Your hotel – while you're away
Don't worry – here's what to do next.
On your way to the hotel
Speak to a TUI staff member (our transfer provider) at the airport. They can help you by getting you on another coach or arranging a taxi to take you directly to your hotel.
On your way home
Contact your hotel reception straight away. They can arrange a taxi to get you to the airport on time.
Get in touch with us
Our On-Holiday Support team is here to help. Call us on +44 20 4578 0912 for 24/7 support while you're away.
You'll need to pay for any transport that's arranged.
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If you’ve lost or left something at your hotel, it’s best to contact them directly to check whether your item has been handed in.
If you're still at the hotel
Go to reception and ask if anything has been found.
If you're already home
Contact the hotel by phone or email. They're best placed to help track down your belongings.
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If you have any questions or if something isn’t quite right during your stay, the hotel team is usually best placed to help you straight away.
Please speak directly to hotel reception or guest relations as soon as an issue comes up, as they may be able to help resolve things for you on the spot.
If the hotel is unable to help or you’re not satisfied with the response, you can contact our on-holiday support team on +44 20 4578 0912. They're available 24/7.
Important: Please let us know about any concerns while you're still at the hotel. This helps us resolve issues quickly and means we can support any compensation claims properly if they're needed.
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Hotels may occasionally open late or close earlier than planned during a season. We’re usually informed in advance and will arrange another hotel for you before you travel.
But in the unlikely event that we weren't informed and you arrive to find it closed, don't worry – we'll sort it out.
If you arrive at your hotel and it's closed
Call our on-holiday support team on +44 20 4578 0912. They're available 24/7.
We'll arrange another hotel for you as quickly as possible.
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If you’d like to book excursions, activities, tickets or experiences while you’re on holiday, you can do so through us. Just visit our Sundeals experiences site to browse and book everything from daytrips to attraction tickets.
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Your transfer pick‑up time will usually be available two days before you travel home. We’ll normally send this to you by SMS.
If you haven’t received an SMS, you can also check your transfer pick‑up time two days before departure by visiting the TUI transfer website – they're our transfer provider.
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