Accommodation
What can you do if you have a problem with a hotel, apartment, hostel or other kind of accommodation?
If you have an issue with travel accommodation, you have consumer rights. All kinds of accommodation must adhere to certain standards. This includes hotels, B&Bs, holiday lets, short term apartment rentals, villas, hostels and campsites.
Accommodation must be as described when booking, whether the description was on a website, in a brochure or on an ad. The accommodation must match the quality and standard agreed. It must have all the features promised at the time of booking. You can find more information in our buying services and your rights section.
Your consumer rights and the actions you take to resolve your travel accommodation issues might differ slightly depending on how you booked your accommodation.
- If you book directly with the hotel or accommodation provider, they are responsible for resolving your issue.
- If your accommodation is part of a package holiday, the responsibility lies with the package holiday provider to resolve your issue. Get more information about your package holiday rights.
- If you book with a third party booking platform (booking intermediaries like online booking websites), your contract is with the hotel or accommodation host and you should first try to resolve your issue with them. However, you should also inform the third party booking service, you may need to deal with them to resolve your issue. The third party service will process any refund due to you.
Your first step is to make a formal complaint to the hotel, booking website or travel agent. You can find out how to make a formal complaint in our how to complain to a business section. We also provide complaint letter templates to help you.
Where to make a complaint about travel accommodation in Ireland
Fáilte Ireland handle complaints about hotels, B&B’s, apartments, houses, hostels and any kind of accommodation that is rented for travel or holiday purposes. Contact Fáilte Ireland via their online complaints form.
For other complaints about tourist accommodation in Ireland, your consumer rights apply. You should make a complaint to the business or booking platform, and consider reporting the business to us.
Where to make a complaint about travel accommodation in the EU
If you travel to the EU and have an issue with an apartment you rented, a hotel or any other kind of travel accommodation, you have consumer rights. If the accommodation or platform you booked with is based in the EU, contact the European Consumer Centre Ireland (ECCI) to help resolve your travel accommodation issue. Find out more on their Travelling in the EU website.
What can you do if you have an issue with accommodation you booked through a website?
If you have an issue with accommodation you booked through a booking platform, you should first try to resolve the issue with the hotel or apartment host at the destination. If this does not resolve your issue, you should also let the booking intermediary know as soon as possible.
Keep a record of all your correspondence and take photos to back up your complaint.
It can sometimes be difficult to resolve these issues at your destination. You can still make a complaint to the booking intermediary. If you are still unable to resolve the issue, you can complain to Failte Ireland if your accommodation was in Ireland. If your accommodation was booked directly through a company or hotel/other accommodation provider based in the EU, the European Consumer Centre Ireland may be able to help.
What is a booking intermediary (booking platform)?
You may have found your accommodation on a website or online search. Booking accommodation this way usually means you do not deal directly with the hotel, B&B or apartment owner. These websites are known as booking intermediaries or booking platforms. They can also be apps.
A booking platform is a third-party service you use to book accommodation. They are usually websites or apps where you can see lists of available accommodation options and prices. Some booking intermediaries offer all kinds of accommodation such as hotels, hostels, and apartments. Other booking intermediaries offer only apartments, houses, or rooms in a 'hosts' home.
The booking platform manages the booking and payment with the accommodation. Often, you do not have any contact directly with the hotel or apartment host or owner until you reach your destination.
Your contract for the booking is with the accommodation itself, i.e. the hotel, the person renting the apartment to you, or the B&B owner. Always read the terms and conditions, and any rules or guidelines provided to you. This should be available before you book. You should also check the terms and conditions of the booking intermediary too. There may be restrictions on your booking such as no cancellation policy, which can come with booking through a booking intermediary for a reduced price.
How can you protect yourself when using booking platforms?
- Only make payments through the booking platform - do not pay the accommodation/host directly.
- Keep all communications through the booking platform as much as possible.
- If you have to get keys to enter a rental property, meet the owner at the property. Beware of requests to meet elsewhere or to have the keys sent to you for an additional fee.
- Read the terms and conditions carefully to make sure you are aware of any possible restrictions to your booking due to using a booking platform.
- Find more information on holiday rental scams and what to do if you are scammed on our rental scams page.
What can you do if you have an issue with accommodation you booked directly with the hotel, rental property owner or hostel?
If you booked directly with a hotel, B&B, or hostel then your contract is with them. Your first step is to try to resolve your issue with them directly, as soon as it arises.
If you cannot resolve the issue, you should make a formal complaint to the business. You can do this even after your stay has finished. You can find help to make a complaint in our how to complain to a business section. We also provide complaint letter templates to help you.
What to do if there is an issue in a holiday rental property which you booked directly through the owner
If you rent a holiday home or apartment directly from a private owner, then you do not have consumer rights as this is considered a consumer-to-consumer transaction.
What can you do if your hotel/rental apartment/accommodation booking is cancelled?
If your hotel or rented accommodation booking is cancelled, you are entitled to a full refund. This applies whether you paid a deposit or an advance payment. If you used a booking intermediary, they should notify you of the cancellation and refund you.
Hotel bookings may be cancelled due to overbooking or operational issues. The hotel may offer you alternative accommodation, though they are not legally obliged to do so. This must be of similar or higher standard to what you originally booked. If the accommodation is of lower standard, you are entitled to a partial refund. This applies whether you booked directly or with a booking intermediary. If you booked a package holiday, the package holiday provider is responsible for providing you with alternative accommodation.
Next steps
Do not cancel your hotel or accommodation booking because your hotel or accommodation cannot fulfil it and have asked you to cancel. If you cancel, then the accommodation provider does not then have to offer you a refund or an alternative, even if they asked you to cancel the booking.
If you are left without accommodation due to a last minute cancellation by the provider and must book an alternative yourself, keep your receipts and other documentation. You may be entitled to compensation.
Read the terms and conditions of your booking carefully to see what you are entitled to in the event of a cancellation.
What can you do if your hotel/rental apartment/accommodation booking is not as described?
Your accommodation must be as described when you booked it. You should be provided with accurate information before booking so you can make an informed decision.
If your accommodation is not what you expected based on the information you were provided, first raise the issue with the accommodation provider. If you used a booking intermediary, you should inform them that the accommodation is not as described, as you may need to resolve the issue through them.
If your accommodation is not as was described and paid for, then you are entitled to be moved to accommodation of a similar or better standard, or to a partial refund.
Scenarios where accommodation is not as described
- You booked a holiday rental apartment which you chose because it was specified that there is a lift in the building. You require a lift as you have a mobility issue. When you arrive, there is no lift, and you cannot access the apartment.
- You booked a villa that was described as having air conditioning, but on arrival, the air conditioning is broken.
- The hotel you booked is next to a construction site which is very noisy. You were not informed of this when you booked.
Can the guest cancel an accommodation booking and get their money back?
Cancellation policies for accommodation bookings vary. Check carefully the terms and conditions for cancellation before you book. Check if there is a date you need to cancel by to get a full refund and if the booking will refund deposits in the event of a cancellation.
Some bookings might not be refundable, especially if it was a special offer or was booked very close to the time of your stay so be sure to check the refund policy carefully.
If you book through a booking intermediary or package holiday provider, check their terms and conditions as well as the terms and conditions of the hotel or host of your accommodation.
If you have travel insurance, check your policy to see if it covers you for any money lost if you need to cancel an accommodation booking.
