The hotel or holiday rental was not as booked — who do I complain to?
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, ANPC (021 9551) advises and takes complaints about misleading listings; for a property in another EU country, Centrul European al Consumatorilor România (eccromania.ro) handles the case for free; Judecătoria — cerere cu valoare redusă (portal.just.ro) decides the money if the operator refuses.
🗣️ 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: ANPC, Centrul European al Consumatorilor România, Judecătoria — cerere cu valoare redusăConsumer body for misleading listings; ECC for cross-border; the dispute body for the refund.
📇 All contacts
❓ 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 ANPC 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
- ANPC →
- Centrul European al Consumatorilor România →
- Judecătoria — cerere cu valoare redusă →
- Ajutor public judiciar (instanță) / Baroul — asistență gratuită →
🔎 Common searches
Recognise your own search? The answer above covers all of these.
- “hotel not as described complaint Romania”
- “holiday rental complaint refund”
- “booking platform dispute”
- “price reduction hotel not as booked”
- “ECC hotel complaint abroad”
🧭 Is this still correct?
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