Accommodation doesn't match the photos: what to do and how to claim

You arrive at the accommodation and it doesn't look like what you saw when booking. The sooner you act and the better you document, the more options you have for a change or a refund.

What to do on arrival

Document it on the spot

Take dated photos and videos and compare them with the listing. Note what is missing or different.

Tell the host or hotel

Report the problem in writing and through the booking platform, not just verbally, and note the time.

How to claim

Ask for a concrete solution

You can request a room or accommodation change, or a partial or full refund, depending on the platform's policy.

Later claim

If there's no solution, claim to the platform with your evidence and, if you paid by card, ask your bank about a dispute.

A simpler way to check your trip

To review your bookings before leaving, upload your confirmations to AuditorTravel: it flags what doesn't add up with a traffic light (🟢 🟡 🔴) before you travel.

You pay once per trip, it's not a subscription you have to remember to cancel.

👉 Check your booking for free at auditortravel.com.

AuditorTravel is an automated information tool; use it as a guide. The final decision is always yours.