At a glance
What should you do if a dispute arises between you and the operator of your hotel or holiday accommodation following a flagrant breach of the booking terms?
What should you do if a dispute arises between you and the operator or manager of your hotel or holiday accommodation following a flagrant breach of the booking terms?
"This isn't what we booked!"
While on holiday, some tourists unfortunately run into problems with the accommodation or trip they booked. The accommodation might not match the booking description, the facilities might be unsanitary, dangerous or not working, options already paid for might not exist, etc….
What should you do?
If this happens to you, what can you do to solve the problem or get compensation?
- First of all, check the contract terms and the booking description carefully against what you signed with the hotel, travel agency or tour operator. If you're confident you're in the right, first try to find a friendly solution with the hotel or accommodation manager.
- If no solution is found, raise your complaints with the local representative of the tour operator or your travel agency. Contact your travel agency in Belgium and/or your tour operator's complaints department in Belgium and ask them to solve the problem, find an alternative solution, or at least log your complaint (ask for a case number!).
- If no satisfactory solution is found on the spot: gather evidence (photos, videos, witness statements, …) that will be useful if you intend to file a complaint against the rental company or trip organiser once back in Belgium.
The Travel Disputes Commission
It can only step in if the tour operator, travel agency or rental company has signed up to the terms of the Travel Disputes Commission. Check the general terms of the tour operator or travel agency, which are usually found in their brochure or on the order or booking form.
The Travel Disputes Commission has no jurisdiction in a number of cases:
- disputes involving bodily injury;
- disputes concerning travel insurance or assistance not included in the package;
- disputes involving non-contractual liability.
The Travel Disputes Commission can only accept your case if you've sent an official complaint to the rental company or trip organiser within one month of your return (or the departure date, if the trip didn't take place) and you've attempted a friendly settlement within 4 months.
If no agreement is reached, you have one year to lodge an appeal with the Travel Disputes Commission.
Read also:
- How to file a complaint about your trip?
- Booking a trip online: 6 things to watch out for
