If your online booking doesn’t match reality 

Booking accommodation online is quick, easy and often a core part of the dream getaway you’re planning. But what if you turn up to find there’s a problem? Perhaps there’s no record of your booking, or the fees you’re being charged aren’t what you expected. Maybe the accommodation hasn’t been cleaned or looks completely different to the pictures online. You may not even feel able to stay there due to the condition it’s in.

Online booking sites must not mislead

Accommodation booking sites should comply with consumer protection law when it comes to sales tactics and promotions. That means, among other things, that they should show customers the total price up front so they’re clear on the cost and aren’t stung by hidden charges. Sites should also be transparent about rankings and ‘premium’ listings – making it clear for the customer to see if the money the business earns affects the search results.

How we can help

It doesn’t matter whether you booked through a major site like Airbnb, HomeAway, Booking.com or Expedia, or directly with the accommodation provider. We can help you figure out where you stand and what you can do to resolve things. If the accommodation is abroad, we can explore whether UK law applies. If it doesn’t, we can help you understand whether the terms and conditions of the booking are fair and clear, advise on possible rights to compensation, and suggest next steps. We’ll:

• listen to the problem and explore your refund or cancellation rights
• explain how you might resolve any problems that come up before or during your stay
• suggest ways to resolve the problem so you get the outcome you want