A UK consumer booked a hotel in Greece for the summer of 2020 (July) using the services of a popular website, but was forced later to cancel his reservation because of emergency measures adopted by the Greek government (and other EU governments at that time) against the spread of the COVID-19 pandemic. Subsequently, the consumer was issued with a credit-note by the hotelier for an amount equal to the value of the reservation. By the time the credit-note legally expired, the consumer requested the hotelier to credit him with the monetary value of the reservation, but received no response to his request.

Therefore, the consumer turned for help to the European Consumer Center of UK, which referred the case to the European Consumer Center of Greece.

Following the successful intervention of ECC-Greece in the case, the hotelier finally complied with his legal obligations and proceeded to credit the amount of 787 euros to the consumer's bank account.