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What if Your Holiday Hotel is Not What You Expected?

By: Sarah Clark (ILEX) - Updated: 28 Jan 2024 | comments

What If Your Holiday Hotel Is Not What You Expected?

If you've arrived at your hotel and found that the description in the brochure bears no relation whatsoever to the hotel you see before you, you have a right to complain.

If you bought the holiday as a package, you have the protection of the Package Travel Regulations, and you can expect the tour operator to do their utmost to put things right as soon as they know you're not happy.

What Should I Do if I Really Can't Stay in The Hotel?

If the hotel is undergoing extensive renovations, the pools are closed and the whole resort looks like a building site, you could argue that the 'quiet' holiday you booked is not being provided - and ask the tour operator (through the rep) for an offer of alternative accommodation.

If there's no way that they can do this for you, and you really can't stay, ask for transport to an airport or station so that you can get home of your own accord. If you have to do this, remember that you can claim reasonable compensation from your tour operator for any extra costs.

Holidays are one of the areas where you can claim for 'lack of enjoyment' if the trip turns out to be a disaster and it's not your fault. If the tour operator did not try to help you, or if they offered you another grotty hotel in place of the one you thought you'd booked - but you decide to stay anyway, you may still be able to claim compensation - either for the difference in the cost of the accommodation you were given, if it was of a lower standard than where you booked, or for disappointment and inconvenience.

If the problems could be blamed on 'unforeseen circumstances' however - such as a hurricane devastating the hotel the day before you arrived, you probably wouldn't be able to claim anything as this is beyond the tour operator's reasonable control!

Who Should I Complain To?

If your holiday was booked as a package, anyone who went on the holiday can complain, and it doesn't have to be the person who booked it.

You should make a complaint to:

The tour operator if you went on a package holiday
The provider of the hotel/accommodation or the transport you had problems with if it was not a package holiday
Your travel agent if your complaint is about services they arranged on top of the package.

What Should I Do First?

You should really make your complaint as soon as possible. If you have a problem while you are away, it helps your case to make a complaint about it while you are there and not wait until you get home.

Take photographs where possible, keep copies of any receipts for extra expenses, and keep a note of any complaint forms you've completed. Always write to the tour operator you are complaining to, even if you previously telephoned. The letter should include as many of the following details as possible:

your invoice and confirmation number, ticket numbers and any other reference numbers
the date of your holiday
how much you paid
what the problems were and the effect they had on your holiday
any brochure or advertisement descriptions you believe were misleading
anything you were told that turned out not to be the case
details of any travel agent
what you would like them to do - a refund or compensation for example
a time limit for a reply
copies of any documents or any photographs that you took of the problems
statements from any witnesses.

Remember that under the Sale & Supply of Goods Act, you are entitled to receive goods (that is, a holiday in this case) which fit their description, and which are suitable for any purpose you made known at the time. So if you ask for a holiday suitable for children, there should be facilities for kids. If you ask for wheelchair accessibility, you should not expect a room on the fifth floor, with a broken lift.

If your hotel is not as it was described, or if the quality and standards are appalling, most of the facilities are being refurbished and there's nothing to do in the evenings despite the brochure advertising an entertainment programme...you have every right to complain!

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Share Your Story, Join the Discussion or Seek Advice..

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I booked a studio hotel room. The description included 2 queen size beds a fully equipped kitchenette, separate seating area with sofas and arm chairs and stunning view of the city(NewYork). When we checked in we were initially given a room with one bed. I returned to reception and asked for the room I had booked so after some receptionist discussion got given another room, this did have 2 beds but nothing else matched the description. No kitchenette, not even a kettle, we had one chair and our view from the third floor was a Plastic surgeon clinic opposite. I returned to reception to ask for the accommodation I had booked and was told they had no such accommodation in the whole hotel that fitted the description that was on their website so I would need to stay in the room allocated. I was provided when I asked for them, a kettle and 2 mugs, one of which was cracked, and a second chair. Am I entitled to a full refund? Finding another hotel mid December in NYC would have been a serious nuisance and eaten into our precious time. The manager offered 2 nights refund as compensation but I don’t feel this is acceptable and feel a full refund is more appropriate despite having actually stayed at the hotel.

