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Package Tour and Hotel Reservation Cancellation: When and How to Refund the Holiday Fee? Package tour definition, material change, defective performance, early booking and non-refundable fee conditions, force majeure and bankruptcy of the agency have been updated as of 2026.
Organizations where at least two of the transportation, accommodation or other tourism services are offered for a single price and last longer than 24 hours or include overnight accommodation are considered package tours and are subject to Law No. 6502 and the Package Tour Contracts Regulation. If the tour organizer cancels the tour, increases the price significantly or provides a defective service, the participant has the right to withdraw from the contract, reduce the price and compensate. In hotel reservations, accommodation services based on a certain date are exempt from the right of withdrawal; Therefore, cancellation and refund conditions are determined according to the terms of the contract and unfair terms control. Conditions stipulating that the price is completely non-refundable may be deemed invalid when they create an imbalance to the detriment of the consumer.
A package tour is an organization where at least two of the transportation, accommodation or other tourism services are offered for a single pre-determined price, lasting more than 24 hours or involving at least one night's stay. Just a hotel reservation or just a flight ticket is not a package tour; these are independent services subject to distance or face-to-face sales rules.
The distinction is of practical importance. The responsibilities of the tour organizer and the agency in package tours are regulated in detail by the Package Tour Contracts Regulation. For accommodation reservations only, the terms of the contract, Tourism Enterprises regulations, Turkish Code of Obligations and unfair terms provisions are decisive.
The tour organizer cancels the tour Refund of all price paid Apart from force majeure, compensation is also on the agenda.
Substantially increasing the price Revival of contract without compensation The periods and rates stipulated by the regulation should be checked.
Substantial change in hotel, transportation or program element Accepting the change or withdrawing from the contract Notification of change must be in writing
Cancellation due to force majeure Refunds, but non-refundable documented expenses may be deducted Documentation of expenses is the responsibility of the tour organizer
Defective performance of service Re-performance, price reduction or return Written notification and photographs are recommended during the tour
The refund must be made within the period specified in the regulation after the participant's return notification reaches the tour organizer. In case of delay, legal interest and, if necessary, compensation will be requested.
Failure to provide the promised hotel category, room, food and beverage concept or transfer service is considered defective performance. The participant must notify the guide and the agency in writing as soon as he or she notices the defect during the tour, and document the defect with photographs and video. Optional rights; re-performance of the service, price reduction in proportion to the defect and withdrawal from the contract. In addition to one of the selected rights, financial compensation may be requested according to the Turkish Code of Obligations. The law also allows for compensation for wasted vacation time if the vacation is largely wasted. Claims for non-pecuniary damage require a separate evaluation and are often asserted directly in court.
Accommodation services to be provided on a certain date or period are outside the scope of the 14-day right of withdrawal in distance contracts. Therefore, the consumer can only return from the reservation within the framework of the cancellation conditions in the contract. However, these conditions are not legally unlimited.
Conditions that stipulate that the full price is non-refundable in case of cancellation by the consumer may be reviewed as unfair terms if they are applied regardless of the cancellation date and the hotel's resale opportunity.
The fact that the price is offered with an early booking discount does not constitute a reason for the cancellation requirement to be excessively harsh to the detriment of the consumer.
In cases of cancellation, overbooking or a different room offered by the hotel itself, a refund and compensation will be issued.
In extraordinary events such as natural disaster, war, epidemic, impossibility of performance provisions and force majeure rules come into play.
In case of insolvency or bankruptcy of the tour company, it may be possible to claim from the travel agencies' compulsory liability insurance. The scope of the assurance and the application procedure are determined according to the membership and certification status of the agency; Therefore, contract and agency documents must be kept.
1. Written notification Cancellation or defect is notified to the tour organizer and agency Email and notary notice provide evidence
2. Consumer Arbitration Panel Application for disputes under 186,000 TL (2026) The decision can be objected within 15 days
3. Consumer Court Litigation after mediation in disputes over the value limit Compensation claims are also made at this stage.
4. Bank objection Application on the grounds that service is not provided for payment by card Duration and conditions depend on the bank agreement
The participant purchased a seven-day package tour with an all-inclusive concept at a five-star hotel. Upon arrival, he saw that the room and restaurant were of much lower quality than promised, and reported the situation to the guide in writing and documented it with photographs. The agency did not make any corrections.
The sales catalogue, reservation confirmation and payment document determine the content of the promised service. Since the service provided does not comply with this content, there is defective performance. The participant may request a price reduction, withdraw from the contract depending on the severity of the defect, and request compensation if necessary. The written notification and photographs made during the tour are decisive evidence regarding the existence of the defect and that the notification was made on time.
Can I get a refund if I cancel before my holiday date?
Regulations and contract terms apply for package tours, and contract cancellation conditions apply for hotel reservations. Terms that impose excessive deductions against the consumer are subject to unfair terms control.
Can the agency give a future holiday coupon instead of a refund?
Issuing a coupon depends on the consent of the consumer. The consumer reserves the right to request a refund.
I canceled the tour due to an epidemic or natural disaster, what is the situation?
In case of force majeure, the right to refund arises, but documented expenses that cannot be refunded can be deducted. It is important to request proof of expenses.
Do I have to pay the new price due to the price increase?
In case of a significant price increase, the participant may exercise his/her right to return without compensation. It should also be checked whether the increase complies with the regulation.
I booked a hotel through a third-party booking site, who should I contact?
It may be necessary to apply to both the booking platform and the hotel. The responsibility is determined by who the contract is made with and to whom the payment is made.
Not reporting faults during the tour and complaining after returning home.
Not keeping the holiday contract and preliminary information form.
Not receiving written documentation when the agency promises a refund.
Accepting the early booking discount and not reading the cancellation conditions.
Unnecessarily delaying an application to the Arbitral Tribunal or the court.
Disputes in holiday services are often based on documenting the service purchased and the cancellation conditions. Package tour legislation provides the participant with strong rights in cases of cancellation, material changes and defective performance. In hotel reservations, the contract terms must be evaluated together with the unfair terms audit.
Küheylan Law Firm provides legal support in holiday and tourism disputes regarding the review of contracts and sales documents, correspondence with the agency and hotel, Consumer Arbitration Committee and Consumer Court processes. Correct documentation of the defect and the reason for cancellation directly affects the success of both refund and compensation claims.
Important Legal Notice: This guide has been prepared for general information purposes and does not constitute legal advice. Legislation and judicial precedents may change; The concrete circumstances of each event are different. In order to avoid loss of rights, a case-specific legal evaluation must be made in terms of lawsuit, application and objection periods.
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