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Emergency

Defective hotel room: rights on site and afterward

If the hotel room does not match the booking or has defects, you should act immediately. Anyone who reports and documents defects on site has better chances of remedy or a price reduction. For package tours, special rules apply.

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Your chances of getting your money back

For a package tour, you can report defects and demand remedy; if it fails, the travel price is reduced (§ 651m BGB). Prompt notification to the tour guide or operator is important (§ 651o BGB).
For a direct booking with the hotel, general contract law applies: here too you can demand remedy and, for significant defects, reduce the price. Documentation is decisive in both cases.

What you should do now

  1. 1

    1. Report the defect immediately

    Report the defect to the hotel or tour guide at once and demand remedy.

  2. 2

    2. Document

    Take photos and note the date, time, and contact person.

  3. 3

    3. Announce a reduction

    If the hotel does not remedy it, announce a price reduction.

  4. 4

    4. Claim after the trip

    Assert the reduction in writing and within the deadline after returning.

How to spot the scam

  • The defect is not reported on site.
  • Photos and notes as evidence are missing.
  • The deadline for asserting the claim after the trip is missed.

Frequently asked questions

What do I have to do about a hotel defect?

Report the defect on site immediately, for a package tour to the tour guide or operator, and demand remedy (§ 651o BGB). Document the defect with photos and notes. Without prompt notification, the reduction claim can lapse.

How much can I reduce?

That depends on the type and severity of the defect. For many defects there are reference values from case law. Significant impairments such as heavy noise, vermin, or a different room category than booked justify higher rates. There is no flat figure.

Does this also apply to a direct hotel booking?

Yes, then under general contract law. Even with a direct booking, you can demand remedy and, for significant defects, reduce the price. The difference lies mainly in the contact person and in individual deadlines; documentation remains decisive.

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.