FREQUENTLY ASKED QUESTIONS (FAQ)

• You may have tried to sign up too soon. It can take up to 6 days after booking for the system to recognise your booking number. Please try again later.
• If your booking is not confirmed yet, it cannot be linked. In this case, please wait until the booking is confirmed.
• Have you selected the correct hotel and arrival date and entered the reservation number correctly? Please check your travel documents to confirm.
• In rare cases, the booking reference provided to your hotel by your tour operator will not match your reservation number on the booking confirmation. Please contact the hotel to confirm.

Your first name and surname must match the spelling in your booking confirmation. If you provided multiple first names or surnames when booking, you'll need to provide the same ones to register for Select Your Room.

The first name and surname must match the spelling in your booking confirmation. If the main traveller provided multiple first names or surnames when booking, you'll need to provide the same ones to register for Select Your Room.

If you don't see an option to select a room, that likely means it's already too late. There must be at least one day between online selection of the room and the arrival date. You can, however, still reserve a room of your choice during check-in at the hotel if availability allows.

There are several possibilities:

• You've booked a room through your tour operator. In this case, depending on the occupancy, the actual room type will be assigned shortly before arrival. As a result, you can't use Select Your Room for this room. You can ask at the hotel for a possible upgrade to a higher room category.
• There are no rooms in this room category on this floor. Please select a different floor. You can only select a preferred room in the room category you booked.
• There are no vacant rooms in your room category for the selected combination of properties. Please change the selection criteria.

It is currently not possible to make a change online after making a Select Your Room reservation. Please contact the hotel directly.

Online cancellation is currently not possible. Please contact the hotel directly to inquire. The cancellation conditions at the time of booking will apply. If you cancel your travel booking or it is cancelled by the tour operator or the hotel, we automatically delete the corresponding Select Your Room reservation.

PayPal Payments 
Payment by PayPal is possible if the start of the trip takes place within one year from the time of booking. During booking, you will be forwarded to PayPal. Log in there and confirm your payment. You will then be redirected to tui-blue.com and after successfully booking, a booking confirmation page will appear. PayPal payments are free of charge for you as a customer. When paying with PayPal, you give us the right to collect the total amount due from your PayPal account. We take into account the deadlines applicable to your trip and debit your account at the right time.  

Why hasn't my PayPal account been charged? 
For trips that can be cancelled free of charge within 3 days, the deposit will only be due after these 3 days have elapsed. Your account will then be debited in the amount of the deposit. The balance is due 4 weeks before departure, only at this time your account will be debited in the amount of the remaining amount. 

When will my PayPal account be charged? 
At the time of booking, you grant TUI Deutschland GmbH  the right to debit your account for the authorised amount. Your account will not be debited immediately, but only after the free cancellation option has expired (if "3 days free cancellation" applies to the offer) and at the relevant deposit and remaining payment deadlines. 

Does the deposit and final payment also apply to PayPal payments? 
Yes, we will only debit your PayPal account during the deposit and final payment deadlines. 

Why can't I pay with PayPal in the app?  
PayPal is not yet offered as a supported payment method in the BLUE® App and myTUI App. That will change soon. 

Why can't I book a rental car if I want to pay with PayPal? 
Currently, rental cars cannot be included in a PayPal payment. If you select PayPal as the payment method, you can no longer select a rental car on the booking completion page. However, we are working to change that. Until then, you can book a rental car for your booked trip at https://www.tui-blue.com/en/en/rental-car/. 

How does a PayPal payment work?
Simply choose your dream trip, go to the booking completion page, enter the requested information there, and select PayPal as the payment method under "Payment Method." Click or tap "BOOK NOW" and you will be forwarded to PayPal. Here you need to log in with your PayPal account, confirm the total amount of the trip, and complete with "Pay Now". When your booking is successful, you will be directed to a booking confirmation page, where the transaction number of your trip will appear. A booking confirmation will also be sent to the email address provided. 

Why can't I pay for my booking with PayPal? 
The PayPal payment method is currently being introduced and is being tested, so it may happen that PayPal cannot be offered to you at the moment. However, full operation will start in the near future.  

Unfortunately, trips that take place more than one year in the future from the time of booking cannot be paid for with PayPal.
Furthermore, a few destinations are excluded due to PayPal's terms of use. It is, therefore, possible that you will not be offered the PayPal payment method in individual cases.

How do I get my money back if I paid with PayPal but want to cancel my booking? 
If a cancellation occurs, the cancellation conditions will be applied and the amount already paid minus the cancellation costs will be credited to your PayPal account promptly. 

