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Emergency

All-inclusive not honored: services missing, money back

Anyone who books all-inclusive may expect the promised services: certain drinks, meals, restaurants, pool and entertainment. If essential services are not provided or are severely restricted, that is a travel defect, and you can demand remedy and reduce the travel price.

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Your chances of getting your money back

If promised all-inclusive services are missing or are clearly restricted, a travel defect exists. You can demand remedy and reduce the travel price for the duration of the impairment (§ 651m BGB).
What matters is what was specifically booked and described. Small deviations from the brochure must be accepted; essential gaps (closed restaurants, missing drinks) must not.

What you should do now

  1. 1

    1. Compare the booking

    Record which services were promised (booking, catalog) and which were actually missing.

  2. 2

    2. Report the defect on site

    Report the missing services to the tour guide immediately and demand remedy. Document everything.

  3. 3

    3. Secure evidence

    Collect photos of closed restaurants/empty bars, notices and witnesses.

  4. 4

    4. Demand a reduction

    After the trip, assert the reduction for the missing services in writing.

How to spot the scam

  • Essential restaurants or bars were permanently closed.
  • Instead of the promised drinks there was only a heavily reduced selection.
  • The tour guide brushes off the defect notice.

Frequently asked questions

Are missing all-inclusive services a travel defect?

Yes, if essential promised services are not provided or are severely restricted, for example closed restaurants, missing drinks or an unusable pool. Then you can demand remedy and reduce the price (§ 651m BGB).

Must I accept small deviations?

Minor deviations from the brochure (e.g. a different drink brand) generally have to be accepted. Only essential gaps or lasting restrictions justify a noticeable reduction claim.

How do I enforce the reduction?

Report the missing services on site immediately, secure evidence and, after the trip, assert the reduction in writing with the operator. Without an on-site notice the claim can lapse.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.