When your hotel falls short of expectations
You arrive at your hotel after a long journey, ready to start your holiday, and find the room is dirty, damp or in poor condition. Stained sheets, mouldy bathrooms, unclean facilities or pest problems can quickly turn a relaxing break into a stressful one.
Fortunately, UK law provides protections in many situations. If you booked a package holiday, you have specific rights under the Package Travel and Linked Travel Arrangements Regulations 2018. You may be entitled to a refund, compensation or both, depending on the circumstances and how you booked.
Your rights depend on how you booked
If you booked a package holiday, where flights, accommodation and sometimes other elements were sold together at one price, you are protected by the Package Travel and Linked Travel Arrangements Regulations 2018. These regulations apply when the holiday was booked with a travel organiser based in the UK or EEA. Under these rules, the tour operator is responsible for making sure all parts of the holiday are delivered as described and to a reasonable standard.
This means if your hotel is dirty, unhygienic or significantly different from what was advertised, the tour operator must put things right. They should offer you alternative accommodation of the same standard or better. If that is not possible, you may be entitled to a price reduction or compensation for the inconvenience.
If you booked the hotel separately, perhaps directly through the hotel website or via a booking platform, your rights are slightly different. You still have protection under the Consumer Rights Act 2015, which requires services to be provided with reasonable care and skill. However, your complaint would be with the hotel or booking platform rather than a tour operator, and resolving it can sometimes be less straightforward. Dealing with international hotels or overseas booking platforms can present additional challenges, including different legal frameworks and potential language barriers.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
What to do while you are there
Acting promptly increases the likelihood of resolving the issue and supports any subsequent compensation claim.
- Report the problem immediately to the hotel reception or management. Give them a chance to move you to a clean room or address the issue. Ask them to confirm the complaint in writing if possible.
- If you booked a package holiday, contact your tour operator's local representative straight away. Their details will be in your booking documents. The rep should try to resolve the problem on the spot, and they are required to provide assistance if things go wrong.
- Photograph and video all issues, such as dirty bedding, mould, insects or broken facilities, to support your complaint later.
- Keep a written record of what happened, including dates, times, who you spoke to and what was said or promised.
- Retain receipts for any expenses incurred due to the accommodation problems, such as cleaning supplies, meals elsewhere or alternative accommodation.
If the tour operator or hotel refuses to help and the conditions are genuinely unacceptable, you may need to find alternative accommodation yourself. Keep all receipts and make clear in writing that you are doing so because the original accommodation was not fit for purpose.
Making a formal complaint when you return
Once you are home, write to the tour operator or hotel with a formal complaint. Include your booking reference, a clear description of the problems, your evidence and copies of any receipts for extra costs. State what outcome you are seeking, whether that is a partial refund, compensation or both. Submit your complaint as soon as possible, as delays can weaken your case.
Most companies have internal complaints procedures and will respond within a set timeframe. If you booked a package holiday and the operator does not resolve your complaint satisfactorily, you can escalate it to ABTA if they are a member. ABTA runs an arbitration scheme that can help settle disputes without going to court, though not all travel companies belong to ABTA.
For holidays booked independently, you may be able to use a chargeback or Section 75 claim through your credit or debit card provider if the service was not as described. Section 75 protection applies to credit card purchases between £100 and £30,000.
If you cannot resolve the matter directly, you can consider taking the case to the small claims court. Citizens Advice can provide guidance on this process and help you understand whether you have a strong case.
For more detail on your consumer rights and how to make a complaint, visit GOV.UK or contact Citizens Advice.
It was disgusting, run down, unhygienic and definately wasn’t anything like their websites.
I have complained via email directly to them. They acknowledged receipt of the email saying that would respond but, as yet, I’ve heard nothing.
Who can I complain to regarding the cleanliness and especially the fact that their websites do not reflect the true nature of the accommodation etc?
Once in omg the room was disgusting. No pillow cases and the pillow disgusting with no stuffing . Toilet pan still had remains of poo in it snd on side of toilet pan wall . Pubic hair in clumps near shower area. Pieces of toilet roll on toilet floor looking used . Door in toilet disgusting covered in filth both sides. Carpet covered in stains . Beasts on ceiling above ceiling slats. Husband and I got bites from bedding . So disappointed. Have emailed 4/5 times they are completely ignoring me . Should not be allowed to supply stay they are filthy yet their photos are lovely. I intend taking this further . Sheer disgrace and ruined our final day of holidays !!
