Building noise instead of sea views? Cockroaches in the bathroom or inedible food at the buffet? If your expensive holiday turned into a disappointment, you may be entitled to a refund under UK package travel law. Use our free complaint generator to calculate industry-standard reduction rates and create a letter to Kuoni (Der Touristik UK Ltd).
Editorially reviewed on: 05/07/2026
Was the hotel a nightmare and did you have to rebook locally? With proper travel credit cards, you can often pay for a replacement hotel 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 cardsAnyone booking a package holiday is not just paying for flights and accommodation, but for a legally protected overall package. If the reality on site differs significantly from the description in the brochure or booking confirmation, this may amount to a lack of conformity under the Package Travel and Linked Travel Arrangements Regulations 2018. In that case, UK package travel law may entitle you to a reduction in the holiday price. The key point is this: you are not asking for goodwill or a gesture of goodwill, but asserting a legally recognised claim against Kuoni (Der Touristik UK Ltd).
To avoid your complaint being rejected straight away by the organiser’s legal department, you must follow one basic rule: report the problem and ask for it to be put right. Inform Kuoni (Der Touristik UK Ltd)’s local representative immediately (often reachable via hotline or during hotel office hours). Important: complaining only to the hotel reception is usually not enough in legal terms, because the hotel is merely a supplier and not your contractual organiser. Give the representative a reasonable opportunity to resolve the issue (for example by moving you to another room). Only if this remedy fails or is refused will you usually have a strong claim for money back.
A missing balcony, broken air conditioning or noise disturbance – how much is that worth? To help answer that question, many travellers and complaints handlers refer to industry-standard ABTA guidelines for compensation.
Although these are not binding law, they are widely used in the UK as a practical benchmark when assessing holiday complaints and price reductions. Our calculator uses these commonly accepted percentage ranges to place a realistic and enforceable claim in your PDF letter.
Was the holiday not just slightly defective, but a complete disaster? If the disruption was so serious that the enjoyment and value of the whole trip were substantially undermined, you may be entitled not only to a refund of part of the holiday price but also to additional compensation for loss of enjoyment. This can apply in extreme cases, such as serious food poisoning caused by the hotel buffet or complete overbooking without suitable replacement accommodation.
Without solid evidence, Kuoni (Der Touristik UK Ltd) will probably refuse payment. Document every problem immediately with photos or videos (including timestamps). Contact details for witnesses (other hotel guests) are also extremely helpful, as is a written record of the problems, ideally signed on site by the resort representative or tour representative.
That is a classic mistake. Under the Package Travel and Linked Travel Arrangements Regulations 2018, you should report the lack of conformity without undue delay to the organiser or its local representative while you are still on holiday. If you simply put up with the problem and only complain to the organiser after your return flight, you will usually weaken your position and may lose part or all of your claim for a price reduction.
Time limits can depend on the booking terms and the nature of the claim. In practice, package holiday claims are often subject to a limitation period of up to six years in England and Wales, but you should check your booking conditions and seek advice where needed. We still recommend submitting your complaint immediately after returning home while evidence and memories are still fresh.
Kuoni (Der Touristik UK) is a premium UK tour operator focusing on luxury and bespoke package holidays. Even if flights and hotels are dynamically combined, the full rights of the Package Travel Regulations generally apply. In the event of travel defects, such as a substandard hotel, proportional refunds based on established compensation guidelines may be considered. Similarly, questions regarding cancellation fees and refunds may arise if you cancel your trip. The legal headquarters and jurisdiction of Kuoni are in Dorking.
Our guides and generators are based on a strict review of current UK and international passenger rights rules, including UK Regulation 261 (UK261), relevant court decisions and UK travel law.
They are developed by Marc (project lead) & team to help travellers enforce their rights against airlines and tour operators with confidence.
Important note: Our tools provide self-help support for flight delays, hotel problems or train disruption. They do not replace individual legal advice from a solicitor.
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