Booked and paid for a holiday two rooms. We paid extra for one of the rooms to be a superior double. Upon arrival, we were given 2 twin rooms. We spoke to the resort reception and they confirmed they did not have availability for our upgraded room and we would need to speak to the Tui rep. We met the rep, who tried to fob us off with a free trip instead of a refund, they were persistent and we agreed to think about it overnight, She never returned! I went ont the Tui app and raised a complaint whilst still on holiday, when we returned home, I contacted them and they said complaints are taking longer, they replied after 95 days to say we did have the right room. I went back to them and after 115 days they replied again to say they are standing by their first response, even though I sent evidence of the room I paid extra for and did not receive. You cant speak to anyone on the phone. I have not had my refund.