Accommodation

Accommodation complaints: A simple guide for consumers

When you book somewhere to stay, you should receive the standard of accommodation and service you were promised. This guide explains what to do if something goes wrong with your booking and how your consumer rights apply.

How your booking was made

Your rights depend on whether you booked directly with the accommodation or through a third party website.

If you booked directly, your contract is with the accommodation provider such as a hotel, guest house, cruise line, campsite or theme park resort. This means they are responsible for dealing with problems during your stay.

If you booked through a third party website, the situation can be different. Some websites simply pass your booking to the accommodation, while others sell the stay in their own name. What the website must do depends on its terms and conditions. Some platforms are not responsible for issues with the accommodation itself, so it is important to read their rules before booking.

Common problems people experience

Travellers report a range of issues when staying away from home. These often relate to the quality of the accommodation, missing or broken facilities, or services that were advertised but not available on arrival. Problems can also include unexpected charges, poor customer service, safety concerns, or disputes about cancellations and refunds.

If this happens to you, it helps to keep evidence such as photographs, messages, booking confirmations or receipts. This can make it easier to explain what went wrong.

If you chose a non refundable booking

Many providers offer cheaper prices if you agree to a non refundable booking. If you pick this option and later cannot travel, the provider does not have to return your money. Any refund in this situation is normally a goodwill gesture.

You may want to check your travel insurance, as many policies cover cancellations caused by unexpected events such as illness.

If you are injured during your stay

Injuries are treated differently from standard accommodation complaints. Consumer rights laws do not cover personal injuries, and card protections like Chargeback or Section 75 do not apply to them.

If you are injured, you may need to rely on your travel insurance, as it often covers accidents and medical costs. For more serious injuries, you might need independent legal advice. Some countries require visitors to have insurance before they enter, so it is worth checking this before you travel.

Limited rights when renting from a private individual

If the property is owned by a private individual renting out their own home, consumer protection laws may not apply in the same way.

In these cases, legal advice might be needed, and this could involve costs.

Key things to remember

It can help to check how you booked your stay and to read the accommodation’s terms, especially around cancellations.

Your usual consumer rights apply to the standard of the accommodation, but they do not cover injuries.

Card protections can help with financial disputes but not accidents.

Travel insurance remains one of the most useful ways to protect yourself against cancellations, illness or injuries during your trip.