What are my rights if my package holiday goes wrong?

Under the Package Travel Regulations 2018, the organiser must put things right or compensate you. You're also entitled to a price reduction for any period where services weren't provided as agreed.

Can I get a refund if my holiday is cancelled?

Yes. The organiser must offer a full refund within 14 days of cancellation. You may also be entitled to additional compensation unless the cancellation was due to extraordinary circumstances.

What is ATOL protection?

ATOL protects you if your air travel company collapses. You'll get a refund or be brought home if you're already abroad. Look for the ATOL certificate with your booking.

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Common Airbnb Complaints

Holiday Not As Described

Compensation for misrepresentation

Accommodation Problems

Dirty, wrong room, or unavailable

Booking Cancelled

Full refund plus compensation

Price Increase After Booking

Challenge unfair price changes

Laws That Protect You

Package Travel Regulations 2018

Protection for package holidays including compensation for significant issues.

Regulation 15Regulation 16

Consumer Rights Act 2015

Travel services must be performed with reasonable care and skill.

ATOL Protection

Financial protection for air package holidays if company fails.

Tips for Airbnb Complaints

Document everything with photos and videos
Report problems to the rep immediately and get written confirmation
Keep all receipts for expenses caused by issues
Package holidays have stronger protection than DIY bookings
Check if your booking is ATOL or ABTA protected

If Airbnb Doesn't Respond

1
Travel Company
Allow 14 days
Contact the travel company's customer service team directly
2
ABTA / ATOL
If your booking is ABTA/ATOL protected, escalate through their dispute resolution scheme
Visit website
3
ADR Scheme
8 weeks
Many travel companies subscribe to an ADR scheme; check their T&Cs
4
Small Claims Court
File a claim for up to £10,000 if resolution fails
Visit website

Contact Emails

support@airbnb.com

Customer Service

legal@airbnb.com

Complaints

Expected Response Time

28 days

Travel companies should respond within 28 days. Package holiday operators have additional obligations under the Package Travel Regulations.

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Frequently Asked Questions

Other Travel Companies

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Airbnb or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.