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Hotel booking complaint

Hotel or booking complaint in Spain?

If your room, booking, cancellation, refund or hotel service was not as promised, gather the right proof before making the complaint. CostaSure helps structure the facts into a clear first-stage case summary.

Start your CostaSure check View evidence checklist

Evidence to collect

  • Booking confirmation and price paid
  • Hotel name, location, booking reference and stay dates
  • Photos or videos of the room, facilities or issue
  • Messages with reception, the hotel, agency or booking platform
  • Cancellation terms, refund terms or special conditions
  • Receipts for extra costs caused by the issue
  • Any promise of refund, alternative room, discount or compensation
  • Timeline of complaint, response and unresolved outcome

What CostaSure can help with

  • Clarify the exact issue and desired outcome
  • Organise booking and payment evidence
  • Prepare a concise complaint route
  • Identify whether more evidence is needed before escalation

Important point

A complaint is stronger when it links the promise to the evidence. Keep the advert or booking description, then show clearly how the room, service, cancellation or refund handling differed from what was agreed.

How to prepare your case

Write the facts in date order. Keep the language calm and factual. Attach the evidence that proves each key point. Be clear about the outcome you want, such as a refund, correction, explanation, cancellation, repair, reversal of charge or written response.

Useful evidence usually includes contracts, receipts, bank payments, screenshots, photos, booking confirmations, invoices and messages showing what was promised and what happened afterwards.

CostaSure works best when you provide clear facts, dates and documents. If something is missing, the first check can help identify what should be added before you escalate.

Common questions

Quick answers before you prepare your CostaSure check.

What evidence helps with a hotel booking complaint in Spain?

Useful evidence includes the booking confirmation, payment proof, room photos, messages with the hotel or platform, cancellation terms and any refund refusal.

What should I include in a hotel complaint?

Explain what was booked, what was paid, what went wrong, when you complained, how the hotel or platform responded and what outcome you want.

Can CostaSure help with booking platform disputes?

CostaSure can help organise booking evidence, identify weak points and prepare a clear first-stage complaint structure.

Related CostaSure checklists

Other common Spain complaint situations you may want to check before escalating.

Rental Deposit Deposit withheld, unclear deductions or refund delays. Car Hire Damage charges, fuel fees, insurance disputes or card deductions. Reservation Fee Reservation fees, agent disputes or unclear property terms. Tenant Complaint Repairs, damp, access, utilities, deposits or landlord problems. Tourist Complaint Overcharging, refunds, poor service, excursions or transport issues.

View all complaint checklists →

Ready to check your issue?

Submit your case details and evidence. CostaSure will structure the issue, highlight evidence points and give practical first-stage guidance based on the package you choose.

Start your check now

Direct link: https://costasure.com/start.html

This link opens the CostaSure start form from this checklist topic.

Focused guide: hotel refund refused

If a hotel, accommodation provider or booking platform refused a refund, use the focused guide: Hotel refund refused in Spain.

Focused guide: booking cancellation refund

If a booking was cancelled and the refund refused, use: Booking cancellation refund in Spain.