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Shopping · the UK
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, Citizens Advice consumer helpline (0808 223 1133) advises and takes complaints about misleading listings; for a property in another EU country, UK European Consumer Centre (ukecc.net) handles the case for free; Small claims — money claim online (gov.uk) decides the money if the operator refuses.

Call firstCitizens Advice consumer helpline
Report toUK European Consumer Centre
If that failsSmall claims — money claim online

🗣️ 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: Citizens Advice consumer helpline, UK European Consumer Centre, Small claims — money claim onlineConsumer body for misleading listings; ECC for cross-border; the dispute body for the refund.

📇 All contacts

Citizens Advice consumer helplineConsumer rights, complaint letters, referral to Trading StandardsWhen the shop refuses📞 0808 223 1133🔗 www.citizensadvice.org.uk/consumer
UK European Consumer CentreHelp with sellers in the EU, Norway and IcelandSeller is in another European country🔗 www.ukecc.net
Small claims — money claim onlineClaims up to £10,000 without a solicitor (£5,000 Scotland)When advice did not help🔗 www.gov.uk/make-court-claim-for-money
County Court — money claim onlineClaims without a solicitor; up to 3× the deposit if it was unprotectedWhen the scheme cannot help🔗 www.gov.uk/make-court-claim-for-money

❓ 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 Citizens Advice consumer helpline 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 the UK”
  • “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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