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Accomodation issues
we know your rights
  • Clear advice from experts you can trust
  • No hidden costs, fixed annual fee
  • No cap on calls

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 Which? Legal 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
Join now
Monday - Friday 8.30am - 6pm (excluding bank holidays in England & Wales)
Our best value advice and peace of mind cover £99 per year £8.25 monthly equivalent
  • Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
  • Get clear guidance on your next steps from experts you can trust
  • Unlimited calls – speak with us as often as you need
  • Cover for your whole household
Meet your experts
James Attew Prior to joining Which? Legal in September 2018, James advised in relation to consumer, commercial, and property disputes at various firms in the South of England See profile
Peter Litchman Peter qualified as a solicitor in 2003 and joined Which? Legal as a legal adviser in January 2007. He advises on all aspects of consumer law, tenancy issues, and neighbour disputes. See profile
Adrian Schwab Adrian joined Which? Legal in June 2017 as a Fellow of the Chartered Institute of Legal Executives. Adrian received his Bachelor in Law degree from the Holborn Law School in 2006. See profile
Meet all the team