TUI Holiday Store

Fantastic experience: Visited tui store today to book a holiday .and was assisted by Sam who made the experience very enjoyable .would not hesitate to book again .

Fantastic experience: Antonia was amazing booking our holiday today. Lots of information and very friendly, she gave us time to talk things through and then completed our booking without any pressure, A pleasure to do business with, Thank you Antonia, you're fab!

Fantastic experience: Teigan was amazing quoting my holiday for me and a true asset to your team!

Fantastic experience: Dave was excellent booking party of 11 to Lapland would highly recommend

Negative experience: Store closed early so you need to change the hours on your page

Fantastic experience: Teigan-Leigh was really helpful and worked hard to find out exactly what we needed. She helped us to create a tailor made package exactly right for us. You cant get this sort of service on the Internet. Fantastic

Fantastic experience: Went to cancel one holiday and find another with very specific dates in mind. Mandy t was very helpful and found us a beautiful hotel , with everything we were looking for. She was fab and incredibly helpful

Fantastic experience: Mandy T was amazing. So helpful

Fantastic experience: Teigan was fantastic answering all my questions and very informative. Thanks so Much looking forward to booking my next trip with you.

Fantastic experience: Booked with Sam who’s knowledge and personality was first class, would highly recommend and will return for future holidays

Fantastic experience: Huge thanks to Sam for helping me through the booking process. She’s so bubbly and knowledgeable and helped me spend a fortune on a special holiday. Thank you Sam!!

Fantastic experience: Antonia has been brilliant. She has organized two amazing tours for us from our TUI hotel on Rhodes. She is so knowledgeable and super friendly, we are very happy with her service. Thank you.

Negative experience: Very poor experience, We feel we were miss sold. My partner and I were looking for a holiday to Türkiye but could not decide on a final location, so we decided we would visit TUI in Trowbridge, in order to be able to speak to a human and provide us with a holiday package that would be more tailored to us even if we had to pay slightly more. We put our trust in the advisor and retailer in order to gather all information about the holiday we would be choosing , the advisor kindly found us what seemed to be our perfect destination, the hotel itself seemed grand and was labelled 5 star, the location was in the perfect spot of Antalya, close to designer shopping for my partner and close to the The Park “The Land of Legends” which was precisely what we’d asked the advisor for, Perfect! We agreed and booked the holiday upon checking the photos and description. We saw that it was a new hotel for 2025 which the description had stated and it looked fantastic…. And so proceeded to pay our deposit… However… upon conducting our own research, much to our dismay, we found that the hotel was at present and still is… a building site. There was no roof on the building, scaffolding and boarding all around the bars and main building areas, mounds of dirt everywhere…. It was clear that theThe Royal Atlantis Icon… was far from iconic. The photos and videos online showed terrible conditions of the property…. We were not informed by anyone at TUI or the retailer the hotel we had just paid our deposit for was an unfinished building. Furthermore when we raised this to retailer, we were told by the advisor that we should have known by the AI generated photos and description that this was the case and that they did not have to tell us this information… we were essentially treated as if we were incompetent for not knowing this. We then refused to pay the balance of the holiday on this basis as we were not prepared to take the risk based on what was clear evidence of the property being unfinished online. For clarity, we were due to fly on the 20th of June and booked this at the end of March. I then continued to attempt to get our deposit back, the retailer and the Manager were adamant they did not have to tell us this information, I had a lengthy discussion with the manager and he continued to lie to me and tell me the hotel would be finished based on the information they have, my argument was that we should have also been given that information so that we could have made an informed decision when booking our holiday. The Manager continued to refuse to return our deposit. I was then told by the manager that I cannot raise any kind of complaint with head office or online and he made the final decision. I tried every single avenue to complain, even attempted to contact ABTA using a complaints form who said they could not help. The Royal Atlantis Icon to this Day is still a building site, on top of that… part of the building has now collapsed where they’ve clearly been trying to attempt to rush building it because agents are actively selling people this place as a 5 Star hotel. Totally Disgraceful, I will never ever use a TUI retailer or even the company itself again. The only thing I’m glad about is that we didn’t pay our full £2400 balance. I have added some evidential photos of the videos circulating online…. I cannot believe that an agent would knowingly sell this hotel to ANYBODY. It’s utterly disgusting what companies will do for money.

