Unpaid Agency Fees Strands ETS Tur Guests at Hotel Vijecnica in Bosnia

Dear ETS Tur Officials,

I am submitting this email as an official complaint, a claim for damages and compensation, and a formal pre-legal notice due to the severe hardship inflicted upon my spouse and me under reservation number 116215872.

On April 8, 2026, at 14:27, I booked a stay at Hotel Vijecnica via ETS Tur for my spouse and myself, covering the dates of August 23–26. I was issued reservation number 116215872, and I paid the full booking fee to ETS Tur. As a corporate travel agency, it is my absolute right to expect ETS Tur to fully secure the reservation with the hotel in exchange for the payment received.

However, when my spouse and I arrived at the hotel on August 23, we were informed that although our reservation appeared in their system, ETS Tur/the agency had failed to remit the payment to the hotel, and they demanded a payment of 153.40 EUR from us. The payment and operational processes between ETS Tur and the hotel or intermediary company are not my responsibility. Despite this, we suffered severe distress in a foreign country—without cellular service—due to our valid reservation not being honored.

I attempted to contact ETS Tur using every available means to resolve the issue. During our conversations, despite being repeatedly assured "we will call you back within 10 minutes," I was kept waiting for hours with no concrete solution provided. We explicitly requested to stay at Hotel Vijecnica and demanded that the necessary payment be remitted to the hotel immediately. Despite this, we were left in total uncertainty all day long.

Furthermore, I possess an email sent to the hotel owner through an intermediary agency affiliated with Expedia Group. I will submit all records regarding the reservation, communication, and payment processes—including this document—to the relevant authorities when necessary. Therefore, brushing off this incident as a simple "systematic glitch" is completely unacceptable.

Because our accommodation issue was not resolved in time for the first night, I was forced to pay 50 EUR out of my own pocket to avoid being left stranded on the street in a foreign country. This expenditure arose entirely due to ETS Tur's failure to provide the promised service properly and to offer a timely alternative.

On August 24, instead of resolving the issue, I was asked to "provide a hotel name" myself. Although ETS Tur is the party that processed the booking and committed to supplying the accommodation service, asking the customer to find their own hotel is unacceptable. I purchased an accommodation service for a specific hotel on specific dates from ETS Tur—not a "find myself a hotel in Bosnia" service.

When I arrived at the location that you claimed to have arranged upon your direction, I encountered a hostel instead of a hotel. Although I explicitly stated that I did not accept this choice, could not stay there, and was being mistreated, I was met with the response: "we made the reservation, we cannot change it, you have to stay."

This approach is extremely serious, not only in terms of customer satisfaction, but also regarding the failure to properly fulfill the committed service in return for the fee paid to you.

The fact that you refunded only a single night's fee does not eliminate the entirety of the hardship I endured. Throughout this process, your failure to provide the purchased service, failure to secure the reservation, leaving us stranded without a solution for hours in a foreign country, forcing me to make mandatory out-of-pocket expenses, and redirecting me to an inappropriate accommodation without my knowledge or consent are all at issue.

Therefore, I demand compensation for my financial losses—primarily my mandatory out-of-pocket expenditure of 150 EUR—and the damages arising from the hardship endured, alongside a clear, written explanation detailing why and how this incident occurred.

This email serves as an official complaint and a legal pre-notice. I explicitly declare that if a reasonable and satisfactory solution is not provided by your end, I will proceed without further notice to file complaints with the Consumer Arbitration Committee, the Consumer Court, and all relevant administrative and legal authorities, exercising all my legal rights, including claims for legal and emotional damages.

All evidence and supporting documents are attached. I expect a concrete, reasoned, and written response addressing the specific events and my demands, rather than generic customer service templates.