Problem with your resort or holiday accommodation
What should you do if you are unhappy with any aspect of your holiday when you arrive in the resort?
Explain the problem to your tour representative and give them the opportunity to move you or put things right.
Raise the problem/s as soon as possible with the holiday company’s representative. Get a complaint form from the representative and make sure you are given copy after filling it in.
In case you need evidence later take photographs or make notes of the problems. Get other holidaymakers who can support you and act as independent witnesses record their names and addresses.
Contact your holiday company when you get home if problems are not resolved satisfactorily while you are on holiday.
Give full details of the problems you experienced and say how they affected you, for example, that the accommodation was not as described to you and that the company has breached its contract with you. Ask for compensation to cover your loss of enjoyment.
If you are not happy with the company’s response send a ‘final letter before action’ stating that if things are not resolved you will take the matter to the Small Claims Court or an independent arbitration scheme (such as the ABTA scheme).
Take your case to arbitration or the Small Claims Court if things are not resolved.