Sunshine - 28-Jan-24 @ 10:42 AM

I booked a holiday with a local company who confirmed tome everything had been booked up,and sent an invoice for payment a week before I was due to travel I still had no hotel confirmation I spoke to the agent who stated she was waiting for a upgrade on the property thats why she had not sent it out,later that day she said I had an upgrade in the hotel ,as she still would not give me my hotel conformationI contacted the hotel direct and they stated that there had been no contact from the travel agent regardding my name and booking in my name, I then contactced the agent who said there was a mix up and stated that the hotel was now fully booked Ihad to go a hotle that she offered,the hotel was of a lesser stanadard can I claim any money back

bbee - 27-Apr-20 @ 7:41 PM

Booked package holiday with easy jet holidays room stated Aircon which I have proof of but now say room I booked doesn't have Aircon if I wish to upgrade I must pay more what's your thoughts thanks

Bert - 22-Feb-20 @ 12:16 AM

Booked a holiday on the appeal of all inclusive, and then upon checking the website to see the restaurants it states that 3 of the restaurants 1 of then including open top bar wont be open until June and we a due to travel there in January. This was not stated when booking the holiday on the website/app and if had been I wouldn't haven't booked. False advertising, very disappointed. How can this be amended??

Lilyb94 - 25-Nov-19 @ 7:35 AM

Hi, I would kindly ask for advice. We are a family of four and booked an all inclusive package for an hotel in Egypt. Unfortunately our family trip has been a disaster and I don't know if we are entitled for compensation. Our first room was given at a second floor with no elevator. There was also what seemed to be a fishing hook on the bathroom floor. After complaining, a new room was given but we were asked to wait another night. At the end we had to "remind" them and it seemed a hassle at the end. The first night during the mini disco for small kids, there were a group of young boys ( about 12-14 years old) who started to play aggressively between them, running around and hitting themselves. They hit my 1 year old who was standing besides me, he hits his head and we ended up in the hospital doing a CT because he vomited twice, unfortunately nothing serious at the end. The second night, we had dinner at an hotel restaurant. It was on a second floor but open air. There was a cat who asked for food on all tables, but only accepted meat. The cat seemed to roam around freely in the hotel and seems to have kittens somewhere. Anyway, at the end this cat scratched and bit my 3 years old on the arm. The hotel staff told us to go to the hospital next door. She had to take the Rabies vaccine, the first 3 shots were one each 3 days. These shots had to be taken at the public hospital, each trip was very stressful as the hospital was in very poor conditions, you had contact with people with bad health and there seemed to be no health management. We were afraid to catch something else there as people tried to touch our kids and we could not communicate ourselves in there.She ended up having a mild fever reaction. Additionally, the day after her second shot she had a strong throat infection and the day after the 3th shot she got a stomach infection. All due to the vaccines and/or what I believe, poor preparation of the food as my 1 year old and husband also got stomach infections through the trip. At the end, we almost never used the pool or waterpark and went very few times to the beach and definitely did not enjoy our trip. My 3 years old was the most excited about the trip, since the third day she expressly said she wanted to go back. We complained to the tour operator from the third day and an alternative hotel was searched, but at the end only paying an extra. We even asked about going back home earlier and we also had to buy new plane tickets. After the medical expenses, we could not afford it and we stayed our 10 days to complete our vacations in hell! We are due to go back home tomorrow and we are sad we did not enjoy our trip and that it has cost us a lot of money. Your advice is welcomed!

FCC - 6-Oct-19 @ 3:01 PM

I booked holiday which I understood to be adult only. After booking I noticed the hotel was advertised as being a family hotel I checked my paperwork from my travel agent which clearly shows on the errata that it’s exclusively adult only and no children allowed My travel agent are telling me the paperwork confirming my booking was an admin mistake and won’t refund me the money so I can te book another hotel...advise please

Sunny - 3-Oct-19 @ 8:14 AM

We booked with jet 2 to lanzorte the Hibiscos Apartments... there is no air con in the room which we didn’t know about. You have to pay for the WiFi which I thought was free through the hotel the food isn’t great we have been in our room for the past 4 days as they que from 7.30 for a sunbed think there must be 59 sunbeds for 500 people. We haven’t had our room tidied since was arrived.... I feel like packing my case and going home it’s shocking so avoid this hotel with a passion... I can put up with anything but this place is a joke. Good luck if you ever come here can we make a claim

