What are my rights in the event of a disappointing holiday?

If your holiday does not meet what the tour operator promised, you are entitled to compensation. You can complain to the tour operator, demand compensation and sometimes even cancel the trip without extra costs. The law protects you well — but you must take action in time.

Last checked: March 2026. Legal information may change — always check the current legislation onwetten.nl.

What does the law say?

Dutch law strongly protects you as a traveler. The most important rules are in Book 7 of the Civil Code, in the articles about package travel. These are the articles surrounding Article 7:500 of the Dutch Civil Code and beyond (check these articles onwetten.nl for the most current version).

A package holiday is a combination of at least two travel services. Think of flight plus hotel, or bus plus holiday park. Do you buy them together from one provider? Then you fall under the protection of the package travel rules.

What exactly does the law regulate? A few important points:

• The trip must correspond to the description. Is "sea view" in the brochure? Then the hotel has a sea view to offer. If not, the tour operator is failing.
• You can expect what is reasonably promised. A five-star hotel must deliver five-star quality. A quiet bungalow should not have a construction site next to it.
• The tour operator is responsible for all components. Even if a hotel or airline makes the mistake, the tour operator is your point of contact.
• You have the right to assistance on site. If something goes wrong, the tour operator must help you find a solution.

The legislation is based on a 2015 European directive on package travel. This was included in Dutch law in 2018. This means that the same basic rights apply throughout Europe.

Note: are you buying a separate flight or just a hotel? Then they do not automatically fall under the package travel rules. You then have less protection. In that case, general contract law applies. You can still complain on the basis of "default" — which means that the other party does not deliver what was agreed. See the Civil Code for the exact provision on this matter.

When does this apply to you?

The package travel rules apply to you if you meet a few conditions. Please check this before taking action.

You have booked a package holiday. This means: at least two travel services booked together with one provider. Consider an all-inclusive booking with a tour operator such as TUI, Corendon or Sunweb. But a combination deal via a website also often counts.

The trip did not live up to what was promised. A few practical examples:

• The hotel was described as "right on the beach", but turned out to be an 800 meter walk.
• The swimming pool was closed for maintenance, but this was not reported in advance.
• The room was dirty, damaged or much smaller than in the photos.
• The hotel did not offer children's entertainment even though this was expressly promised.
• There was construction noise right next to the hotel.
• A flight was delayed or rebooked for a long time without good reason.

You have reported the complaint. This is crucial. You should report any problems as soon as possible — preferably on site, directly to the tour guide or through the tour operator's customer service department. Are you waiting too long? Then the tour operator can later say that he was not given a chance to resolve the matter.

The damage is more than a minor setback. Not every disappointment leads to compensation. The law speaks of a "defect" in the journey. A defect is a serious deviation from what was agreed. A slightly less friendly waiter or cloudy days are not a problem.

Are you only booking a flight through an airline and it is delayed? Then separate European rules apply - the so-called passenger rights. For this, see the information on Rijksoverheid.nl or from the European Commission.

Step-by-step plan — what can you do now?

1. Report it on the spot. Go directly to the tour guide, the hotel or the customer service of your tour operator. Say what's wrong and ask for a solution. Do this as soon as possible — not at the end of the holiday.
2. Record everything. Take photos and videos of the problem. Keep written notifications. Record the date and time of each contact. Save names of employees you spoke to.
3. Ask confirmation of your complaint. Ask the tour guide or the hotel to confirm your complaint in writing, even if it is a SIM