Always read the general terms and conditions first on the website you intend to use to book your holiday to verify whether it accepts responsibility in the event of problems.
Don’t be fooled by photographs, read the proposal in detail.
Remember that hotel classifications can differ considerably from country to country.
Always check review websites.
Remember that you don’t have the same level of protection as that offered by package holidays when looking for suitable accommodation yourself.
Preferably pay by credit card. In the event of fraud you can claim back your money from the credit card issuer.
Keep a detailed record of all documentation (screenshots of the accommodation description, booking process, photographs you have made of the accommodation on the spot, etc.) to ensure that you have proof in the event of problems.
Do you have a question or problem in a cross-border context? Is your question in relation to a trader or service provider based in another European Member State? Or, do you have a question about European legislation ?
ECC Belgium is only competent for consumer issues in Europe. For consumer issues in Belgium, you can turn to a consumer organization such as Test-Achats (FR or NL) or a body for alternative dispute resolution.
Do you know your rights? Click ‘no’ if you wish to receive legal advice.
I would like to appeal to ECC Belgium for free legal advice.
Click ‘yes’ to submit your complaint to ECC Belgium. Are you rather interested in information about legal proceedings? Or is your opponent involved in bankruptcy proceedings? Click ‘no’.
You have exhausted all options to resolve the dispute yourself. Sometimes, an amicable solution through mediation is just not feasible. In that case, you could consider initiating legal proceedings. Did the trader go bankrupt or into liquidation? Click here.
Notify the trader as soon as possible about your problem. Clarify your complaint and expectations. You may find it useful to use our template letters. If the trader does not respond to you or the response is not what you were looking for?