SingaporeUpdated Jul 2, 2025
Singapore: Hotel booking disputes and CASE escalation
Singapore's Consumer Protection (Fair Trading) Act gives strong remedies against misleading hotel and OTA practices. CASE is the primary escalation channel.
Your rights
- The Consumer Protection (Fair Trading) Act (CPFTA) prohibits misleading and unfair practices.
- OTAs (Agoda, Booking.com, etc.) operating in Singapore are bound by the CPFTA regardless of where they are headquartered.
- You may seek 'Lemon Law' style remedies for services not fit for purpose under Part 3 of the CPFTA.
Steps to take
- 1Capture booking confirmations, chat transcripts, and any 'non-refundable' clauses.
- 2Write to the supplier citing CPFTA and request remedy within 14 days.
- 3Open a case with CASE (Consumers Association of Singapore).
Example cases
Booked a sea-view room, got a city-view room
Partial refundSentosa hotelS$420 via an OTA
- What happened
- The room given did not match the category paid for, and the front desk refused to change it.
- What they did
- Documented the room with photos, complained to the booking platform within 24 hours, then sent a CPFTA-based demand to the hotel.
- Outcome
- The platform refunded the S$140 price difference within 2 weeks.
Non-refundable rate, but the hotel itself cancelled
Full refundOrchard RoadS$610
- What happened
- The hotel cancelled because it was overbooked, then argued that the rate was "non-refundable" and offered only credit.
- What they did
- Opened a CASE complaint, pointing out that the hotel, not the guest, had broken the contract.
- Outcome
- Full cash refund after CASE mediation, about 3 weeks in total.
Illustrative examples, not legal advice.
Start a similar claimWho to escalate to
- CASE — file at case.org.sg or call 6277 5100.
- Small Claims Tribunals for claims up to SGD 20,000 (or SGD 30,000 by mutual consent).
- Singapore Tourism Board for licensed travel agents.
Template phrases
"Under section 4 of the Consumer Protection (Fair Trading) Act, the conduct described above constitutes an unfair practice. I require [SPECIFIC REMEDY] within 14 days, failing which I will refer this matter to CASE."
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Informational only — not legal advice. RefundRights cites publicly available consumer-protection rules and is intended to help you assert your rights. For binding advice, consult a qualified lawyer in the relevant jurisdiction.