Hotel or Villa Not as Described? Your Holiday Accommodation Rights (UK)

The photos promised a sea view and a sparkling pool; you arrived to a building site and a green puddle. When holiday accommodation is not as described, you have rights — whether you booked a package or direct. Here is how to claim.

Package vs direct booking

• Package holiday (accommodation + transport sold together): under the Package Travel Regulations, the organiser is responsible for the whole holiday matching what was sold. Significant problems entitle you to a price reduction and compensation.
• Booked direct (hotel, villa, or via a platform): the Consumer Rights Act 2015 applies — the accommodation must match its description and be of satisfactory quality.

What counts as "not as described"

• Missing or broken facilities you paid for (pool closed, no air-con, no advertised view).
• Serious cleanliness, safety, or maintenance problems.
• A different room, property, or location than booked.
• Overbooking that forces you to a lower-grade alternative.

Do this at the resort

1. Report it immediately to the rep, host, or hotel — give them a chance to fix it, and record that you did.
2. Photograph and video the problems with dates.
3. Keep receipts for any extra costs (e.g. moving to another hotel).

A complaint letter template

Dear [Tour operator / Hotel / Platform],

Re: Booking [reference] — accommodation not as described

I booked [accommodation] for [dates] but it was not as described: [list the
problems, with photos]. I reported this on [date] and it was [not resolved /
partly resolved]. Under [the Package Travel Regulations / the Consumer Rights Act
2015] I am entitled to a price reduction and compensation of £[amount].

Please respond within 14 days. If we cannot agree, I will pursue the matter
through ABTA/ADR or my card provider under Section 75.

Yours faithfully,
[Your name and contact details]

Evidence at the scene is everything. Report problems immediately, document them, and claim a fair reduction afterwards — backed by Section 75 if you paid a deposit on a credit card.