TUI.com Deutschland Reviews 

Never ever I am going to use TUI for my vacation again. The holiday itself was amazing but TUI has nothing to do with it, and TUI only tried to worsen that experience. Basically, there were 2 problems they didn't solve at all which brought so much stress to me and took my resources. I never had any similar problems with other travel agencies before. So the problems were:

- I was unable to check-in online for my flights due an error in TUI's system. Their chat/hotline was completely useless, and I needed to call to UK from Germany directly to the airline to resolve the issue.
- They provided us with the wrong information. TUI claimed we had 2 bags 15 kg each. Only when we checked-in with the airline we saw that we actually had 4 bags 23 kg each.

Even doing everything by yourself without any travel agency would be better than relying on TUI.

We traveled with tui 5 times the past years! This year we were not able to check in online due to the website not give us the option and when we got to the airport in Rhodes we were charged 90€ fee extra even if we told the manger who handled it very poorly (Elizabeth) that the website didn't work. She was rude and not willing to help. Will not be traveling with TUI again.

Review

Thank you, TUI, for our holiday in Spain. Despite a very difficult start, we are grateful for the opportunity to spend time together and enjoy our trip.

Unfortunately, our holiday began with a very serious problem. From the very beginning, TUI knew that we were travelling with our 18-year-old son, who is paralysed and uses a wheelchair. We specifically looked for a hotel with a suitable lift, wheelchair accessibility and a nearby beach without stairs. All of this was discussed and indicated during the booking process.

However, when we arrived at the hotel, we discovered that the lift was so extremely small that our son could not enter it in his wheelchair — even together with our luggage. For three days, my husband had to carry our 18-year-old son, who is completely dependent on a wheelchair, in his arms. It was extremely difficult physically and emotionally for our whole family.

Only after three days were we offered a suitable room in a four-star hotel, but we had to pay an additional amount of around €400. I have all the receipts. I would sincerely appreciate it if TUI would consider refunding this additional cost as a gesture of goodwill, because the accessibility requirements had been clearly communicated from the very beginning.

There was also another serious issue: I had indicated during the booking that our son is disabled and that we required assistance at the airport. However, at neither the departure airport nor the arrival airport did the staff seem to know that assistance had been requested.

This was a very stressful and upsetting beginning to our holiday. I would therefore strongly recommend that other travellers with disabilities carefully check all accessibility information and read other customers’ reviews before booking.

Nevertheless, we are positive people. We tried to find the good in the situation, and despite everything, we are grateful for our holiday in Spain and for the beautiful memories we were able to create as a family.

We will continue to use TUI in the future, and I sincerely hope that TUI will take this experience seriously and improve communication and accessibility arrangements for families travelling with people who use wheelchairs. I believe that with better coordination, situations like ours can be prevented.

We had an extremely frustrating experience with TUI. Even though we bought our tickets days in advance, TUI failed to send our booking details to the airline, which meant we were completely stranded and couldn't board our flight!
Despite this being entirely their fault, there has been no reply or refund for weeks. They completely ignore all our emails. When we went to a local TUI branch for help, they brushed us off, saying they don't handle online bookings. They take your money, fail to process your booking, and then leave you stranded with zero support. Absolutely unprofessional—stay away!

We booked a stay at Hotel Mazarine (Albania) through TUI Germany more than two months before our trip. Just five days before arrival, TUI informed us that the hotel was "overbooked" and moved us to another hotel over 120 km away.

The replacement hotel was in a completely different area and of significantly lower quality than the one we had carefully chosen. We selected Hotel Mazarine because of its outstanding reviews and location, and TUI's alternative was simply not comparable.

We spent several days trying to find a solution with TUI. The alternative hotels they offered were all inferior, and they refused to offer any compensation or price reduction.

In the end, we discovered that Hotel Mazarine was still available through Booking.com. Since we had already planned our entire trip around that location, we had no choice but to book the exact same hotel ourselves at a cost of €903, compared with the €730 we had originally paid TUI.

