Contratar una excursión en el sitio (inglés)

We booked a place on an outing that consisted of a guided tour of a town and then discover they have cut down on the time spent on the cultural visit to make time for shopping, which I don't want to do. What can I do?

If the service given does not coincide with what you have contracted and paid for, you can claim. And you can do so whether you have contracted it directly with the guide, or if you have contracted the visit or day program at a travel agency (where the guide service is included). You can claim in both cases because the contract obliges the contracted services to be provided under the stipulated terms and conditions.

Waiting until you get back to your own country to make the complaint is not the ideal solution. Our advice is that you react straight away, and submit your complaint once all the possibilities of solving the problems in a friendly way have run out.

Draw up your complaint in writing, directly to the company or organisation where you have contracted the guided tour (tourist office, etc.) to obtain a solution, for example, a proportional refund for the service not provided. Keep a copy of the complaint made and as a last resort contact the OMIC (Municipal Consumer Information Office).

The guide is very nice... but she doesn't speak my language, although the visit was said to cover 3 languages (including mine). What can I do?

As in the above case, from the moment when the service you have been provided does not coincide with the service you have contracted and paid for, you can submit a complaint, because under the contract all the services that are contracted must be provided under the stipulated terms and conditions.

To wait until you get back to your own country to present the complaint is far from being the ideal solution. We advise that you react straight away once all the possibilities of resolving the problems in a friendly way have run out. Draw up your complaint in writing, directly to the company or organisation where you have contracted the visit (tourist office, etc.) to obtain a solution (for example, a proportional refund for the service not provided). Keep a copy of the complaint made and as a last resort contact the OMIC (Municipal Consumer Information Office).

Remember that if you have contracted this service directly, without going to a travel agency, the language may also be an obstacle when it comes to filing a complaint.