Tourist accommodation contracts

When a guest refuses the accommodation they booked

Guide

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 Development
    028 9044 1673
  • Trading Standards Service Northern Ireland Helpline
    0300 123 6262
Developed with:
  • Tourism NI