Hotel overbooked or canceled? Your rights
You are standing at reception with your suitcase, and the hotel is overbooked or has 'canceled' your booking? The hotel must answer for this: you are entitled to equivalent accommodation and to reimbursement of your extra costs.
Reach your next steps and the matching ready-made texts in just a few minutes, free of charge:
Demand replacement or refund →Your chances of getting your money back
What you should do now
- 1
1. Present the confirmation
Show your booking confirmation and insist on the promised service or an equivalent alternative.
- 2
2. Document extra costs
Secure receipts for more expensive replacement accommodation, travel costs and other additional expenses.
- 3
3. Demand reimbursement
Demand reimbursement of the extra costs and any damages in writing, from the hotel or the tour operator.
- 4
4. Reclaim the payment
If you already paid and nothing was provided, reclaim the money depending on the payment method, via buyer protection or chargeback or a bank recall.
Frequently asked questions
What am I entitled to if the hotel is overbooked?
You are entitled to equivalent replacement accommodation and to reimbursement of your extra costs (for example, for a more expensive hotel, taxi rides or phone calls). Depending on the case, damages and compensation for uselessly spent holiday time also come into consideration.
Who do I turn to?
If you booked directly with the hotel, the hotel is responsible. For a package holiday, the tour operator is your contact. Document all extra costs with receipts and assert your claims in writing.
Take action now
We put together the ready-made texts and the right places to contact for you.
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.