Get a Refund for Hotel Not as Described

Complete guide to claiming refunds when hotels don't match descriptions. Learn Consumer Rights Act 2015, package vs standalone bookings, Trading Standards complaints, and dispute resolution.

Quick Answer

Hotels must provide rooms matching descriptions (website, photos, booking confirmation) under the Consumer Rights Act 2015 (reasonable care and skill requirement). If hotel is materially different (filthy, room size misrepresented, advertised amenities missing), you have right to refund or compensation. If booking was part of package holiday, use Package Travel Regs (stronger protections). Standalone bookings (direct or Booking.com, Expedia) allow refund claims for non-performance. Contact hotel first (most refund within 48 hours if claim is valid). Escalate to Trading Standards or online dispute resolution if hotel refuses. Average successful claims: 30-100% refund depending on severity. Keep photos and booking confirmation as evidence.

How to Claim Hotel Refund

1

Document the Breach and Complain Immediately

Take photos/video showing the problem: filthy room, room size differs from description, promised amenities missing (balcony, view, kitchen). Complain to hotel reception immediately (in writing, email). Request refund or alternative room. Most hotels will refund or move you immediately to avoid negative reviews. If hotel refuses, document refusal in writing.

2

Send Formal Refund Claim (CRA 2015)

Email hotel with subject "Formal Refund Request Under CRA 2015." State: (a) what was promised (URL, booking confirmation), (b) what you received (photos), (c) breach of reasonable care (hotel failed to provide service meeting description), (d) refund amount requested. Give 14-day deadline for response. Booking.com/Expedia: also escalate to them; they can pressure hotel.

3

Escalate to Trading Standards or Online Dispute Resolution

If hotel doesn't refund: file Trading Standards complaint (free, local authority investigates). For online bookings: use online dispute resolution (ODR) portal at ec.europa.eu/consumers/odr. Most disputes settle at this stage. If unresolved: claim at small claims court (£100 filing fee). Courts favour consumers when evidence (photos, booking description) shows clear mismatch.

What the Law Says

Consumer Rights Act 2015, s.62 (Reasonable Care)
Services (hotel rooms) must be provided with reasonable care and skill. If hotel fails to match its description or advertised quality, it breaches this duty. Consumer has right to price reduction, repeat performance, or damages.
Unfair Contract Terms Act 1977
Hotel terms excluding liability for poor accommodation are often unfair and unenforceable. Hotel cannot exclude refund rights if room materially differs from booking description.
Package Travel Regulations 2018 (if Applicable)
If hotel was booked as part of package (flight + hotel through tour operator), Package Travel Regs apply (stronger protections). Tour operator/hotel must provide proper performance or offer refund.
Online Dispute Resolution Directive 2013
EU/UK ODR platform free for online booking disputes. Disputes resolved by neutral third-party mediators. Decision binding on both parties (except for very large claims).

Room Filthy or Unhygienic

Room has mold, stains, insects, unwashed sheets. Immediate refund claim justified. Hotel should refund same-day or move you to clean room. If refused: high chance success (trading standards + court).

Room Size or Layout Misrepresented

Booking photo showed spacious double; reality is cramped single or twin. Photo taken from odd angle. Claim damages (30-50% refund) for misleading description. Most booking platforms accept these claims.

Promised Amenities Missing (Balcony, View, Pool)

Booked room with balcony and sea view; room has neither. Promised pool closed for maintenance (not mentioned in booking). Claim refund or compensation. Photo evidence key here; compare booking description to your photos.

Frequently Asked Questions

How much refund can I get for hotel not as described?+
Depends on severity: (a) room unusable (filthy): 100% refund. (b) room minor issues: 20-50% refund. (c) misleading photos: 30-50% refund. Average: 30-60% of total hotel cost.
Can hotel charge cancellation fees if room isn't as described?+
No. If hotel's failure to match description is material (room unusable, amenities completely different), you can cancel without penalty. Any cancellation fee is void under CRA 2015.
What evidence do I need for a refund claim?+
Booking confirmation with description/photos, your photos of actual room (showing difference), email complaints to hotel, screenshots of booking.com/Expedia listing. Most important: your photos showing mismatch.
How long do I have to claim after checkout?+
Legally: 6 years (Limitation Act). Practically: claim within 30 days. After 30 days, hotel may deny claim citing time. Hotels often settle quickly if claim is submitted within 2 weeks of checkout.
Can I claim if I checked out and stayed elsewhere?+
Yes. You can claim: (a) refund of hotel room cost, (b) cost of alternative accommodation if you moved hotels. Provide receipts for alternative accommodation. Court will award damages.
What if Booking.com/Expedia won't help?+
Use ODR (online dispute resolution) portal at ec.europa.eu/consumers/odr. Free mediation service. Most disputes resolved within 30 days. If unresolved: small claims court (£100 filing fee).

Claim Your Hotel Refund

Use FightingBack's Holiday Tool to prepare your refund claim letter.

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