In 30 seconds
If accommodation or services do not match what was promised, a tourist has several tools: complain at once, document the problem, ask for a price reduction or refund and, for package tours, compensation for a ruined holiday. It matters whether you bought a package or just a room. And it matters to act fast, while still on site.
Package or accommodation only
A package tour usually combines transport, accommodation or other services in one offer and has special rules. Someone who booked only a room in a B&B or hotel is generally protected by the general rules on contracts and consumers.
Complain at once and keep evidence
If the problem arises during the stay, report it in writing to the host or organiser, describing the defect and asking for a remedy. Keep photos, videos, messages and the names of any witnesses. For packages, the traveller must report the non-conformity without delay, as this affects the remedies.
What you can ask for
Where there is a significant breach, you may ask for an appropriate price reduction, termination of the contract and a refund. For package tours, compensation for a ruined holiday is also provided, meaning the distress of not enjoying the holiday. The outcome depends on how serious the facts are and on the evidence.
Accommodation and local rules
For B&Bs and other Campania accommodation, regional and municipal rules on tourist lodging matter. A non-compliant business may increase the host’s liability. It is worth checking the listing and the property’s details.
Out-of-court options
Before going to court you can try to settle with the host or organiser through a written complaint and conciliation. For people living in another EU country, consumer assistance services exist. Also check travel insurance and your payment card terms.
Typical case
A situation that comes up often.
A family books a B&B on the coast for a week online. On arrival the room differs from the photos, there is no air conditioning and the bathroom does not work. The host promises a fix but does nothing. The family wants to know whether they can leave, what to document and whether they can get their money back.
Frequently asked questions
Can I leave mid-stay and ask for a refund?
It depends on how serious the defect is and on the evidence; a written complaint comes first.
How long do I have to act?
Time limits vary by type of contract.
Is the booking platform responsible?
It depends on the platform’s role and terms.
What to bring to the consultation
Booking confirmation and payment; the listing with photos and description; messages with the host or platform; photos and videos of the problem; written complaints; any costs incurred (other lodging, food, transport). The firm does not advise on the law or taxes of other countries.
Read more on this site (in Italian)
Studio Legale Fiorentino, Naples (P.zza Giovanni Bovio 22 and Via Monte di Dio 14), Rome, Bari; consultations also remote. The first meeting is held in Italian only, with no interpreter, and can take place by video call.
Book a consultationMessage on WhatsAppCall 347 5264190
Note: content prepared with the help of artificial intelligence tools; it is not legal advice.