Ah - 25-Jul-19 @ 10:24 AM

Hi, I booked a holiday for September 2019 with destinations2 going to Dubai. This was for All inclusive package at the JA Lakeview hotel. I had visited the sister hotel JA palm tree Court AI before and could use the facilities of the sister hotel JA Beach. This hotel is newly built and opens 1st September. When I booked the holiday I asked if we could use the restaurants and facilities of the two sister hotels nearby on our All inclusive package. I was assured that we could use all the restaurants and facilities of the sister hotels. Gemma the sales assistant even said that she was recommending the cheapest rooms to clients as they could use all the other hotels. I e-mailed hotel to book restaurants and was totally shocked when they told me I only have deluxe All inclusive and to use other restaurants and bars even in our hotel I would have required to have the Ultra All inclusive. I have spoken with Destinations2 and am awaiting an answer regarding why I was lied too. The conversation was recorded and everything said should be taped. I told them I don’t do buffets as my husband had a stroke and has a left sided paralysis and can’t manage carrying and scooping food onto a plate. I even said I’d cancel but they won’t let me as I’ve paid full balance.

Ellie - 14-Jul-19 @ 1:53 PM

Am at Greenfields hotel in gran canaria.We arrived thurs 13 June 2019 until 23rd we have paid fully inclusive. And have save up for this our first holiday in 5 years. At the min we are very upset as the food is disgusting. Everything is covered in Grease. We have limited money with us so in the first 3 days it has become a strain having to go out for food for the two girls. I tried fri to eat there food and ended up in bed sick. We have asked at reception how0 to contact Jet2 but hey are not at all helpful. Another English family were having the same problem as us. Please can anything be done to help us.

Kim - 16-Jun-19 @ 9:00 AM

Hi, I have booked an all inclusive package holiday through First Choice/Tui for myself, my wife, a 7yr old and a 6 month old. Throughout the whole booking process it was very clear we needed a room suitable for 2 adults, 1 child and room for a cot. Looking at the official hotel website now, 6 weeks the advice for the room we are staying in says very clearly, "In terms of comfort and security of guests an accommodation of three person plus a baby is not allowed, therefore we recommend a larger type of room." Tui are saying it's fine and if we want to upgrade its at our expense and to cancel the holiday its 50% fee due to the time frame before the date of travel. Am I right in thinking that they are at fault by law and should either provide a free upgrade or a full refund on the basis of misselling? I'm not trying to get anything for free, but do not feel comfortable taking my family to a hotel that clearly warns against our party numbers staying in the room. Thanks in advance for any advice. T

Mr T - 23-May-19 @ 6:10 AM

Mr T - 23-May-19 @ 6:09 AM

spent 5 days in albufera all inclusive booked on line through sun master arrived monday room had really bad smell so complained to hotel who said they would look into it the smell seemed to go but returned within a few hours. contacted travel company to complain they told me to go to reception to change rooms. the manager said they were fully booked and no other rooms available.on the wednesday i was ill in bed all day the rest of the group of 8 by friday 6 had all been ill. also other guests had been ill. again complained when i got home about being ill. i got a response saying that the hotel knew about guests being ill and were diagnosed as havingnovorvirus but have just issued an apology which i feel is not good enough for a ruined holiday surely i should be entitled to some compensation for a ruined holiday

john boy - 5-May-19 @ 3:06 PM

We booked a 2 week holiday at a Tenerife hotel with TUI. The description on the brochure was that the hotel rooms were air-conditioned. When we arrived we found that the air conditioning had been turned off. This ruined our holiday as we had to sleep with balcony doors open as it was either too hot or too cold. I did not get a good night sleep throughout the stay, having to get up sometimes as many as 5 times in the night. We reported this to the site rep who offered a trip to a water park in compensation. We refused. On returning to the UK we were offered voucher towards another TUI holiday which we refused. What are our right and can we claim compensation for our spoilt holiday?

