Reservation not honored: what to do

Have this ready

• confirmation
• photos
• what you paid for alternatives

Steps for any company

1. Ask on the spot for an equal alternative at the company's cost.

2. Ask afterward in writing for a refund and your extra costs.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (12)

Cruise lines

• Carnival Cruise LineCarnival's contract lets it change ports and the itinerary without compensation, except for mechanical failures and federal requirements. For denied boarding or a problem on a past sailing, send written particulars to Guest Care within 30 days after you leave the ship; a suit must start within six months.
• Disney Cruise LineThe Cruise Contract lets Disney change the route or substitute the ship; if it cancels before you board, it owes a refund of money or fares paid.
• Norwegian Cruise LineThe Guest Ticket Contract lets NCL change ports, the route or the ship without liability, except for mechanical failure. For non-injury claims, written notice is due within 30 days after the cruise ends.
• Princess CruisesWhen Princess changes a voyage or itinerary, claim reasonable extra expenses through the Out of Pocket Reimbursement option; it takes about four weeks and pays by mailed check. Non-injury claims need written notice within 15 days of the cruise's end.
• Royal Caribbean InternationalThe Ticket Contract lets Royal Caribbean skip or change ports, change the itinerary or substitute the ship without compensation. Mechanical failure is the exception: a full refund if the whole cruise is cancelled, a partial refund if it ends early.

Hotels and short-term rentals

• AirbnbReport the problem to the host or Airbnb within 72 hours of discovering it, with photos; Airbnb can rebook you or refund you.
• IHG Hotels & ResortsFix it online if you can; past or uncorrectable reservations go on the Issues Form.
• VrboAsk the host, then Vrbo support; notify Vrbo within 30 business days for a VrboCare reimbursement.
• Wyndham Hotels & ResortsAsk the hotel for an equal room; afterwards complain in writing to Wyndham.

Online travel agencies

• Booking.comContact the property while there, then Booking.com customer service, then the dispute form.
• ExpediaContact Expedia while the problem is happening; then put the refund request in writing.
• PricelineContact the provider on the spot, then Priceline, then write.

Guides

• Hotels and vacation rentals — how complaints work
• Car rentals — how complaints work
• Online travel agencies — how complaints work
• Cruise lines — how complaints work