Booked and paid additional money to upgrade our room to a pool view. Upon arriving this wasn’t the case and spoke to the hotels customer service who greeted us upon arrival and said any issues to contact them. So that’s what we did and managed to change room although we’re not given a pool view still. We were told by the hotel manager there was no pool rooms available so we took the room and waited until we got home to speak to TUI as not to impact our honeymoon further. Now being told we are not due a refund on our upgrade as we didn’t speak to the TUI rep who was only seen once and he was just selling excursions. Nada at customer support didn’t help, phone line she called on was shocking and could bearly hear her and kept going quiet so had to ask numerous times where she was.