dino - 20-Dec-18 @ 4:38 PM

We went to Legoland to celebrate my daughters 1st birthday. The room given to us didn't have heating as the heating was faulty. We reported it three times before we got told that there's no one to help fix it. We asked if we could be giving a different room, but none was available. We got offered extra blankets, and I later asked for radiators to help keep us warm. I complained to the manager in the morning, and she only offered me 20% of the cost of the room, (not the total amount we paid). I thought their attitude was wrong and the offer wasn't good enough - We got treated like we were not welcome and they really couldn't be bothered. It spoilt the memory of my daughters 1st birthday, and I will like to make a claim

Damola - 3-Nov-18 @ 11:51 PM

Booked a 5 night trip to New York through Expedia. When arrived at hotel room I was allocated had black mould growing on wall, room was filthy and smelt musty. Carpets in corridors were filthy and frayed. Complained to manager and got told they could cancel my booking or stay in the room until they had another room available. Had no alternative but to stay as had a 76 year old with me. Moved next day no mould this time but still dirty, peeling enamel in bath, no bath or sink plugs and leaking sink taps. Complained again but with no success. Complained to Expedia and said wanted full refund and £200 compensation for putting my mothers health at risk as she has COPD. Expedia have paid back £200 compensation but refusing to give full refund. They said I should’ve read reviews and when you book through them you are your own travel agent. Hotel won’t deal with me as I booked through Expedia. What can I do next.

Lindsey - 29-Oct-18 @ 8:54 PM

Jet2 changed my accommodation and resort 2 weeks before I was due to leave. It was a family holiday and included ababy 23 monthold. We were booked to stay in La Pineda at the Los Juncos apartments. We booked these apartments and resort because of the facilities for the child and the proximity to the theme park. Because of safety issues which weren't explained Jet 2 gave me the option of going somewhere else or cancelling and getting a full refund. As my party of 5 adults had all booked the time off from work cancelling was not an option so I felt compelled to take the option of changing resort chosen by Jet2.. Jet2 gave me compensation of £200 which was £40 per adult for the inconvenience. The resort and apartmentsthey chose were not suitable for the purpose as there were no play areas for the child and we where across the main road from the reception and pool and above 2 pubs which were very noisy. We incurred extra expenses as we had to pay for transport toget to and fromthe town and the theme park.Can you advise me as to what rights I have.

Big mama - 28-Aug-18 @ 2:48 PM

Hi just wondering if you can help me we booked a family holiday in January for may to Tenerife when we arrived the pool area and snack bar and bar wasn't open it was like a building site and unsafe We took pictures ( I still have these) I'm not happy at what the hotel have come back with, the travel agent hasn't compensated us in anyway. Can I take this to the small claims court.

Gem - 23-Aug-18 @ 11:15 PM

Hello the complain where i need to send to?

Jolanta - 5-Jul-18 @ 11:27 AM

Lee601 - Your Question:

Hi was wondering if you would be able to tell me where I stand I have booked a family holiday with jet 2 holidays to go to new hotel in Portugal Jupiter albuferia. This hotel has not yet opened. We fly on 28th June the hotel opening date keeps moving it now stands at 22nd June but was due to Open in April my concern is that even if it is open people are saying that all facilities will not be open eg all the pools etc if this is the case do we have any rights to ask to change hotel as it will be not as advertised when we booked it. I have emailed jet 2 but they have not responded with a reply

Our Response:

If you arrive at the destination and it's not what you paid for, contact a representative from the holiday company. They may be able to relocate there and then. If not, take lots of photos and record information so that you can make a claim for compensation on your return.

YourTravelRights - 11-Jun-18 @ 2:15 PM

Lee601 - 8-Jun-18 @ 12:43 PM

Hi, please could you give me some advice. I wrote on here on the 25th of May regarding booking a 2 week holiday to the Garcia resort and spa at Olu Deniz. With my husband and granddaughter. I booked it in April last year. Apparantly it is under new management and the reviews on trip advisor are terrible and very worrying. No English speaking staff so unable to communicate. Food cold and chicken not cooked. Bar staff not understanding orders and making weird undrinkable drinks even gave vodka and coke to a child,!!! People being put into promo rooms in staff quarters and being made to pay at least £60 to be put in a room that they had actually booked. Jet 2 wouldn’t refund someone after the rep even could not sort it out with the management even when proving they had booked the room. Bell boy with flicked hair clicking fingers for a tip. and refusing to leave until he got one. Manageris very rude and doesn’t want to know. Management have responded to a few of the reviews saying that the people were liars!!!. It isn’t just the odd few complaints. It is nearly every review. I really don’t know what to do. It is meant to be a 5 star (jet2 rating 4star plus) all inclusive. I have spent a lot of money and saved up hard for this holiday. Now instead of looking forward to it I am stressing. I don’t want to have to complain and take photos etc. I shouldn’t have to even think about that should I? I could have booked somewhere cheaper bed and breakfast or self catering and paid to go out to eat and drink each night. Which is what @ lot of people who have stayed at the hotel have had to do as the food is so bad. Please advise me if there is anything that I can do. Thank you very much .Anne

