UKMy package holiday hotel was nothing like described. What are my rights?
You have the right to claim compensation or a price reduction if your package holiday hotel was significantly different from what was described, under the Package Travel and Linked Travel Arrangements Regulations 2018.
What the Law Says
The Package Travel and Linked Travel Arrangements Regulations 2018 protect consumers who book package holidays in the UK. These rules give you clear rights when services — like your hotel — fall short of what was promised.
A 'package holiday' means a combination of at least two of the following: transport, accommodation, or other tourist services sold at an inclusive price and covering a period of over 24 hours or including overnight accommodation.
Under regulation 15, the organiser must ensure that all services — including hotel standards, location, facilities, and descriptions — match what was promised in writing (e.g., brochure, website, or booking confirmation). If they don’t, this is a 'failure to perform' or 'improper performance'.
Regulation 16 gives you the right to request remedies without delay: either a price reduction, free replacement services (if reasonable), or — in serious cases — termination of the contract with a full or partial refund.
You must notify the organiser or their local representative 'without undue delay' — usually within 14 days of discovering the problem — to preserve your rights.
Statutory TextThe organiser shall ensure that the travel services included in the package are performed in accordance with the contract.
— Package Travel and Linked Travel Arrangements Regulations 2018, reg. 15(1) — Duty to perform contract
Statutory TextWhere there is a failure to perform or improper performance of the contract, the traveller shall be entitled to… a price reduction… or, where the failure is significant, termination of the contract.
— Package Travel and Linked Travel Arrangements Regulations 2018, reg. 16(1) — Remedies
What to Do
Contact the holiday company’s local representative immediately — or the UK-based organiser if abroad — and put your complaint in writing within 14 days.
Keep evidence: original brochure/website description, booking confirmation, photos, receipts, and written notes of conversations.
If unresolved, send a formal letter before action to the organiser, quoting regulation 16 and specifying your remedy (e.g., £X price reduction or full refund).
If still refused, escalate to ABTA (if member) or make a claim in the County Court — small claims track applies for claims up to £10,000.
Act promptly: while there’s no strict statutory deadline, courts generally expect claims to be brought within 3 months of returning home for best evidence retention.
Sources
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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: 2026-06-08.