More questions answered
Can I take an electric wheelchair or scooter on the resort transfer?
Can I use my mobility scooter in the hotel?
For health and safety reasons, a growing number of hotels are banning the use of mobility scooters within their grounds. Generally speaking, hotels that do so provide a parking or charging area outside of hotel grounds where you can park scooters. If you have a Blue Badge, we recommend you take this on holiday with you.
Please check if the hotel you're considering allows the use of scooters before booking your holiday.
As per July 2018, mobility scooters aren't permitted in:
Benidorm - All hotels in this resort
Cyprus - Athena Beach, Sensimar Pioneer Beach, Athena Royal Beach and Asimina Suites.
Costa Daurada/ Costa Dorada - California, California Apartments, H10 Vintage, H10 Salou Princess, Albatros, Terramarina and Belvedere.
Please note that manual and electric wheelchairs are fine to use in these places, both inside the hotels and within the grounds.
For any questions regarding mobility aids, please call our Assisted Travel Team on 0800 145 6920.
Can my hotel cater for my dietary needs?
If you've got specific dietary needs, contact us before you book and we'll find out if the hotel can cater for you. We'll also add a note onto your booking to make the hotel aware of your requirements, but it's best to speak to the restaurant staff when you arrive, too.
Gluten-free foods at our Lapland hotels
All TUI's Lapland hotels cater for Gluten-free diets. When you arrive, please speak to the hotel reception or restaurant manager who will be able to help you.
The symptoms of coeliac disease vary from person to person and can range from mild to severe. If you've got any severe form, please contact our Assisted Travel Team before you go.
Due to a disability I can't use the coach transfer included in my holiday, what other transfers can you arrange?
If you're unable to climb the steps onto a standard coach transfer, please call our Assisted Travel Team on 0800 145 6920 to let us know. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.
Our Assisted Travel team can help you book an alternative taxi transfer, and if a coach transfer was included in the cost of your holiday we'll try to sort out a discount against the cost of the taxi for you.
Please bear in mind that, depending on the resort you're travelling to, the taxi we book may not be an adapted vehicle as these aren't always available.
How can I find out if my hotel is suitable for the less mobile?
We have a wide range of information on Accessible Holidays with TUI, just visit www.tui.co.uk/holidays/accessible-holidays. Our most popular hotels have detailed access guides from our accessibility partner AccessAble, so it's easy to check if it suits your needs. You'll find all the info on the AccessAble website.
How do I book an accessible room?
If you need an accessible room – with a walk-in shower, or wider doors for your wheelchair for example – give us a call. You can call our Assisted Travel team on 0800 145 6920, they’ll be able to check to see if the hotel you’re interested in has any suitable rooms.
If you’d like a room located in a specific part of the hotel, such as on the ground floor, near to the hotel’s main facilities, or close to a lift, we can add this as a request to your booking – these types of requests can’t be guaranteed, though.
Depending on the type of room you’re booking, there may be a fridge available in case you need to store any medication. If there isn’t a fridge included with your room type, we can add a request to your booking, but this isn’t guaranteed. Your hotel may be able to store medication in a fridge in their reception or kitchen. Alternatively, the hotel may be able to provide a fridge at an extra charge.
Booking an adapted room online
We want to make travel with us as easy as possible – that’s why we’re offering instant adapted room confirmation in some hotels.
If you’re booking an adapted room online, please bear in mind that the layout and facilities of the room have been designed for customers with access needs in mind. Each hotel and destination will have its own accessibility standards and regulations, which may not be equivalent to UK building standards. Please ensure you’ve checked the Adapted room and Hotel Detailed Access Guide before booking, these can be found on the AccessAble website.
By booking an adapted room online, you confirm that you’ve checked this hotel’s Detailed Access Guide and you’re happy with its overall suitability for your access needs.
If you need any other accessibility provisions, you must contact the Assisted Travel Team, who can arrange airport assistance, accessible transfers and more. Please do this as soon as possible after booking and no later than 48 hours before travelling.
If you don’t let our team at TUI know about any accessibility requirements, it might mean that the destination teams are unable to meet your requests.
For any more information, please call our Assisted Travel Team on 0800 145 6920.
Will a fridge be available for me to store any medication?
It usually depends on the type of room you're booking as to whether there's a fridge available - if you'll need to store any medication, contact us to check before you book your holiday. If you've already booked your holiday, please still call us and we'll check for you. Sometimes, fridges will be available at a charge.
If there isn't a fridge included with your room type, we can add a request to your booking, but unfortunately this isn't guaranteed.
If the hotelier isn't able to meet the request, they'll make sure a fridge is available - usually in reception or in the kitchen - to store medication, 24 hours a day.
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