our third visit to the hotel complex.

When you spend this amount of money on a holiday, you have every right to expect that problems will be taken seriously and dealt with promptly. Instead, we were left feeling ignored and completely let down.
What has made the situation even worse is TUI’s response since returning home.

After raising a genuine complaint about a holiday costing thousands of pounds, the level of customer service has been poor to virtually non-existent. The eventual response amounted to a simple telephone apology and an offer of a £50 TUI gift voucher.
Frankly, I found the £50 voucher insulting, an absolute joke.

After spending thousands with TUI, experiencing a problem that was never resolved at the resort, and then having to pursue the matter afterwards, offering £50 to spend back with the very company I am complaining about demonstrates just how little value TUI appears to place on customer satisfaction. To add insult to injury Tui have now completely ignored me.

This was never simply about trying to obtain compensation. It was about expecting a major holiday company to take responsibility when something goes wrong, acknowledge the disappointment caused and make a genuine effort to put things right.

Instead, I have been left with the impression that once TUI has received their money, getting meaningful customer service when there is a problem is another matter entirely.
Completely let down, deeply disappointed and frankly disgusted by both the handling of this complaint and the apparent lack of competence shown in trying to resolve it.

A £50 voucher and a telephone apology do not come remotely close to addressing what happened.
After this experience, my confidence in TUI has been seriously damaged. For a company of TUI’s size and reputation, I expected considerably better.
TUI, you haven't just mishandled a complaint you've lost a very good customer.
Not that your care.

Jonathan Tye

I am extremely disappointed with both my holiday experience and the way TUI handled my subsequent complaint.

During our stay, I found cockroaches in the accommodation. I reported the issue directly to the hotel and was told that the room would be fumigated. I also provided photographic evidence of the cockroaches and the Raid that was used/provided in response to the problem. Despite reporting the issue, I was left very unhappy with the way it was dealt with.

What made the situation even more frustrating was trying to report the issue through the TUI app. I experienced difficulties with the reporting function, which made it difficult to properly document the problem at the time.

When I later raised my complaint with TUI, I was extremely disappointed to see that my complaint had initially been referred to as being about mosquitoes rather than cockroaches. TUI subsequently acknowledged that this was an administrative error and apologised, but it seriously affected my confidence that my complaint had actually been properly reviewed.

I also found the response to my complaint very disappointing. TUI stated that they could not establish what discussions took place with the hotel or what action was offered because they were not able to independently verify the conversation. However, I had reported the issue at the time and provided photographic evidence. I do not understand how a customer is expected to independently prove every conversation they have with hotel staff while dealing with a problem during their holiday.

There was also a separate incident involving my mother being served a raw burger, for which a £50 goodwill payment was offered by the resort representative. I want to make this clear because TUI's latest response refers to the £50 payment in the context of my overall complaint. The £50 was offered specifically because of the raw burger incident; it was not compensation for the cockroach issue.

After providing evidence and explaining the circumstances again, TUI has maintained that no additional compensation will be offered.

I am particularly disappointed because I did not expect perfection from the holiday, but I did expect genuine concern and appropriate action when serious issues were reported. Instead, I feel that I have had to repeatedly explain what happened and correct inaccuracies in the handling of my complaint.

Based on my experience, I would not recommend TUI and would strongly encourage anyone considering booking with them to carefully consider how complaints and problems are handled when things go wrong.

This review reflects my personal experience and the response I received from TUI after raising these concerns.

So we have been waiting at Palma airport waiting for a transfer 14 our hotel is 10 minutes away, we have been waiting for 40 minutes plus with another couple, apparently we now have to wait for another couple on a Manchester flight it’s a ridiculous situation as we could have been there and back twice and yet here we are…. Waiting, terrible service.

Yeah yeah yeah read the reply and make your own mind up!!

So I wrote a review with ineptitude in the title and the reply I got from them proves my point.
Basically it’s pass the parcel to another team because no one wants to actually help me.
I was asked to reply to the latest email I got from their After Travel Team which is impossible because I’ve never had an email from them!!
It’s got so frustrating I’ve complained to ABTA.
Watch this space

We had such a great experience at TUI Festival Park when booking our holiday to Morocco!

A special mention has to go to Ebony, who was absolutely fantastic from start to finish. She was so thorough in looking through all the different options for us and genuinely seemed as excited about our holiday as we were! She took the time to understand what we were looking for, answered all our questions and made sure we had considered all the options before making our decision.

It honestly felt like Ebony was going on the holiday herself — she was that enthusiastic and invested in helping us find the right trip!

Her knowledge, patience and genuine excitement made the whole booking experience so enjoyable and stress-free. We left feeling really happy with our choice and can't wait for our Morocco holiday.

Thank you so much, Ebony, for going above and beyond. You’re a credit to TUI!

