Hotel complaint — OMIC · Spain

Direct answer

Complain on the spot, in writing (an email to the front desk or the platform counts) and give them a chance to fix it — that is what every later claim requires. Photograph the problem. If you booked through a platform, use its resolution centre within the deadline. Back home, OMIC — Oficina Municipal de Información al Consumidor (consumo.gob.es) advises and takes complaints about misleading listings; for a property in another EU country, Centro Europeo del Consumidor en España (91 822 45 55) handles the case for free; Junta Arbitral de Consumo (consumo.gob.es) decides the money if the operator refuses.

Call firstOMIC — Oficina Municipal de Información al Consumidor

Report toCentro Europeo del Consumidor en España

If that failsJunta Arbitral de Consumo

🗣️ What to say

"Booking [number], arrival [date]. The accommodation differs from the listing: [no sea view / no air conditioning / not clean / smaller]. I ask you to fix this today or move us to an equivalent room. If not, I claim a price reduction of [%] and confirm that in writing."

🪜 Step by step

Complain immediatelyTo the reception and in writing. Ask for a fix or an equivalent alternative; give them a few hours.
DocumentPhotos, videos, the listing screenshots, the messages. Dates and times.
Platform resolution centreBooking sites and rental platforms have a dispute route with a short window — use it before you leave.
Price reduction, not silenceAsk for a percentage in writing and keep the answer. Part of the price back is the normal remedy.
Escalate: OMIC — Oficina Municipal de Información al Consumidor, Centro Europeo del Consumidor en España, Junta Arbitral de ConsumoConsumer body for misleading listings; ECC for cross-border; the dispute body for the refund.

📇 All contacts

OMIC — Oficina Municipal de Información al ConsumidorAdvice, official complaint form, mediationWhen the shop refuses🔗 www.consumo.gob.es/es/consumo/informacion-consumidores

Centro Europeo del Consumidor en EspañaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 91 822 45 55 🔗 cec.consumo.gob.es

Junta Arbitral de ConsumoFree, binding arbitration if the company is signed upAfter a written complaint without a solution🔗 www.consumo.gob.es/es/consumo/arbitraje-consumo

Juzgado de Primera Instancia — juicio verbalNo lawyer needed up to €2,000Last step, with the contract and inventories🔗 www.administraciondejusticia.gob.es

❓ Frequently asked

The rental was cancelled the day before

The platform must rebook or refund and often pays extra costs; keep receipts of the replacement. Package holidays have stronger rules — see that page.

The listing photos were fake

That is a misleading commercial practice — report it to OMIC — Oficina Municipal de Información al Consumidor and the platform; a full refund is arguable.

Can I just leave and get my money back?

Only if the accommodation is unusable and they refuse to fix it. Otherwise stay, document, and claim a reduction.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

“hotel not as described complaint Spain”
“holiday rental complaint refund”
“booking platform dispute”
“price reduction hotel not as booked”
“ECC hotel complaint abroad”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

Your tools for Spain

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · SpainElectricity & gasThe rules that protect you as an electricity and gas customer in Spain, and who to contact. Every fact is checked on an official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 47,000 scam dossiers.

🏨 The hotel or holiday rental was not as booked — who do I complain to?