Villa holidays: What to do if something goes wrong
On the programme on Friday 11 September 2026*, travel expert Rob Staines and Rip Off Britain Producer Katie Saatchi looked into problems with holiday villa bookings.
*Note: The information below is correct at time of broadcast, 11 September 2026.
Who is responsible when things go wrong?
Fixing problems with a villa can involve several parties, including the travel company, the property owner, local management firms and maintenance contractors. But if you've booked a package holiday through a UK travel company, the responsibility ultimately sits with the holiday provider.
That means they are responsible for delivering the holiday you've been sold and addressing problems if things aren't as advertised.
While local managers or contractors may be the people carrying out repairs on the ground, travellers should continue reporting problems through their holiday company so there's a clear record of what's gone wrong.
What to do if you discover a problem at your holiday villa
• Take photographs and videos of any problems as soon as possible. Whether it's a broken pool, faulty facilities, cleanliness issues or anything else, good evidence can make a significant difference if you later need to make a complaint or claim compensation.
• Don't wait until you return home to report a problem. Contact your holiday provider straight away and give them a reasonable opportunity to put things right. Keep records of phone calls, emails, text messages and any promises made.
• If conversations happen over the phone, follow up with an email summarising what was discussed. That creates a written record of your complaint and shows you've given the company the chance to resolve the issue.
Why it’s harder for holiday operators to keep tabs on villas
Unlike hotels, villas are often individually owned and their size, layout, age and other factors can vary significantly from one property to another.
That can make it harder to maintain consistent standards across large numbers of properties, particularly when local management companies are overseeing maintenance and day-to-day issues.
How to research a villa holiday – know before you go
• Don't rely on reviews from just one website. Look for the villa on several booking platforms and review sites to get a more balanced picture. Consistent complaints across different sites can be a warning sign.
• If the property is managed by a local company, look at reviews for them, too. The way a company handles criticism can tell you a lot about the service you'll receive if something goes wrong.
• Take a virtual look around. Google Street View can be useful. While it's not a guarantee of quality, it can provide some valuable clues before you book.
Getting your money back - how you book can make a difference
• Package holidays generally offer stronger consumer protections than booking everything separately. If something goes wrong with accommodation that forms part of your package, you have legal rights thanks to the Package Travel and Linked Travel Arrangements 2018
• Assuming the value is more than £100, paying by credit card may help you get your money back following problems with goods or services, including holidays, through Section 75 of the Consumer Credit Act