Fantastic experience: Just booked a P and O cruise. Anne was very friendly and helpful and the whole exercise was completed to our satisfaction. No hesitation in recommending TUI Trowbridge.

Fantastic experience: Excellent and friendly service from Anne when my friend and I called in to book our P&O cruise this afternoon. Although we knew exactly want we wanted Anne took time to go through all the details to ensure everything was correct. We will definitely book our future cruises with Tui at the Trowbridge Store.

Fantastic experience: Hillary from the Trowbridge star is an absolute diamond!!! We had an issue with a booking as the hotel was under construction and lots of amenities closed during our stay. This is a very special holiday so we were unhappy with this, she managed to get us a hotel swop to the one we wanted and upgraded our seats on the flight. This we an extremely stressful message to get and Hillary worked quickly and has excellent customer service skills! I would 100% recommend this store and Hillary and would book with TUI again due to how easy it was to sort this situation out! THANK YOU HILLARY!

Fantastic experience: Mandy T was very helpful with our holiday booking very friendly chatty , made us feel at home

Fantastic experience: Wonderful experience in TUI Trowbridge, booked online but the young girl was able to assist with our issues.

Fantastic experience: Great service

Negative experience: If you order currency online for collection in store, make sure the person who's ordering picks it up!! Hubby wanted to collect ours but denied as not in his name, although he was taking my ID and to check this, they could have called me to double check. Plus holiday booked in store so could have checked my details there too!!! Never again will I book currency here!! There loss!!

Fantastic experience: A huge THANK YOU to Teigan who was fantastic when my husband went in to book a surprise holiday! We had an All inclusive week in Rhodes at the incredible Evita Resort. Teigan found the perfect holiday for us and came in under budget. We had the best week and won’t hesitate to book with Teigan again.

Fantastic experience: Fantastic customer services again from Mandy at the Trowbridge store. She understood what we were looking for and found us the perfect holiday. Will certainly be back to book for next year.

Fantastic experience: Booked my holiday with Toni today great service as always, brilliant

Negative experience: Awful customer service. Was made to feel like a complete inconvenience. The woman we dealt with was really not interested in helping at all. Midway through looking at holidays, she answered her phone to take a call. Left feeling disappointed. Went to a different travel agent in Trowbridge who was amazing and really helpful. Ended up booking through them. Would not recommend TUI Trowbridge. Could definitely benefit from some training in customer service.

Fantastic experience: Holiday sorted with Toni excellent service. Friendly and relaxed. Nothing to much trouble

Fantastic experience: We went into the TUI store in Trowbridge to book our honeymoon and Sam was amazing and very knowledgeable. She was patient with us asking a lot of questions and there was no pressure to book. Sam is an asset and a pleasure to deal with.

Fantastic experience: Fantastic service from Sam at TUI in Trowbridge. She has gone above and beyond helping us to book our dream cruise holiday. Would recommend to everyone.

Fantastic experience: Went to book in store and ask about Cruises . Sam and the whole team in Trowbridge are very friendly and helpful. I'm looking forward to my next holiday with TUI , thanks to you all .

Fantastic experience: Really good service by David today he's fab

Fantastic experience: would like to say how amazing Sam has been over this weekend she went above and beyond to make sure 10 of us stay in the same hotel (two bookings in total) .she asked if we wanted to sit together if we needed extra baggage.explained about the app and the fact that their was a Facebook page for the Branch . while I was in the store I started to feel like a was going to faint she went and put the Aircon on but that was short lived as another member of staff turn it off because her paperwork was blowing around . please Thank Sam for looking after us this weekend she is a credit to your team

Negative experience: Trowbridge tui are very unhelpful, once they had our money! And quite rude Had several question as first time cruisers and got no satisfaction. Will not be booking again with tui, will go to a independent travel company.

