Hotel or holiday booking complaint letter

If your room or holiday wasn't what you paid for, you can ask for a price reduction. Package holidays bought in the EU come with extra protection under the Package Travel Directive.

About you

Your full name

Your email

Your postal address

The company and your case

Company name

Booking reference

Date it happened

Amount you're claiming (€)

What happened and what you want

Describe what happened

One or two short paragraphs is enough.

What you want them to do

Optional parts Offer evidenceOffers photos and the original listing as evidence. Set a reply deadlineAsks for a written answer by a specific date.

Deadline

Say what you'll do if it isn't resolvedFor example, contacting the European Consumer Centre.

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Strengthen your complaint

Report the problem to the hotel or tour rep while you're still there and give them the chance to fix it.
Take dated photos and keep copies of the listing as it looked when you booked.
For package holidays, complain to the organiser who sold you the package, not the hotel.

Questions people ask

I booked through a booking platform. Who do I complain to?

For a room-only booking, the hotel is usually responsible for the stay itself. Copy the platform into your complaint, since many have their own guarantees.

How much of a refund should I ask for?

Ask for an amount that reflects how much of your stay was affected. For example, if the pool was closed for a whole beach holiday, a partial refund is fair. If the room was unusable, ask for the nights affected.

This template and guide are general information, not legal advice. Rules differ between countries. For large amounts or complex cases, talk to a consumer organisation or a lawyer.