What to do if your hotel room doesn't match the description

Many travelers have discovered that the hotel room they booked looks nothing like the glossy photos. The promised sea view turns out to be a construction site, and the cozy decor gives way to noise and faulty plumbing. Yet if the room does not match what was advertised at the time of booking, guests have a legal right to ask for a replacement without paying extra.

What to do right after check-in

If the conditions don’t match the description, hold off on unpacking. Go straight to the front desk or contact your tour operator’s representative. To support your case, document everything: take photos, record video, save the booking confirmation, your messages with the hotel, and screenshots of the room description from the website. In practice, a neat set of evidence speeds up every conversation.

What the law says

If the package was purchased through a Russian tour operator, that company is responsible for the quality of all services. This is stipulated by the law On the Fundamentals of Tourism Activities. The tour operator must fix the shortcomings—for example, by changing your room—and has no right to charge extra. That’s why it matters not only to complain verbally but also to submit a written request at reception asking for a room change. A record on paper leaves far less room for delays.

How other countries handle it

Rules differ from country to country. Across Europe, laws oblige hotels to correct problems or provide an equivalent accommodation option. In Turkey, special commissions review such disputes; in the UAE, the tourism department handles them. In the United States, the issue is typically settled on the spot: guests calmly explain the situation to a manager, and the hotel offers a replacement. The common thread is that clear communication, backed by specifics, goes a long way.

The key is calm persistence

Experts advise against arguing or raising your voice. It’s better to assert your rights politely and keep a record of every request. Usually, when travelers have evidence, hotels prefer to resolve the matter rather than face a complaint or a bad review. Polite pressure is still pressure—and it works.

Bottom line

Even if reality falls short of expectations, there’s no reason to panic. Keep your documents, take photos, and proceed calmly—your chances of getting a comfortable room rise significantly. And hotels know this too: guests who understand their rights are the strongest motivation to deliver on promises.