Building noise, inedible food or a filthy pool? If your long-awaited holiday turns into a disappointment, you may be entitled to compensation. Use our free complaint generator to calculate industry-standard reduction rates and create a letter directly to your booking portal Booking.com.
Editorially reviewed on: 05/07/2026
Was the hotel a nightmare and did you have to rebook while you were away? With proper travel credit cards, you can often pay for the 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 cardsBooking a package holiday through major online travel agents such as Booking.com is convenient and popular. But what happens if nothing on arrival matches what was promised in the brochure or listing? If the hotel room is affected by mould, building noise ruins your sleep or the buffet is inedible, you may be entitled to a reduction in the holiday price. In the past, it was often complicated to identify the correct legal contact. Thanks to modern consumer protection rules for package holidays in the UK, the process is now much more consumer-friendly.
In the past, travel portals often rejected complaints with the standard line: "We are only the intermediary, please contact the organiser." In practice, however, many travellers still start by complaining through the portal because it is the easiest route and creates a clear written record. The key point is that your rights usually lie against the package holiday organiser under the Package Travel and Linked Travel Arrangements Regulations 2018, with additional consumer protections under the UK Consumer Rights Act 2015. Use this practical route to save yourself the hassle of searching for the right contact details.
Our calculator is based on industry-standard ABTA guidelines for compensation. These are not binding law, but they provide useful guidance on typical reduction rates for a wide range of holiday problems. Courts, complaint bodies and travel businesses may use similar benchmarks when assessing what is fair. For example, a missing sea view may often justify a 10% reduction, while significant building noise or broken air conditioning may justify a higher percentage of the holiday price. By using our tool, you are claiming realistic amounts that are less likely to be rejected than arbitrary demands.
Payment of the calculated refund (based on industry-standard ABTA guidelines for compensation) is ultimately made by the actual package holiday organiser. Even if you submit the legally valid complaint letter via the intermediary portal (Booking.com), the organiser processes the payment. You should therefore always include your IBAN or bank account details directly in the letter.
Yes, this is extremely important. The legal duty to report the problem on site still applies. You must give the organiser’s local representative or the hotel reception the opportunity to put things right (for example by offering another room or carrying out a repair). If you do not allow a reasonable opportunity to remedy the issue, you will usually weaken your claim for financial compensation afterwards.
Under the Package Travel and Linked Travel Arrangements Regulations 2018 and the UK Consumer Rights Act 2015, consumers should complain as soon as possible after returning, while evidence such as photos and witness statements is still available. Formal limitation periods may apply depending on the nature of the claim, so prompt action is strongly recommended.
Booking.com B.V. is an international booking platform and intermediary for accommodations; the travel service is not operated by them directly. The accommodation contract is usually concluded directly between you and the respective provider. In the event of travel defects, the property owner or operator is frequently the correct party to claim against, and defects should be reported immediately on-site. For cancellations, amendments, or cancellation fees, Booking.com is often the first point of contact. The legal headquarters and jurisdiction of Booking.com B.V. are in Amsterdam, Netherlands.
Our guides and generators are based on a strict review of current UK regulations (such as UK Regulation 261 (UK261)), court decisions and national travel law.
They are developed by Marc (project lead) & team to help travellers enforce their rights against airlines and travel organisers.
Important note: our tools provide self-help guidance for flight delays, hotel problems or train disruption. They do not replace individual legal advice from a solicitor.
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Whether it is a flight delay, hotel problem or roaming trap, our experts have prepared the right guide and template letter for almost every travel niche.