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        If you have specific questions about bookings, changes or cancellations, please contact our Service Center by telephone (only German speaking staff). Due to the current situation there may be slightly increased waiting times.
        Call +49 (0) 511 / 567 8670
        Opening Times:
        Monday - Sunday 10:00 am - 6:00 pm
        Freunde blicken auf den Bildschirm

        FAQ's about your booking

        Questions about your booking

        Plainly put

        • Can I book my resort without a flight?

          Yes, you can book all resorts without a flight. Just open the search and select "Club only".

        • Special room requests

          Requests concerning a specific room location can be directed to the Service Centre. Please note, however, that any such requests are not legally binding and it might not be possible to realise them. The resort will do everything possible to meet your wish.

        • How secure is the personal information I enter on when booking a holiday/resort?

          To ensure the protection of your personal data, we use the latest Secure Socket Layer technology (SSL). SSL is considered one of the safest means for transmitting credit card information and other sensitive information via the internet. Furthermore, our websites are protected by the Thawte SSL Web Server Certificate. Your personal information is in good hands with us and will be treated absolutely confidentially.

        • Is my booking binding?

          You will immediately receive a confirmation e-mail stating that your booking was received and is binding. Within two to three days, you will also receive a written travel confirmation.

        • How do I effect payment?

          You pay for your holiday by providing your credit card number when entering your booking information or by bank transfer of the amount stated on the invoice. If the date of booking is more than 30 days before your travel date, a down payment of 25% of the total amount becomes due immediately after booking (in case of XTUI tours and top offers, down payment is 40% of the total amount). The remaining balance is due 30 days before departure. In case of any other bookings within 30 days before departure, the total amount is due at the time of booking.

        • What are the credit card fees?

          For payment with credit cards no fees apply.

        • How much luggage can I take with me on my flight?

          The luggage regulations are very different between airlines. In order to avoid unpleasant surprises at the check-in desk, we recommend you read up on the latest luggage regulations beforehand. Customers from Germany can find the relevant information on our My TUI service portal, customers from Austria can visit (both portals are not available in English). You can also check your travel plan, which you receive 28 days before departure.

        • When do I receive my travel documents?

          Your resort holiday is ticketless. All you need is a valid passport. You will not receive travel documents anymore. All the relevant information for your resort holiday can be accessed on our My TUI service portal for German customers or for customers from Austria (both portals are not available in English). More information on ticketless travel can be found here (notavailabe in english). Exception for Egypt: Please carry a printed out flight voucher with you for your flight to and from Egypt.

        • How can I cancel my holiday?

          If you wish to cancel your holiday, please contact the Service Centre. Please refer to our T&C, as cancellation fees may apply.

        • TUI Safety and Crisis Management

          Your safety is our top priority. For this reason, comprehensive and professional safety management is an integral part of our day-to-day operations. However, no absolute safety exists anywhere in the world. Since 11 September 2001, terrorist attacks are also part of the general risks. Naturally, we endeavour to do everything in our power to ensure that you enjoy a pleasant and safe holiday. We believe in the continual improvement of security measures, and our experts evaluate travel advisories and travel warnings issued by the German Federal Foreign Office on a daily basis. If specific safety risks in certain holiday regions exist, we immediately inform our guests of the current situation. Even if no specific danger exists, we generally recommend that our guests check the travel advisory from the Federal Foreign Office prior to the start of their holiday. For the most current information, please call +49 30 5000 2000 or visit For our Austrian customers: Please visit or call 01/531 15 4411.

        • Travel and health

          We recommend consulting a qualified professional regarding vaccinations, relevant infection protection and other preventative measures well in advance of your travel date. You might also want to consult your doctor concerning other medical risks, such as thrombosis.
          Please also refer to general health information for travellers, in particular that provided by health authorities, doctors with experience in travel medicine or tropical medicine, travel medicine information services and the Federal Centre for Health Education.