Badanne - 31-May-18 @ 9:19 PM

I have booked a 2week holiday for July 2018 with my husband and granddaughter with jet2 holidays to the Garcia resort and spa in olu deniz turkey. Meant to be 5 star plus all inclusiveI have been reading reviews and they are terrible many people given wrong rooms or promo rooms facing brick walls and air conditioning units instead of room booked, management not acknowledging booking confirmation or jet 2 confirmation through rep. People had to pay £50 to upgrade and jet 2 won’t refund. Management rude, staff don’t understand English. Food cold and bland not what to expect from 5 star. And they are paying to go out to eat a Few people have mentioned a Bell boy clicking fingers for a tip. Bar staff giving wrong drinks don’t understand how to make them. Management responding to reviews quite rudely stating that people are lying. Please Could you advise what I can do. I am worrying about going now instead of looking forward to it. We have paid a lot of money for this hotel and I could have booked a cheaper hotel and paid to go out and eat each night. Please let me know my rights. Thank you very much.

Badanne - 25-May-18 @ 10:30 PM

Hussain - Your Question:

Hey, I wondered if you could give me some advice. I booked a holiday package with jet2 for a hotel in Mallorca. It was a self catering apartment. Upon arriving there I was missing stuff like kettle, toaster and a cooking facilitie as promised on the package deal. I complained to the hotel who advised me jet2 hadn’t updated there website with there refurbishments. I complained to jet2 24/7 helpline who then sent me somebody the next day late in the evening to resolve my issue. So upon her arrival 45 minutes later she upgraded us to half board and said she can’t get us a self catering apartment today. I refused this offer as I’m Muslim and most of the food catered around was not suitable for me and my family to eat and I needed a cooking facilitie for my sons baby food. She then advised me 15 minutes later the hotel is fully booked up and there is no room available with cooking facilities and she could only upgrade me to half board. Now I spent 6 days out there literally eating chips and fruit for my breakfast lunch and dinner. My son had to eat his breakfast meals for dinner and stuff Aswel, I was left with food I had brought to the holiday to cook which I couldn’t cook and I had to buy more baby food for my son. It was the same food everyday. Do I have a right to be conpensated for them providing me an apartment which wasn’t as described and being given half board which I didn’t even want?

Our Response:

You should make a claim for compensation against the holiday package company. If they do not compensate you, you can take it further via the small claims court.

YourTravelRights - 14-May-18 @ 12:40 PM

Hey, I wondered if you could give me some advice. I booked a holiday package with jet2 for a hotel in Mallorca. It was a self catering apartment. Upon arriving there I was missing stuff like kettle, toaster and a cooking facilitie as promised on the package deal. I complained to the hotel who advised me jet2 hadn’t updated there website with there refurbishments. I complained to jet2 24/7 helpline who then sent me somebody the next day late in the evening to resolve my issue. So upon her arrival 45 minutes later she upgraded us to half board and said she can’t get us a self catering apartment today. I refused this offer as I’m Muslim and most of the food catered around was not suitable for me and my family to eat and I needed a cooking facilitie for my sons baby food. She then advised me 15 minutes later the hotel is fully booked up and there is no room available with cooking facilities and she could only upgrade me to half board. Now I spent 6 days out there literally eating chips and fruit for my breakfast lunch and dinner. My son had to eat his breakfast meals for dinner and stuff Aswel, I was left with food I had brought to the holiday to cook which I couldn’t cook and I had to buy more baby food for my son.It was the same food everyday. Do I have a right to be conpensated for them providing me an apartment which wasn’t as described and being given half board which I didn’t even want?

