Holiday wrecked by terrible hotel: What are my rights?

Travel Tips

Question: Can you advise on a really important holiday to Hawaii that was wrecked by a terrible hotel?

We booked the property in Waikiki through an online agent.

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People are pictured at Waikiki Beach in Honolulu.

The property was not as described, and furthermore was very badly run and in poor condition. What are our rights?

Robert P


Answer: Sorry to hear about your awful experience – it sounds dismal.

I’m afraid to say that I would not have contemplated booking a property for an important holiday through an online agency that is based abroad, as the one that you chose was.

Many such agents are based abroad, making it more of a challenge to get customer service. And while there are some good, recognised firms, I am still circumspect about using them: typically they take 15 percent commission out of the transaction.

I prefer to book direct, so that I can take up any issues direct with the property rather than having third parties involved.

Alternatively, I use a real, human travel agent who I trust to provide expert advice and, in the event of anything going wrong, to fight my corner.

Of course I hope the agency will provide a satisfactory solution to your disappointment. If you are unhappy, then you could take legal action. But in your position I might just put it down to experience.

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