So Tui
You have responded to my complaint and you have said to contact you
yet you leave no contact details I’m so disappointed in the way you deal with customers once you have taken there money
30 years we have been loyal customers and the first time I have ever complained
your standards have dropped well below any of your competitors

TUI are only interested in taking your money.
We booked an alleged "luxury cruise" only to be faced with a reality of crammed, Butlins style experience. Nothing matched the description. All marketing lies.
£3000 wasted and Tuis attitude was ",oh well, better luck next time "
I'm not the first to receive this response.
If only TUI had the intelligence to see that repeatedly ripping customers off does not bode well for their future revenue.
UPDATE 16 Sept 2026:TUI’s public reply here asking for my details to "look into concerns" is just a standard corporate delaying tactic to look good to the public.Their After Travel team has already emailed me about this case, and they didn't even bother to read my complaint properly. The agent (Fares) sent me a generic template response referencing my "upcoming" cruise. I have ALREADY taken this cruise, and it was ruined.This proves TUI isn't even reading the customer files or complaints before brushing people off. I have spent £3,000 on a ruined holiday and will not accept an automated public reply or a careless, copy-pasted email. I expect a senior manager who actually opens and reads customer files to contact me with a real financial resolution.

Easy booking process, delivered every aspect of our holiday as expected with a smile, competitive price too, always includes baggage and transfers, lovely hotels, just a pleasure to deal with. Despite airport crisis this week got us home safely from rhodes with minimal delay and we even had some other passengers on our flight who had joined us to get home to a different airport. Hostess and pilot all lovely. Thank you

Terrible Experience – Would Never Return

Our holiday to Morocco, especially Marrakesh, was a complete disaster from start to finish. We found some of the TUI reps extremely unhelpful and felt that their treatment of us was racist and unfair.

During an excursion, my son’s cap was stolen, and when we tried to get help, the people we dealt with were rude, horrible and completely unhelpful.

Overall, we felt very unwelcome and disappointed throughout the trip. It has completely put us off visiting Morocco ever again. I would not recommend Marrakesh based on our experience.👎🏻👎🏻

Asked for a bottle of champagne, no only from the cart when it come round was the reply. The journey 11 hrs came round twice thankfully booked two on the app. Going this yr now you have to pay for all alcoholic drinks , il buy 10 when they come round. What I’m getting at is the attitude shameful.

Not happy with resolution after a poor experience.
Flight was due to depart at 7am. Night before, received an email to say the flight is delayed until 11am. No issue, these things happen. Got to the airport, kept receiving texts saying 'update soon.' Finally, after a lot of anxious waiting, flight was cancelled until the following morning at 7am, 24 hour later. Went to the Hilton, food inedible, and our room was double booked and a family walked in on me unchanging.

Started to relax, accepted what had happened. Then receive a text saying our 7am flight had been delayed again. Went to TUI desk, was greeted by a girl on her phone watching TikTok. Asked if she could find out why the second delay, her response was 'you do realise you're not the only person who's been delayed yeah?'. Asked to speak to someone else. Other person came and said 'I don't actually work for TUI. go speak to a manager.' We asked where can we find one? First girl said 'They've all gone home.' We found someone else from TUI who said 'I don't know why she said that, there's a room of managers in the other terminal.'

Went to the other terminal to be told the reason why we were delayed is because TUI couldn't find us a plane. How can a multi million pound airline not have a plane? Myself and around 20 others were insisting we are put on the 7am flight, and the 7am flight customers are delayed untill 11. Manager admitted TUI would have to pay them compensation. So TUI is happy for us to suffer and have a 28 hour delay.

When we got to The TUI Blue Caravel, it was not 5*. Hornets nest outside our balcony, lift that creaked and didn't feel safe at all, food offering was limited, loads and loads of meat but nothing for a pescatarian.

We got engaged on the Wednesday. My fiance asked reception can he do anything special for me. He was told no.

That evening, after eating some prawns and other fish as it was their seafood night (the only night where the fish offering was suffice) I was violently ill all through the night. My fiance went to the front desk to report it and make sure it was noted so I could complain. They didn't advise him of anything, just said they will make a note of it. He went to a pharmacy and got me some nasal spray called villigo and some gelatine tablets.

I spent 80% of the day in my room trying to sleep. In the evening I had 2 slices of grapefruit as my stomach couldn't tolerate anything else.

Last night of our holiday, went to the al a carte. There was a couple opposite us who got engaged and the staff brought over a huge bouquet of roses. This upset me as my fiancé asked if there was anything he could do and was told no. This made me feel really inferior.

When we got home, I accepted the refund for flights. I did email TUI to check if I accept the money, can I still claim for loss of enjoyment but they didn't respond very quickly and we were needing the money. £700 is the minimum for a 4 hour delay. If we were delayed for just the 4 hours, that's what we would recieve. We were delayed for 28! Why is this not being considered at all?

Raised the other issues with TUI, giving them the opportunity to put things right. I am a very reasonable customer who worked in service and complaints for 12 years. I have had 3 holidays from TUI and would have booked Stella Island for 2 weeks for our honeymoon (£10K holiday) but I've been told nothing can be done to try and change my perception.

