Hospitality — Hotels / Restaurants / Bars

Hotel room not as described/overbooking, cleanliness/maintenance, food quality/food poisoning, allergen failures (Natasha's Law), overcharging/billing errors, discrimination (Equality Act), unexpected

Max award: No cap / See notes

Key Legislation

Consumer Rights Act 2015; Food Safety Act 1990; Food Information Regulations 2014 (Natasha's Law 2021); Equality Act 2010; Hotel Proprietors Act 1956; Package Travel and Linked Travel Arrangements Reg

Companies in This Sector

Premier Inn (Whitbread)TravelodgeHoliday Inn (IHG)Marriott UKHilton UKrestaurants: McDonald'sJD Wetherspoon (950+ pubs)Nando'sPizza HutTGI Friday'sbooking platforms: Booking.com/Hotels.com

Annual complaint volume: Very high (no central statistics)

Note: No hospitality ombudsman. Allergen/Natasha's Law breaches rising in public profile (criminal prosecution risk for operators but no consumer financial ADR). High volume of small value claims (£100-£2000). Overbooking by hotels (significant consumer harm). Mandatory service charge disputes post-Employ

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Coverage

Tier 1