Travel question: The reviews say our hotel is unclean... can we cancel?

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Hotel buffets can be holiday camps for microbes (Getty/iStock)

Q Our family is due next week to take an all-inclusive holiday. I have seen online reviews that show we are booked at a notoriously bad hotel relating to sickness. The holiday firm says there isn’t a problem and that we won’t be able to cancel without losing almost all our money. But are we allowed to get our money back or switch holidays on the grounds of health and safety?

Name withheld

A Assuming you have booked a proper package, then the obligation of the holiday company is specified in law. As Abta, the travel association, says: “Your travel company is responsible for making sure that you get the holiday you paid for. If something isn’t provided or isn’t as expected, and your travel company or its suppliers is at fault, they will need to sort this out for you – either resolving the issue, offering an alternative or providing a full or partial refund.” In addition, Abta notes, you may be able to claim compensation.