How do I pay for an added insurance policy with PayPal? 
Unfortunately, you cannot currently use PayPal to pay for insurance that has been booked for the trip on tui-blue.com. If you book a trip with insurance and select PayPal as your payment method, only the price of the trip (possibly with flight seat reservation, Flex fare, donation to the TUI Care Foundation) will be authorised at the time of payment and subsequently debited from your PayPal account. The insurance, on the other hand, will be invoiced separately by Allianz. After booking, you will receive an email from Allianz containing an invoice. This must then be paid via bank transfer to the Allianz account shown on the invoice. 
 
Here, too, we are working on making complete billing by PayPal possible in the future. 

How can I use PayPal and where can I find help for the PayPal payment method?
In the PayPal Help Centre, you will find helpful answers on how to use this payment method. Here you can also find answers if payments are rejected by PayPal or if you have problems with your login. 

Please contact the service centre of your respective tour operator by telephone to do this.

TUI UK: +44 (0) 203 451 2688

TUI Belgium/Netherlands: +32 (0) 2 717 86 60

TUI Poland: +48 22 255 04 02

TUI France: +33 (0) 825 000 825

TUI Sweden: +46 (0) 771-84 01 00

TUI Denmark: +45 70 10 10 50

TUI Finland: +358 (0) 303 6000

TUI Norway: +47 67115000

TUI Spain: +34 91 691 82 23

You can use your customer account on the TUI BLUE website to:

• Access your Wish List (all the hotels and offers you've saved) on all devices
• See an overview of your booked trips
• Fill in your address information automatically when you book
• Use the 'Select Your Room' service and check-in online quickly and easily

In the BLUE® App, you have numerous advantages with a TUI BLUE customer account:

• Reserve additional hotel services (e.g. book a table in the restaurant, a fitness course, or room service)
• Fill in your data automatically when you book while signed in on your device
• Post questions and comments on the virtual pinboard and exchange ideas with other guests

If you add your booking to your MY TUI BLUE account, you will benefit from:

• A personalized user experience
• Communication tailored to your stay so that you no longer miss out on important information and offers

No, the TUI BLUE customer account is not mandatory to make a booking, but it is helpful. When you sign in to book your next trip, you will save yourself from having to enter your data again multiple times, including during the online check-in.

The minimum age for creating a customer account is 16 years.

If you are logged in to your account on the TUI BLUE website or BLUE® App, during booking, your travel booking will be automatically displayed in the customer account. This can take up to 24 hours. 

You can also enter your travel booking in the customer account yourself from the TUI BLUE website or the BLUE® App or from 24 hours after booking.

The following bookings can be added to the customer account: All TUI bookings of Northern, Eastern and Central Europe (exception: Western Europe: B, NL, F) in TUI BLUE hotels worldwide and hotel direct bookings in the following hotels: TUI BLUE Bahari Zanzibar, TUI BLUE Falesia, TUI BLUE Fieberbrunn, TUI BLUE Fleesensee, TUI BLUE Grand Azur, TUI BLUE Montafon, TUI BLUE Nam Hoi An, TUI BLUE Palm Beach Palace, TUI BLUE Rocador, TUI BLUE Sarigerme Park, TUI BLUE Schladming, TUI BLUE Sylt.

If you don't see your travel booking, please contact tui-blue@tui.com

Please check your spam folder first. If there is no email confirming the registration, go to the login screen and enter your email address and password. If there is an unconfirmed customer account associated with your email address, simply click the link "Send email again with confirmation link."

In this case, please use the "Forgot Password" function located directly on the login screen. 

To change your password, please click "Change password" within the login screen.

Personal data can be changed in the "My profile" section of the login screen.

In your personal customer account you have the option of deleting the account yourself. To do this, click on “Delete account” in the menu navigation.

Yes. With a MY TUI BLUE account, you can also log in to other platforms connected to the TUI Group such as myTUI on robinson.com or magiclife.com.

It is possible that your TUI BLUE customer account has moved. To access it, please enter your email address in the login area and then create a new password. To do this, click on "Forgot your password" on the login screen. Alternatively, you can also choose to register again.

No. You can use the "Keep me logged in" feature.

Please log into myTUI.

