Confirmation
Request a written explanation and use the original booking channel.
Replacement
Check beds, accessibility, area and transport; equivalent does not automatically mean suitable.
Costs
Before accepting, establish who pays transport, any difference and the original refund.
Keep a clear case history
Record times, order references, correspondence participants and decisions already made. Send a specific request without unnecessary personal data. Distinguish a promised remedy from a completed one: replacement arrangements need confirmation and refunds must arrive. When safety is at risk, organise a safe alternative before continuing the dispute.
Related reading
- Checked luggage did not arrive: first actions
- Charged without a booking confirmation: what to do
- A missed connection: checks before buying again
- One hotel message: the details to confirm
Sources and checks for current conditions
Sources accessed on 19 September 2026. References support the stated background and provide checks for changing conditions; suggested scenarios are editorial recommendations, not schedules or commercial offers.