A dream villa in the photos, but in reality mould on the walls, an empty pool or broken heating? If your booked accommodation with Interhome has serious defects, your rights will usually depend on your contract and, where applicable, the UK Consumer Rights Act 2015 and the Package Travel and Linked Travel Arrangements Regulations 2018. Use our free generator to calculate a realistic rent reduction and create a claim letter.
Editorially reviewed on: 05/07/2026
Was the holiday home a nightmare and did you have to rebook locally? With proper travel credit cards, you can often pay for replacement accommodation abroad without extra fees and may also have a useful fallback through the chargeback process if the original provider refuses a refund.
Compare the best free travel credit cardsUnlike a package holiday with flights and accommodation included, a standalone booking of a holiday home or apartment through portals such as Interhome will usually be assessed under the terms of your accommodation contract and, depending on the booking structure, under the UK Consumer Rights Act 2015 and possibly the Package Travel and Linked Travel Arrangements Regulations 2018. In practical terms, the provider must supply the property in the condition that was contractually promised, usually through the listing, description and photos.
If a promised feature is missing, for example the pool is empty despite being advertised as a highlight, or if the use of the accommodation is seriously affected by a defect such as severe mould, building noise or cockroaches, you may be entitled to a price reduction, damages or other remedies. In the UK, the legal basis will usually be the UK Consumer Rights Act 2015 and, where the booking forms part of a package, the Package Travel and Linked Travel Arrangements Regulations 2018. You should not have to pay the full price for accommodation that falls materially below what was promised.
The biggest mistake travellers make is this: they put up with a dirty property for two weeks, leave, and only then ask Interhome for money back. That almost never works. You are expected to act reasonably and give the provider a chance to put things right. You should report the problem without delay to the owner or local agent and ask for it to be fixed. Only if the issue is not remedied, or cannot be remedied at all, for example building noise, do you strengthen your position for a refund claim.
Without evidence, your complaint is weak. Document every problem carefully. Take photos and videos, ideally with the date and time visible. Keep a short written log of the defects and, if possible, ask neighbours or fellow travellers to act as witnesses. Written communication with Interhome or the local owner, for example through the portal or by email, is the best proof that you complained in time.
Strictly speaking, not as binding law. ABTA guidance is often used as a practical benchmark in travel complaints, but the legal position for holiday homes depends on your contract and the applicable UK legal framework. Even so, industry-standard ABTA guidelines for compensation can be a useful reference point when estimating a fair reduction for accommodation defects. That is why our guide figures also draw on these practical benchmarks.
This can be legally tricky and depends on the terms and conditions. Interhome often acts only as an intermediary. Your actual contractual counterparty, and therefore the party potentially liable for the claim, may be the property owner. As a practical matter, however, the first complaint should usually be sent to Interhome, because they often have an internal dispute resolution process or control payments such as deposits. Our PDF is therefore addressed primarily to the portal’s address.
If the property is completely uninhabitable, for example because of severe sewage contamination, no running water or a serious health risk from mould, you may be entitled to treat the contract as terminated and seek a full refund. You may also be able to claim the cost of necessary replacement accommodation.
Interhome is an internationally active holiday home provider with a large portfolio of apartments and villas in Europe and worldwide. Depending on the booking, Interhome may legally act as an intermediary or as a tour operator; this dictates your rights to rectification, price reduction, compensation, or refunds. In the event of defects, such as missing amenities, cleanliness issues, or other discrepancies, you should report them immediately and demand a fix. For cancellations, the contractual cancellation policies apply and should be reviewed for validity. The legal headquarters and jurisdiction of Interhome are in Glattbrugg, Switzerland.
Our generators are based on the review of current decisions and guidance in consumer and travel law.
They are designed to help consumers pursue their rights on an informed and equal footing.
Important note: our tools provide self-help support. They are not a substitute for individual legal advice from a solicitor.
Whether it is a flight delay, hotel defect or roaming trap, our experts have prepared the right guide and template letter for almost every travel niche.