The internet makes shopping easier, but services and products bought do not always match customers’ expectations. EPTV goes to sunny Spain to see how the authorities protect holiday makers by ensuring internet claims deliver on their promises.

Reporter: Protecting Online Shoppers

https://api.multimedia.europarl.europa.eu/documents/20125/15148124/M003-0049-EN.srt

Sometimes the internet holds   nasty surprises.

Low-cost trips are easy to find, but online   bookings don't always match up to reality.

The European Parliament is working   to better protect the consumer.

EuroparlTV went to Spain,   on the trail of holidaymakers.

Trips and holidays are the things   that Europeans buy most online

but what appears to be a great deal   is not always the case.

This Spanish hotel is said to be located

a few minutes from Benidorm beach,   near Valencia.

We decided to check the distance   between the hotel and the sea.

We drove to the beach and arrived   14 minutes and 30 seconds later.

According to the description on the   internet, the hotel has tennis courts

but that's far from the case.   The golf course on the site,

is in fact a rather   lacklustre mini-golf course.

The hotels aren't anything like   what you see on the website.

They give you really small rooms   or instead of getting one with a view,

you get no view or you get a much   smaller bathroom than expected.

If you're looking for the cheapest deal,   that's exactly what you get, the worst.

The Benidorm authorities have decided   to combat this type of fraud.

The Valencian regional government   has full powers regarding tourism,

and in this case, regarding inspections   and the settlement of visitors' complaints.

When local authorities   fail to uncover fraud,

tourists can lodge a complaint in   the tourism office,

The hotels in question   have to provide complaints forms.

If not, you can call the police   who'll oblige them to provide a form

and penalise them.   A hotel owner cannot get away

about 15% of Spanish consumers   make a complaint.

Those buying online found reality did not   match the descriptions on the internet.

One thing's for certain,   to avoid nasty surprises,

read all the information   thoroughly, including the small print.