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I am not satisfied with my hotel. Do I need to report the issue while I'm still there?

Yes, it's important to report any defects or problems with your accommodation immediately. Please note that your right to file a complaint may expire if you do not report the issue during your trip, which would have allowed us to offer an appropriate solution.


During your trip:

  • Document the problem immediately (photos, videos, written notes)
  • First, contact the local service provider directly (hotel, local Tourlane partner) and try to find a solution on-site
  • Contact Tourlane if no solution is found
  • In urgent cases, use the emergency number available in the Tourlane app or via your personal digital travel link (activated 7 days before your trip begins)
  • Keep all receipts for additional costs or changes

By reporting the issue promptly, we can act quickly and find an appropriate solution while you are still on-site.

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