Hotel Booking Disputes

Hotels sometimes accept more reservations than they have rooms, anticipating cancellations. When this happens and you have a valid confirmed booking:

• The hotel must provide you with accommodation of at least equivalent standard, at no extra charge to you.
• If the alternative is more expensive, the hotel (not you) must pay the difference.
• The hotel should pay for transport to the alternative accommodation.
• If you are in a package, your tour operator must resolve the problem — the hotel's individual obligations are less significant than the organiser's duty under the PTRs 2018.

Keep all receipts for any additional costs you incur (taxis, meals while waiting, calls). These are recoverable as damages if the hotel does not voluntarily reimburse them.

Under the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008, it is unlawful for a hotel or booking platform to make false or misleading statements about accommodation. Common complaints include:

• Pool or spa advertised as open but closed during your stay
• Sea view room with no sea view
• Air conditioning advertised but not functioning
• Star rating or cleanliness significantly lower than advertised

Document everything with photographs and written complaints made at the time. A service must be provided with reasonable skill and care and match any description given before the contract was made. If it does not, you may be entitled to a partial or full refund, plus compensation for any losses (e.g., cost of a meal you would not have needed to buy if the restaurant had been open).

When you book through a third-party platform (Booking.com, Expedia, Hotels.com), the contract is typically between you and the hotel, with the platform acting as agent. This means:

• Your primary remedy is against the hotel, not the platform.
• However, platforms have their own dispute resolution processes and often mediate between guests and hotels.
• Some platforms offer a "best price guarantee" or booking guarantee that provides additional protections.

If the platform misrepresented the hotel (e.g., displayed incorrect photos or outdated information), you may have a claim against the platform as well. The Consumer Protection from Unfair Trading Regulations 2008 apply to misleading commercial practices by any trader in the supply chain.

If the hotel or platform does not resolve your complaint satisfactorily:

1. Complain in writing to the hotel's head office or the booking platform's customer service within 28 days of returning.
2. ABTA: If the hotel or booking was part of a package with an ABTA member, use ABTA's ADR scheme.
3. Credit card chargeback: If you paid by credit card and the service was not as described, your card provider can reverse the charge. For purchases over £100, Section 75 of the Consumer Credit Act makes the card provider jointly liable.
4. Small claims court: For claims up to £10,000 in England and Wales.