After arriving at the hotel, we spoke with the reception staff. They informed us that Hotel Mazarine no longer has a contract with TUI. If that is correct, it raises serious questions about why TUI told us the hotel was "overbooked" instead of explaining the actual situation.

The most disappointing part was not just the extra €173 we had to pay. It was the stress and uncertainty of having our holiday turned upside down just a few days before departure, combined with TUI's unwillingness to provide an equivalent solution.

We have now filed a formal complaint with the European Consumer Centre (ECC-Net) and hope TUI will take responsibility for the additional costs they caused.

Super Angebot, klare Informationen und top Destinationen.

great comunication .. every time information .. all pefect thanks TUI

⭐⭐⭐⭐⭐

I spent my vacation at the hotel „tui magic life penelope“ as a solo traveler, and I honestly couldn’t have chosen a better place.

From the very first moment, I felt welcomed and comfortable. Every member of the staff was incredibly friendly, kind, and helpful. As someone traveling alone, I especially appreciated how easy it was to feel included and never out of place.

The hotel itself is beautiful, very clean, and well maintained. The food was delicious, with a wide variety of fresh dishes every day, so there was always something for everyone.

A special compliment goes to the entertainment team. You can immediately see how professional they are. The organization, structure, and coordination of the team are outstanding. Everything is well planned, runs smoothly, and is carried out with great enthusiasm and positive energy.

I would especially like to recognize the entertainment manager Ekrem. His leadership, professionalism, and attention to detail were truly impressive. He leads his team with passion, creates a positive atmosphere, and makes both the guests and his team feel comfortable. It’s clear that he genuinely cares about providing guests with the best possible experience, and his dedication is reflected in the entire team’s performance.

I returned home with wonderful memories and would like to thank the entire hotel team for making my stay so special.

I would definitely come back and highly recommend this hotel to anyone looking for a relaxing, welcoming, and well-organized vacation. ⭐⭐⭐⭐⭐

Two weeks before travel TUI changes the flight from a direct flight to a connecting flight adding 5+ hours to the travel day. With a young child of 4, taking two different planes with a two hour layover is hard enough, but the customer service has been atrocious. They informed us via an automated email only. We tried to communicate with TUI, sending multiple emails and we have had to call many times to their support services who seem to have no power of discretion. They continued to blame "the airline" even though this is a package holiday.The call agents were polite and kind but ultimately reading internal TUI policy aloud that does not align with the contract terms . The issue is still not resolved now only 6 days before departure, thank you for the stress bomb.....

We had a magical time. We enjoyed every bit of our stay: the fitness activities, the shows, the parties, the hotel and the people. When we arrived we were very exhausted from our work but we had a lot of time to relax. We spent our time reading at the beach, watching F1 at the bar, working out at the fitness centre and enjoying the evenings at the shows and the parties. Thanks to all the wonderful people working for the hotel. But our greatest “Thank you” goes out to the entertainment crew! The shows were amazing - the dancing and singing were beautiful! And the fitness activities were also very great - it was a pleasure to join. The activities and parties at the evenings were also fantastic. So thanks to Nomonde for the beautiful singing, Bruno, Marcela, Jóse, Luiz, Zia and Tiffany for the amazing shows - your dancing were magnificent, Ashley for the great training sessions and Willy for the best DJing! Johanna you had the best energy on the dance floor, Nabil you were the best Michael we have ever seen and Antoine, Hayder and Amine it was a pleasure to meet every one of you! We will come back and hope to see you again!
Love, Carolina und Annatina

We booked a trip to Mexico from June 21, 2026, to July 3, 2026, and specifically chose this holiday because it was meant to be a 13-day birthday vacation.

Shortly before departure, we were informed that our holiday would be reduced by one day because our return flight had allegedly been cancelled. We later discovered that the flight had not been cancelled at all – there were simply no seats available anymore.

