ACM — Dutch supervisor for consumer rights and unfair commercial practices

The Authority for Consumers and Markets (ACM) is the Dutch supervisor that enforces against unfair commercial practices in all sectors — including travel. For you as a consumer, an ACM report is an enforcement tool, not a damages tool: you don't personally get money back via ACM, but your report counts toward a file that may result in a fine or penalty order against the company.

When to go to ACM? For systemic violations — more than a one-off. ACM looks for patterns.

• Tour operator/hotel: misleading prices, broken promises (4-star became 3-star), opaque cancellation costs.
• OTA (Booking.com, Expedia): fake urgency ("only 1 room left"), hidden costs in the final price.
• Car rental: opaque damage procedure, unilateral retention of deposit.
• Aviation: misleading ads about compensation rights, refusal to pay EU 261 compensation.

How to report? Via consuwijzer.nl (ACM's consumer portal) or directly via acm.nl. Online form, no cost, no required legal counsel. Preferably with evidence (screenshots, email correspondence, photos).

What happens? ACM assesses the pattern. With enough reports + sufficient severity, they open an investigation. Possible outcomes: warning, penalty order (per day the violation continues), fine (up to 10% of annual revenue for serious violations).

Important: ACM is not a dispute body for your personal claim. For your money: Geschillencommissie or cantonal court. ACM report is parallel and reinforcing.