Tourist accommodation contracts
When a guest refuses the accommodation they booked
If a guest books accommodation and then refuses to accept the accommodation booked, you should offer them a suitable alternative accommodation that is available on your premises.
If a guest refuses to accept any suitable alternative accommodation you offer, then, depending on the reasons given by the guest, you may be able to treat this as a cancellation.
If your guest refuses accommodation because of false statements you or your staff made about it, you can't treat this as a cancellation.
If your guest refuses accommodation, for example on the basis of its quality, you should not only consider the legal and contractual position, but also the impact on your business's reputation.
Tourism NI Industry Development028 9044 1673
Trading Standards Service Northern Ireland Helpline0300 123 6262