European UnionMy package holiday hotel was significantly worse than described. What remedies do I have?
You may be entitled to a price reduction, compensation for damages, or even cancellation with full refund under the EU Package Travel Directive if your hotel was significantly worse than described.
What the Law Says
The EU Package Travel Directive (2015/2302) gives you strong rights when a package holiday element — like your hotel — falls significantly short of what was promised in the description.
Under the Directive, a 'package' includes pre-arranged combinations of at least two of: transport, accommodation, or other tourist services sold at an inclusive price. If your booking meets this definition, the law applies.
If the hotel provided is 'significantly different' from what was described — for example, missing advertised facilities (pool, sea view, star rating), lower standard, or unsafe conditions — this is considered a 'failure to perform' the contract.
You must notify the organiser without undue delay — and no later than 14 days after the end of the package — about the problem. Failure to do so may limit your rights.
Statutory TextWhere the performance of the package travel contract is significantly different from what was agreed… the traveller shall be entitled to… a price reduction or compensation for damages.
— Directive (EU) 2015/2302, Art. 13(2)
Statutory TextThe organiser shall… reimburse the traveller the full amount paid for the package within 14 days… where the package cannot be performed as agreed.
— Directive (EU) 2015/2302, Art. 12(2)
What to Do
Notify the tour operator or organiser in writing (email suffices) within 14 days of returning home, specifying how the hotel failed to match the description.
Keep evidence: original brochure or webpage description, photos, receipts, and any written complaints made on-site.
Request a price reduction (e.g., 20–50% depending on severity) or full refund if the hotel was fundamentally unsuitable (e.g., no running water, unlicensed, misrepresented category).
If unresolved within 7 days, escalate to your national enforcement body (e.g., UK CMA, German Reiserechtstelle, French DGCCRF) or seek mediation.
As a last resort, file a claim in your home country’s court under Regulation (EU) No 1215/2012 (Brussels I bis), which allows suing the organiser where you live.
Sources
Same Question, Other Jurisdictions
Germany
Ireland
UK
JapanNot legal advice. This article is general information based on publicly available sources, written for educational purposes. Laws change and individual situations vary. Consult a licensed attorney in your jurisdiction before acting on anything you read here. Last reviewed: 2026-06-08.