Complaint handler suggested my food poisoning was 'tummy troubles' from 'eating a different diet.' I found that to be offensive. I did not have 'tummy troubles.' I had food poisoning from a dodgy prawn and spent nearly a whole day of my holiday in bed. The TUI staff who we reported this to should have advised us to get a diagnosis as well as documenting this as I have since found out they failed to do so.

Complaint handler didn't offer me anything as a measure of good will. Like I mentioned, I am reasonable, if I felt like my complaint was genuinely considered, I would remain a customer.

I am escalating it further with the ADR unless TUI come back to me with a reasonable offer. I just want to be treated fairly. This holiday was so important with our engagement and unfortuntley there is this negative tint hindering our most happy memories.

From arriving at the airport, to a massively miss-sold hotel, and returning to deal with TUI “customer service” has been nothing short of a nightmare.

As someone else has stated it’s a shame zero stars isn’t available as that is exactly what they deserve.
It has been implied that I am making up things I have evidence of, I have been told images could not be accepted because I could have altered them, I have been told no maintenance reports or issues were raised in resort, which they were, I have now been told that the maintenance reports have been received and issues were resolved which is untrue, I was told I could send images of the things I reported, then told they weren’t all received and now magically they seem to have appeared.
I asked for the maintenance reports to be read to me and the advisor couldn’t, due to the fact he had made it up and hadn’t actually seen them!!

The fact that the children’s equipment in the resort is extremely unsafe and many other issues I reported with the resort seem to be getting glossed over.

No one from TUI cares. The customer service I have experienced has been nothing short of shocking, from implying I am a liar to being told absolutely lies it has been a joke!
I will never book a holiday with TUI again.

I am to travel in 16 weeks time and booked on the 28th May to hp to Jamaica on Christmas Day after going through a mental breakdown, My Husband recovering from prosatate cancer, a cardic arrest and 2 collapsed lungs and supporting my daughter from trying to commit suicide so yes this holiday was so needed!!

Aa my life goes paid £580 deposit and this week we have been informed my husbands mother has pancreatic cancer to far gone no treatment and not long. The palliative care nurses are now involved to help with her and its very distressing to be seeing this.

We would like to spend the last christmas with my husbands Mum and Tui are so mean and unkind will not give us back our deposit!

This company has no heart shows no compassion so be careful when booking with this company!

Customer service team tried but the department who has the final say will not budge so hope life Never gives them a rough time!

Even sent 2 emails to the CEO and has not even had the decency to acknowledge my email so that alone speaks for itself!!

🚢 My Recent Holiday Experience on TUI Isla 🤮
We left the TUI Isla on Monday, and it was without a doubt the single most disgraceful, pathetic excuse for a holiday I have ever experienced. 🤬 TUI knew full well about the severe low water levels long before we stepped foot on that boat, yet they shamelessly fed us a systematic string of blatant lies over the phone. 📞💥 They lied about sailing through the Iron Gates, they lied about the ship being in Vennia, and they lied when they promised every technical issue had been resolved. 🚫 Every single promise was a total deception. ❌
The actual conditions on board were beyond appalling. 🤢 The atrium stank like an open sewer, the bar area was a soaked hazard with waterlogged carpets 🌊🛋️, and the AC was completely useless—struggling like an asthmatic cow 🐮💨 while blowing dead, stifling air. Rather than fixing the problem, management crammed massive industrial fans into public areas, doing nothing more than blasting heat, humidity, and foul smells directly into our faces. 🌬️🔥
The moment we arrived, the nightmare started: 🚌 we were immediately dumped onto a miserable two-hour bus haul to Melk, where we were left trapped and stationary for three whole days. ⚓ We were forced to keep our cabin curtains clamped shut the entire time 🖼️❌ because we were jammed nose-to-nose against the Maya, obliterating the scenic views we spent our hard-earned money to see. 💸 There was no real river cruising. Instead, we were treated like livestock—herded on and off buses for every single trip, while the actual vessel barely moved. 🦺 Over the entire week, we got maybe 12 miserable hours of actual sailing, almost all of it buried in the dead of night. 🌙 This wasn't a luxury river cruise; it was an exhausting, overpriced bus tour attached to a broken, foul-smelling floating hotel. 🏨💔
The absolute only people deserving of respect are the hardworking onboard crew. 👏⭐ They worked themselves to the bone trying to keep 55 furious passengers sane while taking the heat for corporate's catastrophic failure.
I have traveled with TUI River Cruises in the past and thoroughly enjoyed it, but this trip exposed an intolerable level of deceit and total contempt for paying customers. ⚠️ TUI cannot control the water levels, but they are 100% responsible for lying to our faces just to secure our money. 🚨 If you have a booking coming up, cancel it immediately. 🛑 The water levels are not getting better, and unless you enjoy getting scammed into paying top dollar for endless bus rides, zero scenery, and a filthy, malfunctioning boat, get your money back while you still can. 💸🏃‍♂️

I booked a hotel room advertised as sea view with balcony. Photo on the website showed a lovely blue sea view from balcony.
What I was allocated by the hotel was a ground floor far wing room with garden view. Complete miss sell.

I complained to TUI but they did literally nothing to compensate.
Horrible company.