Fantastic experience: This afternoon we visited the TUI shop in the Shires Shopping Centre in Trowbridge. We met Sam, who is a delightful lady, very helpful and knowledgeable and she spent some time searching for the perfect holiday. We eventually settled on a trip to Lanzarote later in the year. Sam was patient with us and made the booking process very easy. Sam thank you so much for your care and attention. Definitely a 5* lady.

Fantastic experience: Just booked for Cape Verde with Sam and what a helpful friendly and knowledgeable member of staff. Normally I book on line but popped in to ask a few questions and ended up booking. Thank you for making my trip stress free.

Fantastic experience: My partner and I called in store to book a marella cruise .hillary dealt with us very efficiently friendly and helpful. Would not hesitate to book again .

Fantastic experience: Popped in today to book our 2024 cruise holiday. Ashleigh looked after all of our needs and answered all of our queries prior to booking. Thanks again to all at the Tui Trowbridge branch.

Fantastic experience: Mandy was absolutely brilliant! She helped me and my friend with a sort booking to Greece and worked her absolute best to find what we were after and what we could do there!

Fantastic experience: Mandy was really patient with us and looked through lots of different options to get us the best deal. She was very professional and offered us much needed advice, all in all a great experience and I’m glad we were able to book our holiday with her!

Fantastic experience: I called in on the off chance to enquire about a holiday. I was greeted by a lady called Hillary. Very professional, helpful and nothing to much trouble. Thank you for making my visit a pleasant one.

Fantastic experience: Ashleigh was very helpful yesterday in finding a holiday for us. She listened to what we wanted and found the perfect trip at a great price for us, better even than we could find online ourselves after scrolling for hours. Thanks again and we look forward to going!

Fantastic experience: Teigan was so wonderful in answering all my questions (of which I did have many, so I hugely appreciated her patience too!). She sorted everything for my holiday and even found some carparks near the airport too and printed them off for me as well as letting me know about the currency exchanges and excursion deals in store. Went above and beyond and I really appreciated it!

Fantastic experience: Served by Mandy, she was an absolute star and helped us pick where to go for our summer holiday. She was super helpful! Definitely come back to the Trowbridge TUI!!

Fantastic experience: Emma was an absolute gem when we booked our holiday. We didn't make her life easy but she took it in her stride. Great service. Thanks Emma.

Fantastic experience: Phenomenal customer service from Sam today! I came in very late in the day and they happily fit me in and booked my holiday. Couldn’t ask for any better

Fantastic experience: What brilliant service from Emma! So knowledgeable and adept at her job. We’ve never been on a Caribbean cruise before and needed someone with expert knowledge to help us. Emma fulfilled this position admirably and spent considerable time going through the options with us, making it very easy for us to make a booking. We would like to thank her for her help and patience during the whole process. Well done Emma. You are a credit to TUI and we will definitely be booking with you personally in the future.

Fantastic experience: Great experience with Emma at tui Holiday all sorted.

Fantastic experience: Popped into my local Tui store after booking a holiday online, staff were all really helpful at answering my questions, special thanks to Toni for her patience.

Fantastic experience: Had a great visit with Emma who went through all the myriad options and helped us decide and book our chosen holiday. Speaking to a knowledgeable, friendly, experienced staff member makes such a difference. Thanks for all the help and advice! Super excited for our first foreign holiday in ages.

Fantastic experience: I went to the Trowbridge TUI branch to seek help with a TUI pre paid currency card that I had attempted to add a top up on in order to check the card was working. I had tried myself beforehand but was unable to complete as I had forgotten my Username. Antonia was so helpful in sorting this problem for me and showed extreme patience when I was unsure of my details needed to get the problem sorted. She persevered and was able to sort my problem out after contacting Customer Services.

Fantastic experience: My partner and I visited your branch to book our Honeymoon. We had the pleasure of being assisted by Mandy. Engaging and extremely knowledgeable. Mandy was able to guide us with the selections available to ensure we got exactly what we were looking for. Please pass on our thanks.

Fantastic experience: Ashleigh was a great help when we booked our holiday to Cyprus today, reassuring us at every stage and helping with any questions we had. Great experience

Fantastic experience: Sam was very helpful and patient. Very good costumer service and lovely to speak to. Great person to go to!

