What to do in case of hotel deficiencies? Paradise is far away.

The lake view can only be guessed by eagle eyes, the pool is a waterless hole in the ground, and the buffet upsets the stomach - it's high time for an intervention. We want to discuss what needs to be considered so that the money finds its way back into your wallet.

Sometimes it happens that the selected hotel is overbooked. Annoying, but in this case, the tour operator must provide adequate replacement. Important rules apply: The replacement hotel must be located near the booked accommodation and must not differ in terms of facilities and comfort from the original hotel. In addition, families must not be separated. Be careful if the organizer does not immediately fulfill his obligations, because those who move to another hotel on their own or cancel the trip may end up with additional costs.

One or two insects may also cross your path, but this is generally considered an inconvenience that holidaymakers have to accept. The same applies to the waiting time on site until the right room is assigned to you, or if the staff is not particularly polite. In these cases, there is no relevant travel defect that holds up to a complaint.

It becomes serious when the promised services are not provided. For example, if the sports field is unusable, the pool is not filled, or only a cool breeze blows from the sauna while a sign with the inscription "Out of Order" hangs on the door.

Similar rules apply to noise. Construction noise is often unavoidable. However, this does not release the tour operator from the obligation to warn customers in advance. If a "quiet and relaxing environment" is mentioned, annoying construction noise easily leads to a refund. However, there is a difference if the hotel's location is described as "lively" or "located directly in the center". In this case, street noise and the noise from neighboring clubs or discos must be accepted, whether you like it or not.

In any case, the first point of contact is always the reception. Often, a problem can be resolved with little effort and does not need to be exaggerated, in the interest of all parties involved. If the receptionist has a different opinion than you, the next step is to go to the tour guide.

In many cases, the hotelier is not responsible - for example, in the case of the aforementioned construction noise, as this is the responsibility of the tour operator.

In any case, you should document the situation and secure evidence. Whether it's photos or videos, written records, or even human witnesses. For photos, it would be ideal to display the date from the camera. As for the witnesses, it's best to contact as many affected guests as possible - probably several have eaten from the buffet that caused the stomach problems - and note down their names, phone numbers, and email addresses.

Also, fill out a defect protocol on-site, which you can request at the hotel or access online, and present it to the tour guide for signature. In this case, the more detailed, the better. Do not skimp on details. Mention the water stain measuring 1 x 1.5 meters above the left headboard of the bed. This confirmation will give you a better chance of claiming a refund from the organizer after the holiday.

If your intervention with the tour guide is unsuccessful, you have the option of a price reduction for the trip. However, you must not take too much time: Within a month and preferably in writing by registered mail. Your claim must be clearly formulated - this also means that you must specify the exact amount you are claiming.

The "Frankfurt Table" has often proven to be a helpful guide. It lists which defects can lead to what level of refund. For example, a missing balcony results in a 5 to 10 percent price reduction, a dirty or missing pool is in the range of 10 to 20 percent. If the promised waiter is replaced by a self-service buffet, this also results in a reduction of 10 to 15 percent. Noise during the day allows a reduction between 5 and 25 percent, while noise at night comes to an amount between 10 and 40 percent.

You can access the Frankfurt Table online here.

If the organizer offers you a travel voucher, you are not obligated to accept it. After all, you have the legal right to an actual refund. However, if you redeem such a voucher, you lose any further legal claim, as it seems that an agreement has been reached. Therefore, if the amount of the price reduction does not meet your expectations, do not accept such a voucher offer under any circumstances!

All in all, it is important to remain calm and rely on reasonable communication. Because some mistakes are cleared up faster than a cockroach can move from the bathroom to the balcony.