The Olympics attract millions of guests to Paris in the summer. Many hotels and private landlords hope for good business with above-average income – at the expense of consumers and sometimes using strange methods.
Patrick wants to fulfill a dream for himself and his children: experience the Olympics live. And this year it should come true. Since Paris is very close to his home in Cologne, he is buying tickets for the Summer Olympics and booking the necessary accommodation in mid-2023.
He found an apartment for three people for 330 euros per night via the online platform Booking.com. He books and receives a confirmation from both Booking.com and the landlord. So far so good.
The early bird suddenly without a worm
Shortly before Christmas, Booking.com informed Patrick that the provider had made a mistake in the price. The room doesn’t cost 330 euros, but 850 euros per night, plus taxes. When Patrick objects, his booking is canceled and the apartment is suddenly available to book again at the higher price.
The father of the family can no longer get a cheap early bird price. And for Booking.com the case is apparently closed because the platform is no longer of any help.
“It doesn’t have to, because booking platforms act as intermediaries and don’t have to be liable if a provider breaches the contract,” says lawyer Karolina Wojtal from the European Consumer Center (EVZ). The EVZ is one of 29 consumer centers in Europe that helps people enforce their rights in cross-border disputes in other EU countries.
Cancellations under pretext are not an isolated case
What happened to Patrick is not an isolated incident. Especially at major events such as international sporting events or music festivals, it is increasingly common for hotels or other providers to cancel existing bookings under a pretext and then offer the rooms again shortly afterwards for a multiple price. It makes no difference whether you book the accommodation via a platform or directly with the hotel.
A group of athletes reported more than 20 hotel cancellations for the 2024 Olympics in Paris alone. Reports of such cases during various European Championships, World Championships and Olympic Games are increasing in internet forums. The hotels’ justifications range from allegedly not working credit cards to accidentally incorrect prices to the claim that the hotel was closed during the period.
No plaintiff, no judge
Regardless of the reasons, a contract that is binding on both parties is effectively terminated and guests are suddenly left without a room. Legally, a hotel is not allowed to cancel without further notice. If it decides to do so, it must pay for the damage it causes.
“The hotels know this very well,” says Katja Wojtal, but they are not afraid of breaking contracts because there is something like a “rational disinterest.” It says that consumers are afraid to go to court if the damage value is around 2,000 euros and therefore often let the matter rest.
The European Consumer Center helps
In addition, the legal situation is not uniform across Europe. Unlike package tours, where there are fixed rates in the event of cancellation, individual travelers have to claim compensation on their own. In addition, language barriers often make it difficult to enforce your own laws.
The good news: Consumers can contact the European Consumer Center in Kehl free of charge. There they receive advice, support with sample letters and help finding the right jobs in the respective country.
Especially for France, the EVZ has the tip to pay a deposit when booking the hotel. French law has a regulation that does not exist in Germany: a deposit has the same status as a deposit. If the hotel cancels the booking despite a deposit, it must pay compensation to the guest.