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Shopping · Bulgaria
Updated September 2026

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

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, Комисия за защита на потребителите (КЗП) (0700 111 22) advises and takes complaints about misleading listings; for a property in another EU country, Европейски потребителски център България (ecc.bg) handles the case for free; Помирителни комисии към КЗП (kzp.bg) decides the money if the operator refuses.

Call firstКомисия за защита на потребителите (КЗП)
Report toЕвропейски потребителски център България
If that failsПомирителни комисии към КЗП

🗣️ 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

  1. Complain immediatelyTo the reception and in writing. Ask for a fix or an equivalent alternative; give them a few hours.
  2. DocumentPhotos, videos, the listing screenshots, the messages. Dates and times.
  3. Platform resolution centreBooking sites and rental platforms have a dispute route with a short window — use it before you leave.
  4. Price reduction, not silenceAsk for a percentage in writing and keep the answer. Part of the price back is the normal remedy.
  5. Escalate: Комисия за защита на потребителите (КЗП), Европейски потребителски център България, Помирителни комисии към КЗПConsumer body for misleading listings; ECC for cross-border; the dispute body for the refund.

📇 All contacts

Комисия за защита на потребителите (КЗП)Complaints, inspections, fines for tradersWhen the shop refuses📞 0700 111 22🔗 kzp.bg/podavane-na-zhalba
Европейски потребителски център БългарияFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.ecc.bg
Помирителни комисии към КЗПFree procedure; the trader usually settlesAfter a written complaint without a solution🔗 kzp.bg/pomiritelni-komisii
Районен съд — заповед за изпълнениеOrder for payment without a lawyerLast step, with a clear claim🔗 www.justice.government.bg

❓ 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 Комисия за защита на потребителите (КЗП) 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 Bulgaria”
  • “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

✈️Flight compensation→🧳Lost luggage→📦Faulty goods, no refund→🚚Parcel not delivered→

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