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TUI Know-How

Kalimera Kriti

Hotel web links (per from TUI website SM)





Reception hours & Info


Is reception 24 hours with all languages spoken? E.g. 24 hours Night Shift do not speak good English.


Not 24 hours: who do our guest contact (insert number if applicable) or where do the guests go. Use google maps to be specific.


Describe where they guests can find the key, or where they ring the door if the reception is not 24h Ex a specific mailbox or key box.


Emergency contact number


Is there a guest’s relation working in the hotel? Or is everything arranged with the reception



Languages spoken by Reception beside the local language

(e.g. English, Spanish, partly German, …)


Are there particular people who speak a better language than others, e.g.  Marta is the best person who speaks Polish!


Room types in the hotel


Do not copy what is found on the website or brochure


Where are room types located? Are they all together in one area?  If possible, paste a hotel map where rooms are located.


Can room type be located on a low or high floor, overlooking pool or quiet area.


Can different room types be located near to each other for family bookings.


What type of beds are provided; can they be changed? (Twin or double)


Can the hotel provide mattress toppers?


Floor plan layout are 3rd & 4th bed in the same room or is there a divider or separate space.


Bathroom, if there is a shower cubicle, can it be accessed easily for people with walking difficulties.


Does the hotel provide bathroom amenities e.g. soap, shampoo, hairdryer?


Electric sockets, how many are provided in the bedroom and do they have USB charging ports.


Mini Bar, can it be emptied or where can people store medical supplies instead


WIFI in room or upgrade available, can they stream on this service?


Safe, how guests activate this, do they require a deposit to reception.


Any USP about the room type (Superior rooms have bathrobes, slipper and fruit basket on arrival)


Information about cleaning services (if not daily, but on request for environmental reasons for ex)



Can rooms be upgraded?

(e.g. on availability; price - depending on upgrade - from … to … £/$/€/night)


How do guests arrange an upgrade, do they need to wait till next day after arrival?


If the hotel does not or has limited availability most of the season, say room upgrades are highly unlikely.


When upgrade do the guests pay at the reception or via TUI


When downgrade, do the guests get refund and who pays this?



Wheelchair access

Do not just say yes or no


Are all facilities and areas of the hotel wheelchair or electric scooter accessible? If not state which areas to prevent issues.


Are there many hills or stairs around the complex?


Are there any parts or room types of the hotel not suitable, (i.e. two-bedroom apartments are located on 1st floor and wheelchairs cannot reach the front door?)


Can disabled guests walk easily into the pool or is a chair lift provided.


Are there disabled toilets and shower facilities?


What is the proximity of the main facilities like the main restaurant to the reception for example?


Adapted rooms available?


How many rooms are available?


How can we book or request this room?


How wide is the door to this room and the bathroom?


Can a wheelchair move freely around the whole room or are their limitations?


Can a wheelchair easily access the shower cubicle, are no steps?    


Or is there a lift and a seat available?


Does the bathroom have the required rails to support a disabled person?


Family Packs or Cots


Does the hotel provide free cots?


Do they have baby packs or hire?


Does the hotel provide, highchairs, buggies sterilisers?


Late Check Out / Early Arrivals

(how long time in advance; till what time and price; courtesy rooms; luggage storage, ...)


Are there courtesy rooms available?


How to book?


Alternative options can they use the spa showers instead?


Can early arrivals not able to check into their room use facilities to get into swim wear?


Other payables in the hotel

(safe in room, pool towers, SPA/sauna usage, mini bar, premium alcohol)


Cost and how to pay?


A/I upgrade per day or minimum 3 days or full duration of holiday. 


Does it require a deposit?


Pool towels where to collect and how often can they exchange them?


Sunbeds and umbrella’s or private areas?


Spa and wellness, to be paid and is there a minimum age



TUI Service in the hotel



Welcome meeting


Where is the best venue?


How to book it?


Can you get welcome drinks?  


Does anyone else use the venue?


Best time to host? Same day or next morning.


Do you have visuals like a screen, TV to play videos?


Do any hotel staff attend e.g. hotel manager or animation team?


Can animation team do pool announcements or evening promotion?


If in another hotel, then where is this hotel? How can the guests reach it (how long walking distance, is there a map – google maps available) can the guests easily entre the hotel (not stopped by security)



Wi-Fi Information / computer access


Locations, whole hotel or hotspots?


Payable upgrades for room or better speed, inc cost


Speed is it able to stream TV services?


How to log on?


Can guests have multiple devices logged on?


Are there PC’s available, free or chargeable?


Can guests print boarding passes.




Opening times


Buffet or Menu options


Early/Late Breakfast options


Late arrivals food options


Can you swap evening meal for lunch?


Can you get a picnic and how to book it?


Vending machine or snack options from bars


Themed evenings or gala events


Top recommendation two or three dishes not to miss out on


Family sized tables, adult only or alfresco areas


A la Carte options how to book


Dietary information


Does the hotel cater for dietary requests?


Vegetarian, Vegan, Nut Free, Gluten Free, Dairy Free.


If food labeled clearly


Does the hotel offer a menu service for non-buffet items for food allergies?



Board type


What does each board basis include as some hotels A/I might not include cocktails?  Do reception or TUI take payment?


Can guests upgrade or downgrade their board basis?


When does A/I start and end?


Special events


Gala events and Fiesta the hotel celebrates




Does the hotel accept pets? Types and sizes?


Are their areas where guests can be pet free?


Do all rooms accommodate pet?


Kids facilities


Is there a baby / kid’s club and what ages does it cater for?


Are there facilities for teenagers?


Does the kids club have a registration, sign in and out process?


Is there a kid’s pool?


Is there a play park?


Does the hotel hire baby packs or buggies?


Chairs for kids in the restaurants, cutlery and plates for the kids?


Water Slides / Pools


Opening times


Lifeguard on duty


Slide weight or height restrictions be specific to what slide if only some


Are inflatables allowed in the pool?


Quiet pool without entertainment?


Children pool or splash park?


Access to the pool, is it a ladder, steps or ramp?


Is there an indoor pool, opening times etc.




Where are the daytime and evening activities advertised?


Daytime program starts at XXAM and runs hourly/every 30 minutes


Examples of what daytime entertainment to expect.


Is there a daily water polo or quiz etc.?


Does the hotel offer a local taste event, like Paella and Sangria demonstration?


Evening Entertainment, starts at what time and venue?


Is there a mini disco and what time?


What time is the main show? Is there a best night not to miss?



3 Top Tips

(e.g. largest pool area on the island, French a la Carte Restaurant serve great scallops and good wine cellar, reception very friendly and helpful)


3 x Things that you cannot find from the brochure or website


Main complaint drivers

(e.g. bungalows affected by noisy pool bar; spring break groups; bathrooms worn)


Be specific and how we can resolve this issue


Hotel compensation

(what kinds of goodwill the hotel offers)


Spa vouchers, Cava, fruit baskets, room upgrades, late check out, A La Cart meals?


Who signs the complaint forms?

(Name role/position, email or telephone number to support TXC)




Is this a centralized unit or single unit in room


How does the A/C work?


Is A/C available all year around


Specifics to A/C i.e. recommend temperature no lower than 21 degrees


Other FAQs & Useful Information


Is the tap water drinkable?


Is there low pressure on the water? Is it normal it comes out brown when I open the window?


Can you throw toilet paper in the toilet or does it need to go in the bin next to the toilet?


Power cuts? Do they happen frequently?



Pick up place for excursions and departures



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