What to do if the booked hotel does not meet expectations?
April 21, 2024 | 30,00 EUR | answered by Fred Kock
Dear lawyer,
My name is Anna Köhler and I recently booked a trip where I was supposed to stay at a specific hotel. Unfortunately, the hotel does not meet my expectations and I am very disappointed.
The situation is as follows: I booked a room at a hotel through an online platform that was rated with four stars and had high customer satisfaction. When I arrived, I found that the hotel was in need of renovation, the room was small and dirty, and the service did not meet the standards of a four-star hotel.
I have already tried to resolve the issue with the hotel staff on site, but my complaints were dismissed and no alternative accommodation was offered to me. I feel very uncomfortable and would like to know what legal options I have to get my money back or receive appropriate compensation.
My concern is that I paid a lot of money for accommodation that does not meet the promised standards and I cannot enjoy my holiday as a result. I would like to know if there are legal actions I can take against the hotel and how best to proceed to enforce my rights.
What options do I have as a dissatisfied customer if the booked hotel does not meet my expectations?
Thank you in advance for your help and support.
Sincerely,
Anna Köhler
Dear Mrs. Köhler,
I understand your disappointment about the situation you are in and regret that your experience with the booked hotel does not meet your expectations. In such cases, it is important to know what legal options are available to you as a dissatisfied customer.
First of all, it is important to mention that consumers are protected by various regulations in travel law. As a consumer, you have the right to the contractual fulfillment of your travel services. This means that the booked hotel must meet the agreed standards, in this case the four-star rating. If the hotel does not meet the agreed standards, there is a defect.
In such a case, as a consumer, you have various options to enforce your rights. First, you should make your complaints in writing to the tour operator or the online platform through which you booked. You should clearly describe the defects you have noticed and which services were not fulfilled. Request appropriate rectification, alternative accommodation, or a price reduction.
If the tour operator or the online platform does not respond to your complaint or offer a satisfactory solution, you have the option to take legal action. In this case, you can demand a reduction in the travel price, compensation, or even withdraw from the contract and request a refund of the amount paid.
It is important to gather all evidence such as photos, invoices, or witness statements to support your claims. I also recommend that you contact a consumer protection agency or a travel law attorney in a timely manner to professionally represent your rights.
I hope this information helps you and that you are able to enforce your rights and receive appropriate compensation. If you have any further questions or need assistance, I am at your disposal.
Best regards,
Fred Kock
Attorney