Hussain - 13-May-18 @ 5:55 PM

We booked an adult only hotel - Le Sante Blu, in Zante. Whist the hotel was beautiful as new, opened May 17.Our holiday was Aug 17, on the first full day of our holiday we were woken up in the early hours, by music from the adjoining room.There was only one adjoining room as we were at the end of the block. It transpired that the guests in that room were not doing anything wrong, but the adjoining walls not adequately sound proofed .The Front House Manager experienced this himself and agreed that it could be a big problem.The rep from Jet2 was made aware from the beginning of the issues, and mid through the first week, we were offered an alternative room in that hotel but the front house manager could not assure us that this problem would not be the same in the new room, therefore we requested to be moved to an alternative hotel or a flight home.In the end we were offered a room in the sister hotel, The Le Sante Hotel & Spa, which is marketed as a family hotel and not adult only or sea facing.As we felt we could not stay in the first hotel, and felt if we did not take up this offer, this would go against us, as Jet2 would potentially say that an alternative had been offered and not taken up. A complaints form was completed and signed by the resort rep, following the Jet2 complaints procedure. On arrival home to the UK, we submitted the form and the reasons for our request for a refund on the grounds of loss of enjoyment, distress, upset and that the 2nd hotel was not what we had booked.To be turned down by Jet2 as they felt that they had fulfilled their obligations at the resort, that the holidays prices change daily due to being on line (which they don't seem to have, as I have been checking this) . We appealed & turned down.We wrote to the CEO, only to be answered by a customer service assist, again no change in their decision, and ABTA. The response was receive from Jet2 on 17/01/18 that their decision remained the same.We now have the option of paying to move it to arbitration, but would like views on whether this is the right place to move to now.The holiday was booked to celebrate my husband's 60th birthday, and was memet to be a holiday to remember as costly, and has turned out to be very memorable but for the wrong reasons.The motto of Jet2, is 'package holidays you can trust' - we dont believe they have fulfilled this at all.

TVO - 18-Jan-18 @ 2:17 PM

Ferret - Your Question:

I recently returned from a holiday at the hideaway at the Royalton, St Lucia. When I booked the holiday the brochure and Thomson staff confirmed the hideaway section only had 94 rooms housed in 2 blocks. When I got there I found there to be 166 rooms housed in 3 blocks. I was in block 3 and this block was outside of the designated "hideaway" zone. I believe I was mis-sold the holiday but Thomson are fobbing me off. Can you help me?

Our Response:

Hopefully you have kept all the details that you were given at the time you purchased the holiday. If the firm are not willing to agree you were missold the holiday/ they misrepresented it, then you might have to take a private legal action.

YourTravelRights - 8-Jan-18 @ 1:58 PM

Ferret - 5-Jan-18 @ 6:35 PM

Char1 - Your Question:

Booked with Thomson all inclusive to San migel hotel Ibiza when we arrived the hotel is actually hotel cartargo no rep when first arrived we are a group of 11 on web site it staits that the rooms would have a double and 2 extra beds this was not the case there was just two double beds in 3 rooms and with a mix of boys and girls not ideal then reception staff rude and not helpful rooms was dirty and dirty towels had to go and buy our own made complaints first day of holiday and nothing got sorted for the whole 11 days we was there when we was having food it was raw from main dining hall and Chinese buffet that cost us more to eat out of hotel was chasing rep all holiday who done nothing to help us not enough beds for all of us and no day time activities for the children age range until the last 4 days of holiday

Our Response:

We hope you took lots of photos and made notes about the hotel staff/holiday rep's inattention to your complaints. If your room wasn't where you booked and wasn't as described, you should be able to claim compensation.

YourTravelRights - 27-Sep-17 @ 3:32 PM

Char1 - 26-Sep-17 @ 6:13 PM

Hi, I booked a holiday and wedding with Thomas Cook 18 months ago.One of the major reasons we chose our hotel was that it had a water park as children will be going.It is a new hotel but all building was supposed to be completed in April.Now, 3 weeks before we are due to travel, we have received an email saying the water park will not be complete. They have said we have the right to change hotel however, this clearly isn't possible due to the fact we have planned a wedding at the hotel and the large number of guests staying at the resort. This is clearly going to affect the enjoyment of the holiday but I also cant cancel due to the wedding. What rights do I have?

Rory - 13-Jul-17 @ 5:38 PM

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