John

Hi John,

Thank you for taking the time to leave us a review. We're sorry to hear that you were disappointed that we were unable to offer the upgrade you requested.

We understand that changes relating to a booked holiday can be frustrating, which is why we contacted affected customers as soon as we were made aware of the building works and provided the option to amend their booking if they preferred. We appreciate that you wished to remain at your chosen hotel, and we're pleased we were able to keep your existing holiday arrangements in place.

Whilst we do review each situation carefully, any gestures of goodwill must be applied fairly and consistently across all affected customers. For this reason, we weren't able to offer an upgraded board basis in this instance.

We do, however, value your feedback and appreciate you sharing your views with us. We hope you have a lovely holiday and that you enjoy your stay at the hotel.

Kind regards,
Lauren
Customer Service Advisor

TUI GROUP
TUI UK & Ireland

Hi John,

We're happy to see you had a 5* star experience with ParcelHero®. Thank you for being our customer and taking time to rate us.

Thank you
Dan
The ParcelHero® Team