Gästanvändare
26 december 2023
We’ve just returned from what was a pretty shambolic, awful and upsetting, experience with TUI in Lapland. Whilst we were really pleased with the welcome at Gatwick, and the staff at the airport and onboard were wonderful, the issues started as soon as we arrived at the Saaga Hotel. And a saga it was. Room allocation As we arrived, we were allocated a room, allegedly a 10 min walk from the main hotel building. Having been awake since 2am, we were told to drag ourselves, our luggage, our sack of snowsuits, and our 5 year old across the snow, to a block of chalets. Staff pointed in the general vicinity of a a few buildings in the distance. When we figured out the difference between what was on the piece of paper we were given, and the name of the building we were actually due to be in, we got our room - 30 mins later. Upon arrival, we unpacked for a couple of hours and decided to begin our holiday and play in the snow. As we were getting ready to leave, suddenly, our room door opens. We heard some voices outside and quickly realised it was another family coming in - they had been allocated the same room. Luckily, despite being mid getting dressed to go out, we were all decent. The family who were trying to come in were equally as tired and despondent as we were. After numerous phone calls (from our own phones as the rooms didn’t have any despite being 15 mins away from the main hotel), we were told that we had actually been allocated the wrong room and had to move. We’d spent about two hours unpacking and were not too pleased to say the least. The discussions continued and a ‘shift manager’ eventually made her way to the block. Upon arrival, this incredibly rude lady told us we had to move and that was that. We questioned why they just couldn’t give the other family another room. They initially told us the hotel was fully booked, but they then said there were no others in the ‘category’ they had booked for. They were adamant we had to pack our things and move. We weren’t too happy and wanted to see what alternative they could offer. Having spent so much time unpacking, we explained that we didn’t mind them moving us if they were happy to move our things for us to avoid us spending another 2 hours packing and unpacking. When you’re on a three day holiday, this time is important. Whilst we were negotiating the next course of action, three members of the hotel staff barged into the room (two men and one woman) and started remaking the beds, and cleaning the room. This is whilst my five-year-old, my wife, and myself were sat in the room. It was quite intimating, incredibly aggressive and completely inappropriate. As the hotel staff did what they were doing, I walked outside the room to see the ‘shift manager’ talking to the other family. It seems they did have another room after all. We stayed in our room. After we came back from playing in the snow, we tried to get into our room, only to find out we had been lock
Översätt