In this month’s Q&A we answer some of the common questions we get asked about problems with accommodation and package holiday issues. Read our FAQ about holidays and consumer rights below.
Q: We booked a large luxury family apartment for 10 days as part of a package holiday. When we got there, it was not at all how we expected or like how it was advertised. We were told there was nowhere for us to move to, so we had to stay there. Are we entitled to money back?
Under consumer law, products and services should be as they are described to you. If not, the business should take steps to address the issue. The first thing you need to do is check the terms and conditions of your contract to find out who your contract is with – it could be the owners of the accommodation property itself or the agent from whom you purchased your package. Make a complaint in writing to them, include any photos or evidence to support your complaint. Most agents who sell package holidays have complaint handling procedures which may assist you should this happen to you. If you believe that there is a difference between the price you agreed and the value of the service you received due to the issue, you can look for a reduction in price. You will need to agree with the business on what the reduced price will be.
Q: My booking said all taxes and fees were included. When I went to check out, I had to pay city taxes, should I have been informed?
A: Yes, you should have been told the full price, including these charges, before you paid. Check all the paperwork from your booking and if there are no details provided about these charges then raise the issue with whoever you made the booking with.
Q: When I arrived I discovered my accommodation was overbooked and I was informed that we will now be staying in a different hotel?
A: If you booked it as part of package holiday, your package holiday organiser should organise similar or better accommodation for you. If it is a lower standard than what you paid for, you should get a refund for the difference. If the organisers cannot accommodate you at all, you are entitled to a proportional reduction on the price of your package or if you choose you may be entitled to cancel the rest of your package and seek a refund.
If the booking was made directly with the hotel or booking intermediary, and not as a part of a package holiday, you also should be given similar or better standard accommodation or else receive a full refund. If you are not happy with the alternative accommodation provided you should make a complaint to the hotel or intermediary who you booked with. Remember to do this as soon as possible and take photos to support your complaint.
Q: There was constant noise from the hotel room next door—do I have the right to be moved or compensated?
A: You can make a complaint about the noise; however it will be up to the hotel’s individual policy about moving rooms. If your booking in the hotel is part of a package holiday, get in contact with the provider you booked with and tell them you are not happy. They are responsible for dealing with any issues relating to your booking.
Q: I booked a property online through an intermediary platform. The ad stated the property had a pool. However, upon arrival, I noticed that the pool was actually at the marina area around 500 metres away. Can I get any sort of compensation?
A: You should have been provided with complete and accurate information. If the pool is not part of the hotel complex, you should have been told this. The next step is to make a formal complaint to the accommodation provider and try negotiating a partial refund. If you cannot obtain a refund from the accommodation provider you should contact the intermediary you booked with, and as always try to take photos and other evidence!
Q: Our package holiday included day trips and activities that were not available when we arrived—how do I claim a refund?
A: Make a formal complaint to the package holiday company. You should be entitled to a refund for any parts of the package that were not supplied to you.
Q: I booked and paid for an excursion/tour to an attraction in advance and when I got there I was told the price I paid didn’t include the ticket price of the attractions we were visiting.
A: Check the terms and conditions of your booking. If the terms and conditions say ticket prices are included, then you are entitled to a refund. If you feel that the company may have used misleading advertising, you may be entitled to a refund. Your first step is to send a formal complaint to the company. Remember to get everything in writing and to keep a copy of all your correspondence.
You can find out more information about your consumer rights when travelling in the EU here Travelling in the EU – European Consumer Centre Ireland.
If you cannot resolve your problem with the travel agent, hotel or booking service, you should submit a formal complaint. ECC Ireland has letter templates you can use if you need to submit a formal complaint– Letter Templates – European Consumer Centre Ireland.
If you are unable to resolve your problem with the travel company, you can contact European Consumer Centre Ireland – Contact us – European Consumer Centre Ireland.
If you are in Ireland and the business you have an issue with is also based in Ireland, you should contact the Consumer and Competition Protection Commission (CCPC). More information can be found here The Competition and Consumer Protection Commission.