Letter to complain about a holiday by Citizens Advice
Updated 3 November 2025
The Citizens Advice template letter to complain about an unsatisfactory holiday helps consumers request compensation when a travel company fails to provide the services promised. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain about a holiday
[complainant name]
[complainant address line 1]
[complainant address line 2]
[complainant email]
[complainant phone]
[company name]
[company address line 1]
[company address line 2]
[letter date]
Re: Unsatisfactory Holiday at [location/hotel stay] on [dates]
Booking reference: [booking reference]
To whom it may concern,
I have just returned from a holiday at [location/hotel stay] which was most disappointing.
[specify travel companions (e.g., alone, partner, children, friends)]
Please find below a list of my complaints:
There was no shower in the hotel as specified in the brochure
The kitchens were closed for the whole of our stay
The hotel was 5 miles from the beach and not 1 mile as it said in the brochure
[describe first action taken to address the problem]
Under The Package Travel and Linked Travel Arrangements Regulations 2018 you have a responsibility to provide all the elements of the package contracted for as they were described. We are legally entitled to receive compensation from you for loss of value, consequential losses and for the disappointment and loss of enjoyment we suffered. As you failed to provide us with the holiday we booked we are seeking [compensation amount] compensation from you for the problems we encountered, and for the distress and disappointment we suffered as a result.
I have also sent a copy of this letter and enclosure to ABTA (of which I note you are a member).
I look forward to receiving a response from you within [number of days] days of receipt of this letter.
Yours faithfully,
[complainant name]
About this template
What is this template?
Letter to complain about a holiday by Citizens Advice is a free, ready-to-use Consumer law template you can open, customize, and download on GitLaw. It gives you a professionally structured starting point, so you never have to draft from a blank page. The wording is plain and modern, organized into clear sections that are easy to read, edit, and adapt to your own situation before you share or sign it.
When should you use it?
Reach for this Consumer law template whenever you need a reliable agreement quickly and want to be sure the essentials are covered. It suits individuals, freelancers, startups, and established businesses alike. Instead of paying for a document drafted from scratch, you can start here, tailor the details to your arrangement, and have a polished draft ready in minutes. This version is drafted with England & Wales in mind, though you should always review the final wording against the laws that apply to you.
What's typically included?
A well-drafted Consumer law usually sets out the parties involved, the scope of the agreement, and each side's rights and responsibilities. Expect sections covering key terms and definitions, how long the agreement lasts, how it can be ended, and what happens if something goes wrong. This template brings those building blocks together in a sensible order, so you can focus on the specifics rather than worrying about what to include. Open it to read the full document, then sign up to edit, negotiate, and e-sign it directly in GitLaw.