TUI.com Deutschland Reviews 

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.

Serious booking issue and incorrect flight information

We experienced a serious booking problem with TUI Deutschland during our package holiday to Antalya in October 2025.

Several days before departure we tried to check in online, but the PNR number provided by TUI did not work. We contacted TUI Germany and received alternative PNR numbers by e-mail, but none of them worked.

When we arrived at Brussels Airport we were informed at the Pegasus check-in counter that we were not on the passenger list, despite having a comfirmed package holiday booking with Tui. After several phone calls between airport staff and TUI Germany, no solution was found in time and we had to book another flight at the airport in order to still reach our destination the same day.

The situation caused a lot of stress and uncertainty at the start of our holiday.

After the trip we submitted a complaint. TUI acknowledged the situation but offered only minimal compensation, which we consider inadequate given the circumstances.

We have been loyal TUI customers for many years and expected better support in such a situation

REACTIE OP HET ANTWOORD VAN TUI DUITSLAND
Thank you for your reply.

We have already followed your suggestion and submitted our case to the German consumer arbitration board.

As loyal TUI customers for many years, we regret that such a situation occurred and that we had to escalate the matter in order to seek a fair resolution.

We hope that this procedure will help to clarify the issue and lead to an amicable solution.

Booked via TUI operator so that in case of any mishaps, we would be assisted. Had an accident whilst on holiday and then the nightmare began. TUI Germany customer service were completely unhelpful. We tried to get wheelchair service and a seat with extra legroom on the flight, but TUI pushed us to arrange everything with the Airline and the airline pushed us back to the TUI. Spent 4 full days trying to get a straight answer about those 2 topics and had to sort everything out ourselves. Never, ever again will be book via TUI. They charge a lot and then back out of helping you if something goes wrong.

Forced us to pay for seat upgrades. Is this legal? Also, TUI does not honor cancelation policy, makes it exceedingly difficult to cancel, but very easy to add extra services we don’t need. Never again

We book flight and hotel on their website, credit card was charged 12.000 euros. Flight was direct from Frankfurt to Punta Cana. When we come from another country to Germany Frankfurt airport, to drop off luggage’s for direct flight Punta Cana we where informed that our flight was rebooked for next day, to the other country ( not direct to Punta Cana as we booked on website) and then get connected flight to our final destination. We lost day -two of holidays, we lost money, we lost our patient and nerves , . We call TUI customer service, the only thing they could do it’s to give us customer service number of airline. So my question is if I book flights and hotel from TUI.de website , we pay them . Why I should find solutions by my self . , search why my flight is rebooked for next day without informing me , why my flight for next day is not direct flight to Punta Cana, why I should go to Spain Madrid and then to Punta Cana.I could say that is really unprofessional. No one is responsible for psychological damage, stress damage and financial damage. So if you can’t manage this job well then leave !!!
Very very very disappointed with services!!!

Flight ticket booking process was good. Did not try to reschedule or cancel.