TUI - 5* platinum or 2* rubbish?

We've been really shocked lately by the attitude of TUI.  We booked last year to go to a hotel in Cape Verde - the Melia Tortuga Beach Resort and Spa.  According to TUI, this is a "5* Platinum" hotel.  Wow!  That is amazing right? Good price for all inclusive, 2 room apartment and right on the beach.  How could you not be excited by this?

From the TUI website.  Perhaps the logo should be "We're smiling with your money"?
Well, you can be UNTIL you start to read the latest Trip Advisor reviews.  Yes, they are "subjective" as TUI told me when I complained but really, can all those people be wrong?  The hotel has deteriorated significantly since we booked it but TUI are determined to still market it as a 5* hotel, despite the comments of nearly every visitor.  What is going on?

It seems that TUI refuse to accept that a hotel is not up to the standard it should be.  Consequentially, we decided not to waste another penny beyond our deposit on this place and cancelled.  Or course, TUI held on to our £800 as a hotel that has declined so far is no reason to refund passengers is it.  Money-grabbing springs to mind.  

I'm utterly disgusted with TUI.  They need to re-assess this hotel.  I have contacted a number of reviewers before cancelling the holiday. I'm pretty easy going on holiday and fully realise a 5* hotel in Cape Verde is unlikely to be the same as one in Dubai for example. However, I expect a certain level of service and quality of food.  Hearing from these people about luke-warm food (and yes, many were TUI/Thompson visitors!), hardly any glasses/plates/cutlery, etc, etc should ring alarm bells with TUI. But they don't care. Some other mug will buy our place at the hotel and they've made £800 out of us.

I swore before never to use TUI again but it looks like they are taking over almost all package holiday companies now.  My error in giving them the benefit of the doubt for our family summer holiday.  Never again. 

Be interested to hear from other TUI visitors who have experienced an equally sub-standard service from this organisation.


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