“I paid a supplement (compared to the price of two rooms) to benefit from a family room during an all-inclusive trip. Once there, I discovered that my children had to sleep on the sofa in the living area transformed into a bed. Is this a reason for complaint? “ asks Jean-Marie, a reader from Beauvais (Oise)
Julia Le Roux, lawyer at UFC – What to choose, answered him.
“No legal provision defines the family room and its components. However, you have subscribed to a tourist package as part of this “all-inclusive trip”, with a contract that combines several services (namely transport, accommodation, catering …) and for which the organizer is held responsible .
As such, the organizer had to communicate the elements of your stay and in particular the information relating to accommodation. Take over the contract signed with the tour operator to check the description of the room. If the latter does not mention a sofa bed in the family room, you can send a complaint by registered letter with acknowledgment of receipt not to the hotel but to the tour operator.
Indeed, the latter is automatically responsible for the proper performance of the contract. You can claim compensation for the supplement paid as compensation. In case of refusal, do not hesitate to contact the mediator with whom the tour operator has joined. “