Questions & Answers
I booked a hotel stay for Eid through a travel agency and it was canceled two days before Eid. What to do?
I booked a hotel stay for Eid through a travel agency two weeks before Eid. The travel agency confirmed the booking on payment.
One day before Eid, the agency reached out, saying they had an issue with the supplier/hotel and the booking would be cancelled.
They offered alternative hotels that didn’t match the original property. I suggested some properties, and they couldn’t arrange them, or they asked for further payment, so I didn’t book anything through them.
What are my rights to a refund and compensation, as I had to book other arrangements separately at a significantly higher cost due to the last-minute prices?
It also caused significant emotional distress, less than 24 hours before the holiday. To which authority can a complaint be made in case of an unsatisfactory outcome?
Both the agency and the hotel are in Dubai.
By confirming your booking and accepting your payment, the travel agency entered into a contract with you. Their cancellation one day before your stay constitutes a breach of contract.
You may also be entitled to compensation for the additional expenses you incurred due to the agency's cancellation. This includes the difference in cost between the original hotel and the significantly higher last-minute bookings.
We can serve them a legal notice through the Dubai court claiming a refund and related damages, along with compensation.
Kindly share your WhatsApp number to discuss this further.
Dear Inquirer
We are pleased to serve you and address your inquiries.
You can file a complaint with the Consumer Protection Agency, or you can file your lawsuit before the competent court.
Contact us via email or call our offices in Dubai or Sharjah.
Jasim Al Haddad Advocates & Legal Consultants
Hello,
The DED handles consumer complaints related to businesses operating in Dubai. You can file a complaint with them online via their consumer protection portal.
They may intervene to resolve disputes and mediate between you and the travel agency.
According to the UAE Consumer Protection Law, businesses are required to provide services as agreed or offer a refund if they are unable to do so.
You can refer to this law when making your complaint to the authorities.
Dear Inquirer,
Thank you for your message.
In your case, if the travel agency confirmed the booking and later failed to provide the agreed service, you may have the right to a full refund and potentially claim compensation for additional costs and emotional distress caused by the last-minute cancellation.
This could be considered a breach of contract under UAE consumer protection laws.
You may file a complaint with the Dubai Department of Economy and Tourism (DET) or Dubai Consumer Protection. However, for stronger legal action or compensation claims, it's advisable to proceed through legal channels.
We recommend booking a consultation with Future Vision for Advocacy and Legal Consultancy to evaluate your case, assist with filing a complaint, or initiate a legal claim on your behalf if necessary.
We are happy at Future Vision Law Advocates and Legal Consultancy to assist you and provide the best legal services that meet your needs.
To contact us, you can call or WhatsApp us
