Package holiday not as expected

Q: My husband and I recently celebrated our 25th wedding anniversary by taking a trip to Rome. However, far from being perfect and romantic, our holiday proved to be very disappointing.

The hotel was completely different to how it was described in the brochure given to us by the travel agency. It was meant to be luxurious, but it turned out to be basic. We were also given the impression that the hotel was close to the Vatican, but it was 20 minutes' walk away.

The package included excursions to historical sites but these never took place. Moreover, the hotel charged us a supplementary €10 each for breakfast. The agency did not tell us about this. Instead we were given the impression that the room rate quoted was on a bed and breakfast basis. We tried calling the agency's representative several times during the weekend but nobody took our call.

Are we entitled to some form of compensation?

A: According to the Package Travel Regulations, package holidays should be as advertised. Any information should be accurate, not misleading.

Hence, information, such as the type of accommodation, its location and category of comfort as well as pricing of the services purchased, is an integral part of the contract.

The travel agency is liable to provide compensation for differences between what was originally promised and what was in fact provided. You were clearly misled by the information in the brochure and the travel agency appears to be in breach of the package travel contract and should offer compensation.

It is important to lodge your complaint during your holiday. The regulations specify that shortcomings should be immediately notified to the agency's representative, preferably in writing.

If the problem is unresolved during the holiday, it is also advisable to collect all documents relevant to the complaint, such as receipts, photos and videos, and a copy of the complaint lodged.

When complaining, you should also make clear the amount of compensation you are requesting. If your complaint is denied or the agency offers less than you request, your next step is to lodge a complaint with the Consumer and Competition Division or the Malta Tourism Authority for mediation and amicable settlement.