There may be various reasons for this:

• You can only add a booking to your customer account 24 hours after you've booked it
• The trip must take place in the next 6 months for it to be displayed in the customer account 
• If you have made a booking with several rooms, unfortunately only one room can be displayed at the moment due to technical reasons
• You have not booked with a TUI tour operator (e.g. TUI UK&I, TUI Deutschland, or TUI Nordics), on TUI.com or TUI-BLUE.com

The following bookings can be added to your customer account: All TUI tour operator bookings for Northern, Eastern and Central Europe (exception: Western Europe: TUI Belgium, TUI Netherlands, TUI France) in TUI BLUE hotels worldwide and direct bookings in the following hotels: TUI BLUE Bahari Zanzibar, TUI BLUE Falesia, TUI BLUE Fieberbrunn, TUI BLUE Grand Azur, TUI BLUE Montafon, TUI BLUE Nam Hoi An, TUI BLUE Palm Beach Palace, TUI BLUE Sarigerme Park, TUI BLUE Schladming, and TUI BLUE Sylt.

Bookings that you have made via an online travel agency such as booking.com can unfortunately only be added to your TUI BLUE customer account in selected hotels.

If you are unable to see or add your travel booking, please contact us using this form. It may take a few days to process your request. If you are already staying at one of our TUI BLUE hotels, please contact us via the BLUE® App or at reception for the fastest possible assistance.

Yes, you can still add bookings to your account as long as the trip is in the future.

Yes. This is still possible up to 30 days after the arrival date.

Your hotel stay extension must be entered as a separate travel booking via the "Add booking" function.    

Additional services can be booked via the BLUE® App, on site at the reservation desk or with our BLUE® Guides.

In the majority of TUI BLUE hotels the BLUE® App gives you the opportunity to book: a table in the restaurant or a spot in an activity before your holiday.

• Services and extras 24/7
• Spots in the activity programme
• tables at à-la-carte-restaurants

In our family hotels you will be able to register your children into our diversified childcare programme.

You will also find information in the BLUE® App that you won't find anywhere else: opening hours of the facilities, menus, and details about everything in and around the hotel. There are direct contact options and a community wall pinboard where you can chat with other guests or ask questions. Download here.

Hotels and their content are only visible in the app shortly before the hotel opens. Check the app a few days before the opening. Please use the search function in the hotel list to find your desired hotel or region more easily. If you still require help, please contact tui-blue@tui.com.

In every TUI BLUE hotel there are BLUE® Guides who will be happy to help you with your questions. They'd also be are happy to reserve make reservations, book services or print out the weekly programme for you. In addition, there's an Inspiration Desk in almost every TUI BLUE hotel where you can use the BLUE® App for free via installed tablets. You can spend a holiday at TUI BLUE entirely without the BLUE® App - but if you give it try, you will find that it makes your trip so much more convenient and unique.

There are courses activities for which you do not have to register reserve a spot in advance, and those that have a limited number of participants, which you can join with one click via the BLUE® App. In order to make bookings via the BLUE® App, you need a MY TUI BLUE account (please see the section on MY TUI BLUE).

We would like to identify you as our guest in the app in order to make the user experience of the BLUE® App as relevant and interesting for you as possible. In addition, we need to be sure that spots in our restaurants and fitness courses are not taken by people who are not actually our guests. This means more security for you and our hotels.

Creating an account allows you to access your bookings from several devices. You will save time, because you will not have to fill out the booking form for each in app booking, as your personal data (name, surname, room number) will be saved.

You'll find the menu for your hotel in the BLUE® App. If you have further questions about the food and beverages on offer, you can also contact the hotel directly via the app.

All TUI BLUE hotels offer a selection of vegan, lactose-free, and gluten-free meals. You don't have to register for these in advance. If you have celiac disease, please contact the hotel for details.

At each TUI BLUE hotel, you'll find an innovative and delicious selection of vegetarian and vegan food and drinks.

Please contact the hotel directly if you have any food allergies.

In the hotel overview, under the filter "Holiday Type", check the box for the "With dog" option. This will show you all the hotels where dogs are welcome. You can find details on travelling with dogs at the respective hotel page under "Info" in the "A to Z" section.

Hotel standards for accessibility vary. Please check the respective hotel page under "Info" in the "A to Z" section. If you have further questions, you'll also find the contact details for the hotel on the same page.

There are several contact options:

• On each respective hotel page, you'll find the hotel's email address and telephone number
• You can write directly to the hotel via the BLUE® App
• In the MY TUI BLUE portal, you'll find the contact details for the hotel, including a WhatsApp contact option

In most beach destinations, we offer exclusive TUI BLUE excursions that only guests of TUI BLUE can participate in. More details can be found on the respective hotel page or in the BLUE® App.

A TUI BLUE For Two hotel can be booked from the age of 16.

We offer you the option of online check-in at selected TUI BLUE hotels. A few days before your arrival, you will receive a notification from us by email and/or SMS with all the information about online check-in. With just a few clicks, you can check in from the comfort of your own home and save valuable time on your arrival.