Cancelling a hotel or flat rental booking: in which circumstances are you entitled to a refund?
A cancelled flight, illness, an unpleasant surprise on arrival… Whatever the reason, you can always cancel a hotel or accommodation booking at short notice. However, this does not mean you will be refunded. Although European regulations harmonise the rules in the short-term rental sector, the conditions for a refund depend on your booking. And if you booked your accommodation via an online platform, it’s best to know who to contact with your claim.
Key points
If you cancel, are you sure you’ll get a refund?
| Flexible booking -> | Refund subject to terms and conditions. |
| Non-refundable booking -> | Generally, no refund available. |
| The hotel cancels the booking -> | Refund is compulsory. |
| The accommodation/room does not meet the agreed standards -> | A refund may be available depending on the loss incurred. |
The accommodation does not match the booking made. What should you do?
When you arrive at your hotel room or accommodation, you realise that it does not match the advert. For example, you have a view of a construction site rather than the Eiffel Tower, or there are unpleasant odours in the room. It may also be the case that the accommodation does not contain the facilities specified in the tenancy agreement. Worse still, you find out on arrival that your booking has not been processed. Whatever the problem, take photos and/or videos to have evidence. Try to find a solution first before leaving the premises and booking alternative accommodation.
Who you should contact depends on the type of problem you’re facing and how you booked.
Booking directly with the hotel or the property owner
If you encounter a problem with your holiday accommodation (a hotel room overlooking the car park rather than the sea, missing facilities, a swimming pool out of order, noise, etc.) that was booked directly with the hotel or the property owner, you should get in touch with them to resolve the issue.
- Contact them and try to reach an amicable solution.
- Depending on the nature of the problem with the accommodation, ask them, for example, to compensate you, carry out the necessary repairs or clean the flat.
- Alternatively, ask them if they have another flat or room available so that the tenancy agreement can continue.
- If not, ask for a price reduction, a credit note for a future stay, or any other solution that might suit you.
Booking via a platform
If you booked via an online platform, don’t hesitate to contact its customer service team as well as the accommodation owner. The booking platform acts as an intermediary and can assist you in your dealings with the owner. You can also report the condition of the accommodation to them.
If the problem relates to the booking itself (the price to be paid is different from the advertised price, the dates of stay are incorrect, a payment method is not accepted, etc.), the platform is directly responsible. You should contact them.
If the problem relates to the accommodation or hotel room during your stay (theft, additional charges, etc.), contact the hotel or the accommodation owner.
Cancelling your booking: under what conditions?
If I cancel my booking, am I guaranteed a refund?
No. Please note that you do not have a right of withdrawal when booking accommodation. You cannot change your mind within 14 days of booking. Your booking is, in principle, firm and final.
If you wish to cancel it, check the cancellation terms in your tenancy agreement. There are several types of booking. Your right to a refund depends on the type of booking you have made.
Flexible booking or non-refundable booking
A flexible booking is one that can be cancelled in accordance with the hotel’s terms and conditions. If you opted for this type of booking, you may be eligible for a refund. Please refer to the hotel’s terms and conditions to find out exactly what your rights are.
Conversely, a non-refundable booking generally does not allow you to get your money back if you cancel your stay. Even if the reasons for your cancellation are beyond your control (illness, death of a relative, etc.), you are not automatically entitled to a refund. It is up to you to negotiate with the owner or hotel to secure a refund or reschedule your stay.
Please note! Even if your booking is changeable, cancellable or refundable, charges may apply.
Can the hotel cancel your booking?
Yes, a hotel can cancel your booking. However, the hotel must refund any sums paid, regardless of the reason for the cancellation or the type of booking.
If you have paid for the booking in advance, this amount is either a deposit or a down payment. If the booking does not specify whether it is a down payment or a deposit, any sums paid in advance are considered a deposit.
When a hotel cancels your booking, there are two possible scenarios:
You had chosen a flexible booking:
- If you have paid a deposit, the hotel must refund you twice the amount of that deposit, subject to the terms and conditions of sale.
- If you have made a down payment, the hotel must only refund the amount of that payment.
- If you have not paid a deposit nor a down payment, the hotel may cancel without compensating you (for example, it is not obliged to rebook you into another accommodation). Check the terms and conditions for further details.
You had chosen a non-refundable booking:
- If you have paid a deposit, the hotel that cancels the booking must refund you twice the amount of the deposit.
- If you have made a down payment, the hotel must refund your deposit and you may claim damages for the loss suffered.
Can the hotel change the price after booking?
No. The hotel cannot unilaterally decide to change the price of the booking, unless this is to the consumer’s advantage.
If it wishes to increase the price of your accommodation, it must seek your consent.
Your refusal is not a valid reason for cancelling your booking.
Who to contact if there is a problem?
If, despite your attempts to negotiate with the hotel, the owner or the booking platform, you are unable to find a solution, you can turn to other points of contact. In the event of an ongoing dispute with an owner, a hotel or a platform based in another European Union Member State, Iceland or Norway, please contact us.
Please note! If you are renting from a private individual who only lets out their property occasionally, you do not have the same rights. Consumer law does not apply. The European Consumer Centre will therefore not be able to help you in the event of a problem with a private individual, even if they reside in another European country.
Theft from my hotel room – what are my rights?
The hotel is presumed liable for items that were in their care (such as those left in the hotel safe, for example).
If the stolen items were in your room, in your care, the hotel’s liability is limited:
- To 100 times the price of one night’s stay for items stolen within the hotel.
- To 50 times the price of one night’s stay for thefts from your car parked in the hotel car park.
You may be entitled to a full refund for stolen or damaged items if you can prove negligence on the part of the hotel or their staff. For example, if your hotel room door did not lock properly, allowing a thief to gain entry.
This depends on the type of booking you made and when you cancel. If you booked your accommodation with a flexible option, you may be able to get a refund – partial or full. However, please check the booking terms and conditions to see how much you can claim back.
You can usually still cancel, but you risk losing the full cost of the booking. It’s better to try to negotiate a postponement of your stay or a credit note with the hotel. Also check the cancellation terms and conditions on your booking.
Yes and no. The platform (Booking, Airbnb, Expedia, etc.) can help you with your dealings with the accommodation owner. For example, it can assist you in cancelling free of charge or amending the booking. However, it is under no obligation to refund you if you cancel your booking outside the contract’s terms.
Yes, in principle they can charge you for any damage caused during your stay. However, they must provide evidence of the amounts claimed, such as photos and invoices. If they cannot produce any paid invoices or proof of the damage, you are not obliged to pay the amount they claim. If you booked via a platform, contact them. Some platforms have insurance cover for this type of dispute.
With short-term rentals, it is rare to carry out an inspection of the property on arrival and departure. It is therefore assumed that you received the property in good condition and must return it in the same state. If you notice any damage on arrival, inform your host immediately and take photos. In the event of a dispute, check whether your insurance covers the costs, particularly through your third-party liability insurance.
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Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.
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