Me and my friend are staying in a 5* hotel in Greece with full pension. Yesterday we took a lunchbox to go to the beach because it was far away from the hotel. Instead of a decent lunch we got moldy sandwiches. But not just a few spots, I mean FULL with mold. The hotel manager was really shocked when he saw it and he said that we would meet again this morning to find a solution. My friend is upstairs sleeping because she wasn’t too well yesterday. I’m waiting for him even if my stomach is not at it finest. I was wondering what could be a good compensation to ask. First of all we are going to ask back the money we had to spend for a lunch because theirs was disgusting. But besides that I don’t know what could be legit. We spend 1100 euros each for a week stay, but since I’ve never been in this situation I don’t want to make it to easy on them (if you could see the picture you’d throw up, really).
After this, she asked me for ID which was scanned, why though I will never know. Its 1 thing to check an ID to make sure its the same person, but then to scan it!! WHY ON EARTH!
Secondly, after taking the remaining the deposit, they proceeded to tell me that there was no room in their "hotel" and that there was a problem, so we were having to move to their sister hotel which was a 25 minute walk away, this was an issue for me as I am not able to walk far distances. After informing the lady on reception on this, she told me that there was a £50 deposit required, via card only. I was not happy with this as this did not say this anywhere when booking.
She then went on the phone and conveniently found a room for us in the original york "hotel" however required a £20 cash deposit, I said that this was not a problem however i wanted a receipt to prove that it had been paid.
Going up to our room, the door took a fair push to open, sticky. There was 2 double beds in the room although there was only 2 of us staying there. They weren't exactly clean but they were OK.
I went into what I could only believe was a en-suite. This was not the case, in there was only a wardrobe and a chest of draws which was only the housing, not fronts, not handles, no rails, hangers, hinges, nothing. The toilet was on the corridor, in the smallest of rooms. With only a toilet, an over flowing bin, 1 roll of toilet roll and the smallest of sinks which had a crack in it. The soap dispenser had no soap in and the hand dryer didn't work.
The curtains in the room were only net, this was not ok as we looked onto the main street and it was light until late, this was difficult to sleep in. The room was like sleeping in a sauna. The windows didn't open very far even with the clasp off.
When going down for breakfast the next morning we was told that there was no breakfast as the hotel didn't offer this service, I said there must be some mistake as we had paid for it when checking in. They then proceeded to tell me that there was a mistake. I showed them the receipt for the card transaction and they said that they were sorry and gave me a "voucher" and told me that the breakfast was at a hotel down the road.
After arriving at the hotel down the road the room for breakfast was full, we got on with this as this must have been a popular hotel in the area. However, breakfast, if you can even call it that, was atrocious! The beans were cold, the eggs weren't cooked, the bacon looked some what fried lightly, still practically pink! The sausages were like cardboard. the hash brows were awful!
The "Fresh" orange seemed diluted!! The yogurts weren't cold, there was no fruit and the bread was hard befo
Which i discovered after going to the loo that it was behind my behind!
The hotel are offering a complimentary upgrade and 30% discount if i stay again, i do not think that this is satisfactory, what are my rights?
I also do not want to stay at the hotel again.
I did not pay for my one night stay.
have just arrived back from Lanzarote family of 5 room has damp in it flaking walls we have all come back full of cold and very bad sore throats my husband had dr out 6 times with dizziness and couldnt walk stand up don't know if related or not.had to have 6 injections.
going to see uk dr Monday.
I want to know please if we can claim anything paid on credit card not with a company.
Also how do i report this hotel it is in a bad state of repair
Thanks ja
Me and my partner at the time went to report it we was told We.d have to wait untill Monday there's no more rooms .we actually belived them so went back to our room to find water pouring Dow. The short wall I was really upset wanted to go home my brother unlawful stepped in and got us moved we saw the rep from jet 2 day after and feel nothing was done I wasn't well at the time had start of depression I actually went on sick when I got home it is now July and I. Still on sick with other issues but that holiday added fuel to the fire I could be loosing my job due to illhealth it was a celerbrateing holiday it was my 50th my partners 50th and my son's 18th he had to share a room with us my son was so upset and discusted with the room he booked himself a flight home on the fourth day us being there when I think of the holiday it Sri makes me upset with the money and energy I waisted being upset nearly everyday I said I wanted to go home my sister and brother in law tryed to make our holiday a nice one I'm grateful to them or I'd of stayed in doors so my son went home
I wanted to stay Indoors my partner kept his distance my sister and brother inlaw had there holiday ruined because of our situation I have pics I can send you
We have heard lots of horror story's about hygiene here and illness
It was on watch dog last nite 12/9/12 and this was the final straw for us as we paid £3300 for this holiday and we now want to cancel are we entitled to a refund as it is clear 1st choice should not be sending people here with such a high rate of illness :(
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