Great 5 star experience

Only members can book restaurants that means you get a long wait for empty restaurants

Dear TUI Customer Relations Team, I am writing to formally complain about our recent package holiday to The Fives Beaches Resort, Riviera Maya, Mexico, booked through TUI. While the resort was advertised and sold as a 5-star all-inclusive experience, the reality on arrival and throughout our stay was significantly below the standard reasonably expected of such a rating and of a TUI holiday product. Below is a detailed account of the key issues encountered: 1. Theft from hotel room and handling of incident During our stay, approximately $200 was taken from our hotel room. This was reported immediately to resort staff. In response, security personnel attended our room and proceeded to conduct a thorough and intrusive search of the entire room. While we understand the need to investigate allegations of theft, the manner in which this was handled felt unprofessional, intimidating, and lacked discretion. The search was conducted in a way that made us feel uncomfortable and not treated as valued guests. There was no clear communication of procedure, no reassurance, and no sense of a structured or guest-focused investigation process. 2. Conduct of management and staff communication When raising concerns, we were met with a dismissive and condescending attitude from management. We were told words to the effect of “this is a Spanish-speaking country, stop speaking English”, which we found entirely inappropriate and unacceptable in an international resort that caters primarily to overseas guests. This interaction left us feeling disrespected and undermined as paying guests. 3. Food quality, temperature, and restaurant capacity Across multiple restaurants during our stay, food was frequently served cold or lukewarm. This was a consistent issue rather than an isolated occurrence. In addition, restaurants were frequently overcrowded, with long waits and limited availability. It was evident that there is an imbalance between guest capacity and dining infrastructure, resulting in a poor overall dining experience that did not reflect a 5-star all-inclusive standard. 4. Condition, maintenance, and hygiene concerns The overall condition of the resort in several areas was below expectation for a 5-star property: In one restaurant (brasserie), we observed black mould appearing to come from air conditioning units. In a bar area (Gin Bar), duct tape was visibly used on walls and fittings as a makeshift repair. Throughout restaurants and bars, furniture was consistently scuffed, marked, and worn, suggesting a lack of ongoing maintenance or refurbishment. These issues collectively created an impression of a resort that is not being maintained to a luxury standard. 5. Overall impact on holiday experience These issues significantly affected our overall holiday experience. What was intended to be a relaxing, luxury stay instead resulted in repeated frustration, discomfort, and concern about both standards and personal security within the resort. Given that this holiday was sold as a 5-star all-inclusive package through TUI, we feel the experience delivered was materially misrepresented in terms of quality and standard. Resolution requested In light of the above, we are requesting that TUI: Conduct a full investigation into the issues raised, particularly the handling of the alleged theft and staff conduct. Review the standards and classification of this property in relation to how it is sold in your programme. Consider appropriate compensation for the significant reduction in holiday experience and failure to meet the advertised standard. We would appreciate a full written response outlining the outcome of your investigation and proposed resolution.

Very nice

Overall, the vacation was quite nice and the hotel was located in a very beautiful area. The surroundings and views were definitely one of the highlights of the trip. However, there were also several disappointing aspects of the stay. Unfortunately, the hotel staff seemed friendly and helpful only when they received tips. When no tips were given, the quality of service dropped significantly. Room cleaning was done at a very low standard, and the service at the bar was also poor in such situations. In addition, the food was not very tasty and did not meet expectations. Another issue was the long waiting time for a table during meals — sometimes we had to wait up to 45 minutes to be seated. Overall, the stay was acceptable, but the level of service and dining experience should definitely be improved.