Why evidence matters
Tourist complaints often become harder to resolve because key evidence is missing by the time the traveller returns home. Photos are not taken, receipts are lost, app messages disappear, names are forgotten and verbal promises are not confirmed in writing.
A clear evidence file helps show what happened, when it happened, who was involved, what was paid and what outcome you are asking for.
Basic evidence to keep for any tourist complaint
- Booking confirmation, reservation number or contract.
- Receipts, invoices, card charges, bank statements or payment references.
- Emails, WhatsApp messages, app messages and booking-platform conversations.
- Photographs or videos showing the issue clearly.
- Names of staff, agents, companies, platforms or providers involved.
- Dates, times, locations and a short timeline of what happened.
- Any written refusal, cancellation explanation, refund decision or complaint reference.
Hotel and booking problems
For hotel, apartment or booking problems, keep the booking confirmation, advertised description, cancellation terms, photographs of the room or property, messages with reception or the platform, payment proof and any refund refusal.
- Photograph cleanliness, damage, missing facilities or unsuitable conditions.
- Save screenshots of the advertised listing and booking terms.
- Ask for any refusal or proposed solution in writing.
- Keep receipts for alternative accommodation or extra costs where relevant.
Car hire complaints
Car hire disputes often depend on condition evidence, timing and payment records. Take photos and videos before driving away and again when returning the vehicle.
- Keep the rental agreement, insurance terms and fuel policy.
- Photograph all sides of the vehicle, wheels, glass, interior, fuel gauge and mileage.
- Keep collection and return documents or app confirmations.
- Save card charges, deposit holds, damage invoices and email explanations.
Holiday rental and deposit complaints
For rental deposit problems, keep check-in and checkout messages, photos of the property, inventory notes, payment proof and any explanation for deductions.
- Take checkout photos before handing back keys.
- Keep proof of the deposit amount and payment method.
- Ask for a written breakdown of deductions.
- Save messages from the landlord, agent, platform or property manager.
Overcharging and service complaints
For restaurant, excursion, taxi, beach club, repair, activity or service complaints, keep the price shown, receipt, payment proof, location, company name and any written communication.
- Photograph price lists, menus, signs or advertised terms where relevant.
- Keep receipts and card transaction records.
- Write down the time, place and name of the provider.
- Save any refusal to refund, correct or explain the charge.
Before you leave Spain
- Take final photographs or screenshots while the evidence is still available.
- Ask for the company’s complaint email or written complaint route.
- Send a short written summary of the issue before memories fade.
- Keep all receipts for extra costs caused by the problem.
- Do not rely only on a phone conversation or verbal promise.
How CostaSure can help
CostaSure helps turn scattered evidence into a clearer complaint structure. It can help organise the timeline, identify missing evidence, summarise the problem and prepare clearer first-stage complaint wording depending on the package selected.
For a wider overview, read the CostaSure Spain Consumer Complaint Guide.
Tourist complaint FAQs
What evidence should tourists keep for a complaint in Spain?
Keep booking confirmations, receipts, card charges, emails, app messages, photographs, names, dates, times, complaint references and any written refusal or explanation.
Should I complain before leaving Spain?
Where possible, raise the issue in writing before leaving and keep a copy. Written evidence is usually stronger than relying only on verbal conversations.
Can CostaSure help after I return home?
Yes. CostaSure can help organise a Spain-related complaint remotely by structuring the facts, timeline, evidence and desired outcome.
Ready to organise your tourist complaint?
Start with the facts, evidence and timeline. CostaSure can help you structure the issue before you escalate.
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