How a Court in Perm Held a Tour Operator Liable for Unsanitary Conditions at a Hurghada Hotel

Judicial precedent: the tour operator is responsible for hotel conditions

At the end of 2025 a resident of Perm returned from a two‑week stay in Hurghada and filed a complaint about the accommodation. She said that at the Mirage Bay Resort & Aquapark (4 *) serious sanitary violations were evident: no running water, mold on the walls, blood stains and hair on the bedding, and rodents roaming the public areas. The restaurant served dirty dishes and low‑quality food.

The traveler turned to the tour operator Biblio‑Globus, which had booked the trip through the agency All Inclusive. When both the operator and the agency dismissed the claim, the case ended up in the Kirov District Court of Perm.

What the court decided?

The judges examined the photographs, video recordings and witness statements that had been submitted. Based on that material they concluded that the lodging service had been provided in an improper manner. The violations concerned only the hotel itself – issues related to the flight or the transfer were not contested by the court.

Main findings

• The tour operator must ensure that the hotel matches the advertised standards. If it does not, the operator must compensate the loss.
• The travel agency, which merely processed the sale, is not liable for the hotel’s quality.
• Compensation is calculated from the cost of the accommodation, not from the total price of the package.

As a result, the court ordered the tour operator to pay more than 70 000 rubles: part for the poor accommodation, part as a fine for refusing to voluntarily satisfy the consumer’s demand, and an amount for moral damages.

Why this matters to travelers

1. Clear addressee for complaints. Tourists now know exactly who to approach when a hotel falls short – the tour operator, not the selling agent.
2. Documentary proof matters. Photos, videos and witness statements became decisive evidence. Without them the court is unlikely to side with the consumer.
3. Industry precedent. The ruling reinforces the established practice that a tour operator cannot shift blame onto the hotel or any other partner.

How to prepare for possible hotel problems?

• Collect evidence. Snap photos and short videos as soon as you notice something off.
• Record dates and details. The more precise your description, the easier it will be to prove the issue in court.
• Keep the correspondence. Emails and messages with the tour operator can turn into crucial documents.
• Notify the hotel immediately. Sometimes the problem can be fixed on the spot, but you still need a record of the complaint.

What to do if the hotel refuses to fix the issue?

1. Ask for a written refusal. It will be useful later in the proceedings.
2. Contact the tour operator. Send an official claim with the evidence attached.
3. If the operator ignores the request, draft a lawsuit and file it in the court of your residence.

How to avoid similar situations?

• Choose reputable tour operators. Pay attention to reviews and the company’s track record.
• Compare the conditions. Don’t rely solely on advertising – look for independent hotel reviews.
• Clarify the details. Before buying, ask exactly which services are included (meals, transfer, entertainment).

Bottom line

The Perm judgment is a vivid example of how a traveler can defend his or her rights when a hotel does not live up to the promised standard. The key steps are gathering proof and filing a proper claim. Tour operators, on the other hand, received a reminder that they bear full responsibility for the quality of the product they sell, regardless of where their foreign partners are located.

For anyone planning a trip to Egypt, this story serves as a practical tip: check the operator’s reputation, document any violations, and don’t hesitate to stand up for your interests. In the end, a disciplined approach to preparation and documentation can save you money and stress.

Based on materials from: trn-news.ru.