Our travel agent contacted TUI and requested either an extension of our stay until July 4 or fair compensation for the lost holiday day. Instead, we were told that extending our stay would require us to pay more than €5,000 for a different room because our room category was supposedly unavailable.

After checking ourselves, we found that the exact same room category was still available for booking for the additional night. This made TUI’s explanation difficult to understand and very frustrating.

As an alternative, we were offered compensation of only €180, despite the fact that the value of the lost holiday day is significantly higher.

What is even more disappointing is that no one seems willing to take responsibility. TUI keeps referring us back to the travel agency, even though the agency has already contacted TUI multiple times in an attempt to resolve the issue.

The trip has not even started yet, and the excitement for our birthday holiday has already been seriously affected.

We expected much better transparency, fairness, and customer service from a company like TUI.

This is a company that is trying to destroy the atmosphere a corporate workplace should be. It DELIBERATELY tries to smear its intelligent employees as underperformers. It even went so far as to attempt to delete data from the files these employees were working on. The goal here is to DELIBERATELY portray the employee as lazy. Please stay away from this company, and if you have any relatives who work here, please rescue them from this weird company !

I definitely do not recommend purchasing the option to change a booked holiday to any other one. If you later decide to switch your trip, the price will not be the same as shown on the website, but significantly higher.

If you ask why, you will be told that it is due to administrative costs on their side, which you have to pay. However, in that case it does not make sense why you are charged an extra fee for the option to change the booking in the first place.

Due to a system-related delay during our holiday booking through TUI, two separate reservations were unintentionally created for the same travel dates. Since we did not receive any confirmation or payment notification for the first booking, we reasonably assumed that the transaction had failed and made a new reservation. However, after the second booking was confirmed, the first reservation was also confirmed with a delay, and both trips were charged to our credit card on the same day. Although we immediately contacted customer service and explained the situation, no solution was offered and our cancellation request was rejected. It is obviously impossible to take two holidays at the same time in different hotels, yet we were left to bear the consequences of a system-related error.Dont use TUI’s lack of customer-oriented support and unwillingness to resolve the issue was extremely disappointing.

I wasn't able to add baggage. For some reason, everytime I pressed the add baggage button everything would freeze and i would have to refresh. I tried many times. Now it looks like it'll be more expensive to add checked baggage afterwards so the 2 stars is because your system error cost me money. Also, the booking number is not easily found. I was given this code: JYFFUG, and then told that the booking number is numerical. I don't think I ever found it, i just logged in I believe. Thank you.

Good hotel. Clean. Food good. Beach close. Swimmingpool nice. Host TUI Gérard very helpful and friendly.

A very well-maintained and clean hotel where everything is in excellent condition. The rooms are cleaned thoroughly every day and equipped with all necessary amenities, so nothing is missing. Overall, the entire property is in great shape and highly recommended.

The culinary experience was also excellent, with a wide variety of very high-quality food. The service in the restaurant stood out in particular for its consistency and friendliness.

A very special thank you goes to Geralda and Lola. They welcomed us warmly at every meal and always made us feel genuinely welcome. Their kindness, positive energy, and great sense of humor made every dining experience special and memorable. They truly brought a smile to our faces every time.

Thanks to them, this stay will be remembered not only for the quality of the hotel, but especially for the warmth of its people.

Our vacation with TUI was honestly the best we've ever had. Everything felt smooth, relaxed, and perfectly organized from start to finish. The accommodation was beautiful, the staff were kind and attentive, and we felt genuinely cared for the entire time.
We came home feeling refreshed, happy, and full of good memories.
Thank you, TUI, for giving us a trip that truly exceeded our expectations.

Booked a hotel via TUI from Berlin. From day one we reported issues (room smell, quality not matching 5-star standard).
Instead of helping, we were constantly redirected between LTUR, TRAVCO and TUI, with no one taking responsibility.
We received no proper support during the stay and no response even after 2 months.
Very disappointing experience and poor customer service.

Great Website with attractive holiday deals. highly recommended.