What rights do you have as a hotel guest? Find out here.

Poorer quality than promised?

If your hotel is not as expected, please inform the hotel staff. If you booked the hotel through an intermediary, they should also be able to assist you. Do not wait until you get home to notify either the intermediary or the hotel about your concerns.


If there are no more rooms available upon your arrival, despite your pre-booking, you should first complain directly to the hotel. If relevant, you should also notify the intermediary or travel agency. They must find alternative accommodation for you, and pay the difference if the new hotel is more expensive. If the problem persists, you should contact ECC Norway upon your return. Remember to keep all relevant documentation and receipts.


If the hotel or intermediary declares bankruptcy after you have paid for the room, you have the right to a full refund. Be aware that recovering money after a bankruptcy can be a lengthy process.

If you paid for the room by card, you can try submitting a claim to your bank for a refund.


Always complain to the hotel itself first. Document your complaints by taking pictures. Complain in writing, and keep a copy.

If you are unable to reach an agreement with the hotel, you can contact us