CARBS Which Ways: 6) Hotel compensation
I booked a luxury hotel room for my package holiday, but arrived to find it wasn’t available. I spent the week in a standard room instead. I’ve reported this to my travel agent. Am I entitled to any compensation?
Your holiday was lower in value than the one you booked. This means you should be able to get compensation for your inconvenience and any extra costs incurred.
Contact the customer services department of the company you booked your holiday with by email, letter or via the company website. Make sure to keep a copy of what you send.
Explain fully what went wrong and how much compensation you want. This should be:
If the company refuses to pay compensation or you don’t think its offer is good enough, the Association of British Travel Agents (ABTA) should be able to mediate between you and the company.
If the company isn’t a member of ABTA, look for an Alternative Dispute Resolution (ADR). This is an independent third party who can help you reach a resolution without going to court. Alternatively, if you paid by credit or debit card, contact the Financial Ombudsman who can help.
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