Letter to complain about a holiday by Citizens Advice
This template is a formal letter for a customer to complain about an unsatisfactory holiday experience. It outlines common issues such as misrepresentation of services or facilities and seeks compensation from the holiday provider under relevant consumer protection regulations.
Letter to complain about a holiday
Sam Hoolin
8 Park Avenue
Arlton AL1 4CA
01632 960001
Sunny Getaways
24 Station Road
Giltham GT16 3LP
12 September 2025
Re: Unsatisfactory Holiday at Hotel Balfour, Torrevieja on 12 October 2022 to 19 October 2022
Booking reference: 123456789
To whom it may concern,
I have just returned from a holiday at Hotel Balfour, Torrevieja which was most disappointing.
I went with my wife and two children.
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
We contacted your representative at the resort on 22 October 2022, but they were unable to resolve the matter and advised us to complain upon our return home.
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 £150 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 14 days of receipt of this letter.
Yours faithfully,
Sam Hoolin
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England & Wales note
This version is drafted for England & Wales. Scotland and Northern Ireland differ on some points — for example notice periods and tribunal procedure. Tell GitLaw where you hire and it adjusts the draft.
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