What should I do if a hotel refuses a refund in Spain?

Collect the booking confirmation, cancellation terms, payment proof, messages, hotel response, photos if relevant and a clear timeline. Then prepare a factual written complaint before escalating.

What evidence helps with a hotel refund dispute?

Useful evidence includes booking terms, cancellation policy, payment records, emails, platform messages, screenshots, photos of the accommodation issue, complaint forms and any written refusal from the hotel or platform.

Can CostaSure help with hotel refund complaints?

CostaSure helps organise the timeline, evidence, missing information and first-stage complaint wording before escalation.

Hotel or booking refund problem

Hotel refund refused in Spain?

If a hotel, resort, holiday accommodation provider or booking platform refuses a refund, organise the evidence before escalating. Focus on the booking terms, cancellation policy, payment proof, messages, reason for refusal and the outcome you want.

Start a hotel refund check View hotel complaint checklist

Cancellation refused

Compare the refusal against the booking terms, cancellation deadline, payment record and any written promises made before or after booking.

Poor accommodation

Photos, videos, reception messages and complaint records are important if the refund request is based on condition, cleanliness or missing facilities.

Platform blames hotel

Keep messages from both the platform and the hotel. Record who took payment, who confirmed the booking and who refused the refund.

Evidence to collect before complaining

Hotel refund disputes are easier to structure when the booking, payment and refusal evidence are kept together.

Booking confirmation and reservation number.
Hotel, platform or accommodation provider name.
Cancellation terms and refund policy shown at booking.
Payment proof, receipt or card statement.
Emails, booking platform messages, WhatsApp messages or SMS.
Written refusal or reason given by the hotel or platform.
Photos or videos if the complaint concerns the room, facilities, cleanliness or service.
Any complaint form, reception record or incident report.
The exact refund amount or outcome requested.

Do not rely only on phone conversations

If the hotel or platform refuses a refund, keep the next steps in writing. A clear written timeline with evidence is stronger than repeated phone calls where nothing is recorded.

What to ask for in writing

1. The exact refusal reason

Ask which booking term, policy or factual reason is being relied on.

2. The evidence behind it

Ask for the records, messages, inspection notes or platform decision that support the refusal.

3. The review route

Ask where to send a formal complaint and what reference number should be used.

How CostaSure helps

CostaSure helps turn the refund refusal into a structured first-stage complaint file. It can help organise the facts, evidence, missing information, responsible party and practical wording.

Timeline from booking to refusal.
Evidence review for booking terms, payments, messages and photos.
Missing information list before escalation.
Complaint wording based on your selected CostaSure package.

Start your CostaSure check View fixed-price options