GermanyWhat can I do if my hotel room does not match the booking?
If your hotel room in a package tour doesn’t match what was promised, you can demand repairs, price reduction, replacement services, or even cancel the trip — and you may claim compensation for extra costs or lost vacation value.
What the Law Says
German law treats package tours (Pauschalreisen) as a single legal contract — meaning the tour operator is fully responsible if any part, including your hotel, falls short of what was promised or reasonably expected.
Under BGB § 651i, the tour operator must provide your package tour free of defects — including your hotel room matching the agreed category (e.g., 4-star), amenities, location, or description. If no specific standard was agreed, the room must still be suitable for the intended use and meet what’s usual and reasonably expected for that type of trip.
A 'defect' includes not just missing features (e.g., no balcony, no AC), but also objectively poor conditions — like unclean rooms, broken facilities, or food quality far below the advertised standard (e.g., a '4-star all-inclusive' serving 2-star meals).
Once a defect exists, BGB § 651k gives you several clear remedies: demand repair (Abhilfe), arrange your own fix and claim reimbursement, request equivalent replacement services, get a fair price reduction, or — in serious cases — cancel the contract and claim damages.
Statutory TextDer Reiseveranstalter hat dem Reisenden die Pauschalreise frei von Reisemängeln zu verschaffen.
— BGB § 651i — German Civil Code
Statutory TextEin Reisemangel liegt auch vor, wenn der Reiseveranstalter Reiseleistungen nicht oder mit unangemessener Verspätung verschafft.
— BGB § 651i — German Civil Code
Statutory TextVerlangt der Reisende Abhilfe, hat der Reiseveranstalter den Reisemangel zu beseitigen. Er kann die Abhilfe nur verweigern, wenn sie unmöglich ist oder unter Berücksichtigung des Ausmaßes des Reisemangels und des Werts der betroffenen Reiseleistung mit unverhältnismäßigen Kosten verbunden ist.
— BGB § 651k — German Civil Code
What Courts Have Said
German courts have clarified how these rights apply in real-world hotel mismatch cases — especially regarding price reductions and what counts as a 'material defect'.
The court confirmed that when a hotel fails to meet its promised star rating or key features (e.g., no sea view as advertised), the price reduction must reflect the actual shortfall — not just a flat percentage, but a proportional calculation based on the value of the missing or defective service.
When an 'all-inclusive 4-star' hotel delivered consistently poor food, dirty rooms, and outdated facilities — effectively matching only a 2-star standard — the court ruled the traveler was entitled to a substantial, proportionally calculated price reduction, not just token compensation.
What to Do
Document everything immediately: take photos/videos of the room, note missing features or problems, and keep receipts for any extra costs (e.g., upgrading to another hotel).
Notify the tour operator or their local representative *in writing* (email or signed note) before leaving the hotel — clearly describe the defect and state which remedy you’re requesting (e.g., repair, replacement, or price reduction).
If they refuse or ignore you, you may arrange your own solution (e.g., book a better room) — but only after giving them a reasonable deadline (unless urgent) and keeping all proof of communication and expenses.
File a formal written complaint within one month of returning home — this preserves your right to claim price reduction or damages under BGB § 651m and § 651n.
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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: June 2026.