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Package Holiday Accommodation Not as Described Complaint

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Write a complaint to a tour operator that package holiday accommodation was not as described, with photos, the brochure and compensation.

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Write a complaint to a tour operator that the accommodation was not as described in the package. Inputs I will provide: operator [OPERATOR_NAME], booking reference [BOOKING_REFERENCE], dates [TRAVEL_DATES], description in the brochure [BROCHURE_CLAIMS], what I found [ACTUAL_CONDITIONS], when I told the rep and what was done [REP_REPORT], outcome I want [DESIRED_REMEDY].

The draft must set the brochure claims against the facts in two columns, record when the rep was told on site, and ask for a partial refund and written reply addressing each item.

Gather before drafting: Brochure or website capture from booking time, dated photos, messages with the rep, any move to other rooms, and receipts for extra costs. What I can realistically request: A percentage refund of the holiday price, reimbursement of extra costs, a goodwill voucher, and a recorded complaint against the property. They will often answer: The operator may say the hotel is third party; reply that you booked a package with the operator and ask them to deal with it as the seller [VERIFY your local package-travel rules].

Start by making an evidence index for the package holiday accommodation not as described complaint (exhibit, what it is, what it shows), add a gaps column, and then write the letter and refer to the exhibits. Provide the letter itself together with a short cover note, around 50 words, followed by an escalation ladder if I am ignored (ask the destination rep, then head office, then the national tour-operator scheme), then a list of exhibits (brochure capture, photos, rep messages, receipts). Send it as a PDF and paste the text into the message, and save the sent message with its full headers and do not delete any reply.

Write it as me, an ordinary person, never as a lawyer. Cite no law or deadline I did not supply; use [JURISDICTION] and [RELEVANT_LAW_OR_POLICY_IF_KNOWN] as given, and remind me to check the law with a qualified adviser. Stay calm, plain and courteous, with no threats beyond lawful steps, use only the date in [DEADLINE], and be honest about limits. None of this is legal advice.

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Dear Customer Care,
Booking PH-30991, 12 to 19 July. The brochure promised a sea-view apartment with a pool and kitchen. We were given a ground-floor apartment facing a car park; the pool was closed all week and the cooker did not work. We told your rep, Marta, on 12 July and photos taken that day are attached.
We ask for a partial refund of 40 percent of the holiday price and reimbursement of 85 euros for meals we had to buy. Please reply to each point in writing within 21 days.

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