Fantastic experience: Ellie and the staff have been so I incredibly helpful and found me a brilliant holiday and helped me search without any pressure in the store.

Fantastic experience: Just had a great experience in booking our cruise at TUI in Trowbridge and was served by Toni Lundi. Toni could not have been more helpful and made the process so easy . I cannot give Toni enough praise. I must add that we have used Trowbridge for past holidays and have found the whole department a delight.

Fantastic experience: I visited Sam in Trowbridge Tui. I originally went in to see how much it would be for myself and my brother to go on holiday and join my parents on their trip. Sam showed us the price and we booked up straight away. I also wanted to know the price for four of us to go to Lanzarote. I already knew which hotel I wanted to go to and roughly the time of year. Sam went through the bits on the computer and found us good flights and at a reasonable price. We were going to hold off on booking another holiday as we already had three booked but because I thought Sam was absolutely amazing at what she done for me I booked to go away in May 2024 as well. So a big big thank you Sam. I shall definitely ask for you with future bookings ❤️

Fantastic experience: I would like to highly praise Sam and Dave for their swift and very efficient service at the Trowbridge TUI store, very quick to help with a hotel upgrade and no stress, I will be booking through them again!

Fantastic experience: Booked a MARELLA cruise to the Far East for 2024 yesterday and we were exceptionally well looked after by Toni. She was very knowledgable and quickly and efficiently took us through everything we needed to know and do. 3rd time we have used this store and will do so again

Fantastic experience: Fast efficient and friendly service thank you Hilary

Fantastic experience: Special thanks to Teigan for helping me and my mum booking a holiday. We are fussy and Teigan sat patiently with us to make sure we got the holiday we wanted. Now all booked for April, thank you very much!

Fantastic experience: We went and booked out holiday with Sam. She was very helpful and lovely to chat to. Thankyou bert much we are very excited

Fantastic experience: Thank you to Toni at TUI Trowbridge for spending time answering our questions and ensuring we booked a holiday that was just what we wanted. Really knowledgeable and friendly - we would definitely book with TUI Trowbridge again

Fantastic experience: Just booked our holiday with Teagen, really helpful, very informative and extremely friendly. Would definitely book with her again. 5 * service.

Fantastic experience: I had a great experience with Sam in your Trowbridge store over the weekend. I had gone in to book as I needed welfare assistance on the flight for a disabled family member and was unsure of how to do this online. Sam thoroughly talked me through everything, explained the process and couldn’t have been more help. I will definitely be coming back to store to book all my future holidays as it was a quick and seamless experience. Thanks Sam :)

Fantastic experience: Ellie made the process of booking our holiday both enjoyable and painless.

Fantastic experience: Thank you to the staff at the TUI Trowbridge store who have helped me sort out bookings made difficult due to a distressing personal situation. I can highly recommend TUI and the Trowbridge store staff who have been wonderful and understanding.

Fantastic experience: Mandy was very friendly and very helpful. She didn’t give up and managed to find us a lovely holiday, getting us the most for our money. Thank you very much Mandy can’t WAIT to go on our holiday :)

Fantastic experience: Hilary was so helpful that we booked our Western Med Cruise! There and then. Hilary went through all the details, explaining everything and making sure all our requests were dealt with. Thank you!

Fantastic experience: Booked a family holiday for 15 of us , as me and my partner are getting married on this holiday. Ellie done amazing job, as this was her first wedding booking she done . She been absolutely brilliant .

Fantastic experience: Booked a holiday today. We have been using Tui Trowbridge for a number of years and always book with Toni as she is really helpful. We had a few ideas in mind and Toni talked us through each holiday and we made our decision. We were asked if we would like to book airport parking and was given a discount on parking. We came away happy with our purchase, excellent customer service also felt that we were valued customers. Would recommend the personal touch received by going in store.

Fantastic experience: Called into the shop today and was served by Mandy who was very knowledgeable and helpful regarding our booking. She made the whole process very easy and I would recommended her should you be looking to book a holiday with TUI.

