Frequently asked questions We have developed a number of help topics that will answer any questions you have regarding your holiday.
We have developed a number of help topics that will answer any questions you have regarding your holiday. Please use the above filter to help you find what you're looking for.Most common questions:
I’m on holiday and I’m not happy with my hotel room, what should I do? Report it to the front desk and/or reception of the hotel and make sure your travel representative is aware of the situation. Read more
When I arrived at my resort, staff at reception said I’d been moved to another hotel, what can I do? This depends on the reason for the move, and the standard and location of the alternative hotel. Read more
I’ve been told I have to vacate my room some time before the transfer to the airport, is this right? It’s standard international practice to let rooms from roughly midday to midday. Read more
My hotel doesn’t get good reviews on the internet. Can I cancel my booking and get a refund? If you do want to change or cancel your booking your travel company’s terms and conditions of booking will apply. It's likely that any changes or a cancellation will incur a charge. Read more
I’ve arrived at my accommodation on holiday and it hasn’t been paid for, should I pay for it again? It is entirely up to you. There could be a number of reasons why your hotel hasn’t been paid. First, you should try and contact your accommodation supplier and find out what’s going on. Read more
Building work at my hotel is much worse than previously advised. What should I do? If the building/renovation work is significant in that the noise and dust levels are high and/or a number of facilities are no longer available, you should speak to your travel rep or travel company and they should be able to provide you with a suitable alternative or upgrade subject to availability. Read more
I booked a four-star hotel but on arrival its official classification was three stars, why is this? As standards vary from country to country, travel companies don’t have to use the official classifications that are decided by the local tourist authority. Read more
I’ve arrived at the hotel and found it isn’t up to standard. Can I get an alternative or upgrade? This depends on whether there’s a breach of your holiday contract. If the hotel isn’t as described then you should notify your travel rep or travel company and they should find you an alternative if they can. Read more
My accommodation (hotel, apartment, villa etc.) supplier has gone bust, what do I do? You will need to liaise with your travel company who you made the booking with and they will assist in providing you with alternative accommodation. Read more
I left my hotel and checked into another without informing my travel company, can I get a refund? You are not automatically entitled to a refund for your extra costs. By not informing your travel company of your complaint and intention to change hotels, you did not give your travel company the opportunity to sort the matter out. Read more
I want to complain about my delayed flight, can you help? There's a template letter you can download and send to your travel company or airline directly. Read more
My flight time has changed from the time shown in the brochure/website, is there anything I can do? Brochures are produced many months in advance and the information shown on websites is subject to change. Flight times must therefore be seen as guidelines, which are subject to change as per your travel company’s terms and conditions. Read more
