Frequently asked questions about accommodation services

If the hotel does not correspond to the information provided by the tour operator or if there are shortcomings that have not been announced in advance, the hotel staff or travel guide must be informed immediately. If a complaint is not filed on the spot, the right to later refer to shortcomings is usually lost. If the tour operator or hotel does not correct the situation, a written complaint must be made to the tour operator as soon as possible after the end of the trip, requiring a price reduction on the basis of a service error. German travel package legislation requires a complaint to be made in writing within one month of the end of the journey. Otherwise, the consumer loses the right to make claims. In many other countries, the complaint period is relatively short, usually from one month to a couple of months.

As a rule, the possibility of cancelling a hotel reservation without any charge applies only to a reservation for which it is expressly stated in the contract terms. Before you book online, you should always read the terms and conditions for cancellation. For example, even if you cannot use a hotel stay you have booked, you may still have to pay for it according to the terms of the agreement.