Fantastic experience: Excellent customer service. Mandy was very friendly, patient and helpful while supporting me to find exactly what I was looking for. Would highly recommend!

Fantastic experience: I went into TUI Trowbridge today with my wife Mel to book a holiday to Turkey. We were greeted by Ellie with her lovely smile. 30 mins later we left the store having booked a fab holiday that was perfect in every way. Nothing was too much trouble and she was sp professional. Will definitely be back later in the year to see Ellie to book another holiday with TUI. Exceptional service. Dave & Mel.

Fantastic experience: Hilary was great and managed to secure our discounted price on a holiday

Fantastic experience: We booked our cruise earlier in the year with Mandy, through out the year we had many queries and concerns around Covid and anti gen testing but she was always very helpful putting our minds to rest and we had a great time, thanks Mandy.

Fantastic experience: Me and my partner came into the shop a few months ago to book our first holiday together. We dealt with a lovely young lady called Ashleigh, she was so polite and helpful and we actually went with a recommendation from her. We’ve just come back and I can safely say we both had the best time ever! We will definitely be using tui Trowbridge in the future

Fantastic experience: We booked 2 holidays in the last 6 months with the Trowbridge branch. On both occasions the staff have been helpful and knowledgeable.

Fantastic experience: Sam Woolford was brilliant and ensured our honeymoon was booked with everything we wanted, there is so much value added with using Sam rather than online, especially with such a big holiday, thank you!

Fantastic experience: Great customer service today - we’ve used TUI for many years to book our family breaks, booking in-store and always dealing with Toni who has great knowledge and understand our wants/needs. Thanks Toni

Fantastic experience: Thank you very much to the amazing staff at the Trowbridge branch! I booked a break online but needed help after thinking I'd messed up my booking.... I needed to talk to someone face to face. After going to the branch everything was sorted for me. Great job!

Fantastic experience: Visited Tuesday the day of our flight, panicking and stressing about covid tests and Spanish forms, Ashleigh sat me down talked me though everything and calmed my nerves, I originally booked with Ashleigh only a couple months ago and she’s been there every step of the way, an absolute credit to the Tui Trowbridge branch !!

Positive experience: Not very good at all. The people on the tui phone lines were much better than any staff in this store. the man working here worried me and said "maybe you won't get that deposit back and the holiday will be cancelled" and embarrassed me further in front of the other customers saying my direct debit didn't work and so on even though that wasn't the issue. Not great at all

Negative experience: Disgusting company, take your money and when there is a problem with your holiday, deny any responsibility and no help or refund. How are they legally still in business?

Fantastic experience: Brilliant

Negative experience: OMG, one of the worst staff in terms of experience, went to send money by western union the lady collected the money and at the end she told me sorry western union system is down gave me the money back and told me to go to Bath Southgate there’s another one try that one or come back tomorrow the system may work’. Anyway I went back the next day someone different came up telling me that our head office is closed on weekend so nothing we can do, so this mean her colleague was making up story on western union but this one telling me that our head office need confirmation, two different thing from the same office, I was disappointed and left, she didn’t even gave me the tips to go to post office there’s Money Gram also does the same job, so basically almost all of the staffs are clueless not really smart when it comes to customers service and I am not expecting any improvement because I’ve seen they don’t care!

Negative experience: This is the first time I had to leave one star review ever and I have review more then 150 places so far. I arrived to TUI Trowbridge for a simple money collection via Western Union. After spending near 10 min by the currency exchange window I was eventually approached by a member of staff who asked me what I was after. I have explained the service I was after to which she replied that they were too busy to serve me and that I should call back another day. ?? Absolutely discusted with a customer service. No more booking holiday through TUI for us

Negative experience: The holiday did not match my needs as disabled but was up 3rd floor 42steps no lifts

Fantastic experience: Very Helpful

Fantastic experience: Nice, friendly and helpful

Fantastic experience: Excellent help with foreign exchange

Fantastic experience: Excellent service

Negative experience: Check all paperwork carefully , check screen figures agree with paperwork before signing .