Q: This summer, we booked a holiday with a local tour operator. We specifically asked the local agent whether the hotel where we will be staying had a pool.

They confirmed this and it was also mentioned in the brochure. When we arrived at the hotel, we realised it did not have one. We were very disappointed. What rights do we have? Can we claim compensation?

A: The Package Travel, Package Holidays and Package Tours Regulations stipulate that when any material is false or misleading, the organiser must compensate consumers for any shortcomings they suffer as a result.

If the hotel you stayed at did not have the promised swimming pool, you may seek compensation from the organiser. If you suffered inconvenience, you may also claim compensation for such inconvenience.

It was, however, your responsibility to inform the agency about the absence of the swimming pool and ask the agency to rectify the situation while you were on holiday.

If the problem remained unresolved, you should notify the local agent and ask for compensation. If your request for compensation is denied, you may file a complaint with the Office for Consumer Affairs.