Take it further
The provider and/or the country the accommodation is located in may have their own dispute resolution processes you can follow.
Go to the Disputes Tribunal
If you’re unable to resolve an issue with the property owner or the booking website, you can make a claim through the Disputes Tribunal. This is quicker, cheaper and less formal than going to Court, but they can still issue binding decisions about disputes.
What the tribunal can help with(external link) — Disputes Tribunal
Request a chargeback
If you paid by credit or debit card and the accommodation was not provided due to a cancellation by the provider and you have been unfairly denied a refund or you where charged the wrong amount, contact your bank about a chargeback. Chargebacks are only available for a short time after you made the transaction — usually about 30 days. Ask your bank what their time limit is and how to apply .
Chargebacks(external link) — Banking Ombudsman
Make a complaint with the Commerce Commission
You can report the business to the Commerce Commission if:
- you think you have been misled
- a business has said something that is not true.
The Commerce Commission can't investigate every complaint, or solve your individual problem. But they can warn or prosecute the business. Your information helps them assess which consumer issues are causing the greatest harm.
Make a complaint(external link) — Commerce Commission