Where to complain?
Bookings made with the establishment
The complaint should, in the first instance, be directed against the establishment. If the complaint is not satisfactorily resolved - before going to court - it is recommended to try to reach an amicable solution through, for example, the intermediation of the European Consumer Centres network or the entities accredited for Alternative Dispute Resolution (ADR).
Booking through Marketplace platforms
Online intermediation platforms are generally not responsible for the information provided by the companies offering tourist accommodation, so they will not be liable for any damages that these may cause to the consumer. In these cases, the complaint must be addressed - in the first place - to the establishment, as it is responsible for the actual provision of the service. If the complaint is not satisfactorily resolved, before going to court, it is advisable to settle the dispute amicably, for example through the ECCNet network or RAL entities. If the complaint is about the inadequate provision of a service offered by the platform, the complaint should be addressed to the platform. For example, an error in the charge made through the platform's payment system, or an error in the availability of a room for the dates selected through the platform.
Reservations between individuals
In these cases, consumer bodies cannot be used for out-of-court dispute resolution, and it is recommended that the dispute be settled amicably between the parties. If an agreement cannot be reached, the parties must go to court, and the European Small Claims Procedure can be used for European cross-border cases up to a value of €5,000. No lawyer is needed and the claim is made using standardised forms, from your own municipality and in your own language.
Related Document
Brochure: Accomodation in Europe
