SingaporeThe hotel booked through an agent was misrepresented.
If a hotel booked through a travel agent in Singapore was misrepresented, the agent may be liable under the Travel Agents Act for failing to provide accurate information about the accommodation.
What the Law Says
The Travel Agents Act sets out duties for licensed travel agents in Singapore, including obligations regarding accuracy of information provided to customers about travel services such as hotel accommodations.
Under section 11 of the Travel Agents Act, a travel agent must not, in connection with the provision of travel services, make any statement that is false or misleading in a material particular. This includes descriptions of hotels — such as location, star rating, facilities, or room type — that influence a customer’s booking decision.
If a hotel is misrepresented — for example, advertised as ‘oceanfront 5-star with pool’ but turns out to be a 3-star inland property without a pool — the agent may have breached this duty. The law applies regardless of whether the misrepresentation was intentional or negligent.
Importantly, section 11 imposes strict accountability: it does not require proof of intent or fraud — only that the statement was false or misleading and material to the transaction.
Statutory TextA travel agent shall not, in connection with the provision of travel services, make any statement which is false or misleading in a material particular.
— Travel Agents Act, s. 11 — Prohibition of false or misleading statements
What to Do
Gather evidence of the misrepresentation (e.g., screenshots of the agent’s website or email quoting the inaccurate description).
Contact the travel agent in writing to request correction, compensation, or cancellation with full refund.
If unresolved, lodge a complaint with the Singapore Tourism Board (STB), which oversees travel agent licensing and conduct.
Consider filing a claim in the Small Claims Tribunal if the dispute involves S$20,000 or less (S$30,000 for claims filed from 1 Nov 2023).
Sources
Not 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.