Spain hotel warning. Why you could still lose your room after booking this summer, what you need to know

Travellers arriving at hotels in Spain this summer could face an unexpected problem at reception even with a confirmed booking. The hotel industry practice known as “walking” allows hotels to relocate guests to another property when rooms are oversold or unavailable. The issue can affect many people but particularly in busy destinations during peak travel periods.

Hotel overbooking is not covered by a specific EU compensation system. However, Spanish consumer protections and regional tourism laws still give travellers important rights if they are turned away at check-in.

What does it mean when a hotel “walks” a guest?

A hotel “walks” a guest when it cannot honour a confirmed reservation and sends the traveller to another hotel instead.

This usually happens because the hotel has sold more rooms than it physically has available. Hotels often overbook because cancellations and no-shows are common, especially during busy periods. Its a widely used method to avoid empty rooms and lost revenue.

Is hotel overbooking legal in Spain?

Hotel overbooking is not illegal in Spain, but hotels cannot simply leave guests without accommodation.

Spanish consumer law and some regional tourism regulations generally require hotels to provide alternative accommodation which must be similar or better conditions to the one originally booked. 

That means for example a traveller booked into a four-star hotel in Alicante should not be moved to significantly lower-quality accommodation.

What Spanish law says about alternative accommodation

Hotels in Spain are expected to provide alternative accommodation, cover reasonable transfer costs, respect the original booking conditions where possible and avoid unfair contract terms.

Travellers may also be entitled to compensation if they suffer additional financial losses because of the relocation.

Spain also gives consumers the right to request an official complaint form known as a “hoja de reclamaciones”. Hotels are legally required to provide one if asked.

Which guests are more likely to be “walked”?

Guests will rarely be chosen at random. According to hospitality discussions and industry commentary, these guests are often considered more likely to be relocated during overbooking situation – 

• Travellers booking through third-party websites.
• Guests on discounted rates.
• One-night stays.
• Late arrivals.
• Travellers without loyalty status.

Meanwhile, hotels often prioritise direct bookings, loyalty members and corporate clients.

Most important, what to do if you are turned away at check-in and if you can claim

Travellers in Spain should act quickly if a hotel says there is no room available. Ask for written confirmation, request proof that the hotel could not honour the reservation.

Check your replacement accomodation. Confirm the star rating, location, distance from the original hotel and transport arrangements.

Save records of any taxi fares, extra accomodation costs, booking confirmations and any emails and screenshots. 

Request a “hoja de reclamaciones”, Spain’s official consumer complaint form.

Finally contact your insurer or card provider. Some travel insurance policies and payment cards may cover additional costs.

Compensation depends on factors including the quality of the replacement accommodation and any additional costs or losses.

Travellers who suffer financial loss may be able to seek refunds, reimbursement of extra expenses, partial compensation and chargebacks through card providers.

How to reduce your chances of being walked

Travellers cannot remove the risk entirely, but booking directly with the hotel, joining loyalty programmes, avoiding arriving late where possible and confirming your arrival time in advance can help. 

Late arrivals during peak season in high tourist destinations are often considered higher risk if hotels believe some guests may not show up.