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You're not alone, and your case answers its own question — that ambiguity is the system working as designed. I'm going through almost the identical playbook right now, from Romania.
My version: Revolut Stays sold me two hotel reservations in Alanya, Turkey. At check-in, both were relocated to an apartment block next to a bazaar — an address that appears nowhere in my booking confirmations. Then: a compensation of €568.83 **confirmed in writing by email**, with a case number, accepted by me, "approved for processing, 24–72h"... followed by a refund transaction of exactly **0 RON** in my account. Two weeks of "please wait" later, they told me the written offer was "an agent mistake" and cut it to €200 — claiming I had requested that amount myself, which their own chat logs disprove.
Same middleman shell game you describe, one layer deeper: I paid Revolut → Revolut blames "travel partner" Nuitee → who booked through a tour operator → who dealt with the hotel. The hotel manager told me to my face he *can't* refund me because the money never came from me to him. Four parties, zero accountability.
What I've done so far (Romania-specific, but the pattern may help): formal complaint with Revolut (they now owe me two Final Response Letters), national consumer protection authority (ANPC — registered), criminal complaint with the police for fraud, CSALB (our bank-consumer ADR body, equivalent of your FSPO route), and a petition to the National Bank of Romania as their supervisor — because a *bank* selling travel services through its banking app and then hiding behind intermediaries is exactly what a regulator should look at. Since Revolut Bank UAB is Lithuanian-licensed, the Bank of Lithuania is the common escalation point for both of us.
Full story with timeline here: [https://www.reddit.com/r/Revolut/comments/1uv6vqh/ro\_revolut\_stays\_sold\_me\_a\_hotel\_that\_didnt\_match/](https://www.reddit.com/r/Revolut/comments/1uv6vqh/ro_revolut_stays_sold_me_a_hotel_that_didnt_match/)
Good luck with the FSPO submission — document the 78 broken commitments exactly like you did here, that list is devastating in front of a regulator.

I want to warn people before you book your holiday through Revolut Stays. Here's what happened to me, with the full timeline. I have everything documented: booking confirmations, emails, chat transcripts, photos and videos.
\*\*The booking:\*\* In June I paid \~5,776 RON (\~€1,160) through Revolut Stays for TWO reservations at Blue Wave Suite Hotel – All Inclusive in Alanya, Turkey (22–26 June), both for Standard Double/Twin rooms, for me and my family, including my 4-year-old kid.
\*\*Check-in day:\*\* We were not accommodated at the hotel we booked. Both reservations were relocated — with zero prior notice — to an apartment building next to a bazaar, at an address that appears NOWHERE in my booking confirmations. No reception, no staff, no security, no parking. Rooms were a lower category (Economy instead of Standard). At one point the sewage system failed and the entrance was blocked for \~4 hours.
\*\*Why I couldn't just leave:\*\* I contacted Revolut support from day one asking a simple question — will I get refunded if I leave? They never gave a clear answer, just "please wait" for days. The hotel manager told me directly they can't refund me because I paid Revolut, not them. Every hotel in the area was fully booked (peak season). So I was stuck there with my family the entire stay.
\*\*The compensation circus:\*\*
\- First offer: 15%, then 20% (€113.77)
\- 29 June: Revolut confirmed IN WRITING by email a compensation of €568.83 "applying to both properties" (I have the email, case number and agent name)
\- 1 July: I accepted, they confirmed it was approved for processing, ETA 24–72h
\- What actually arrived: a refund transaction of 0 RON. Yes, zero.
\- Then weeks of "wait 72 hours", "wait 5 business days", "wait 24–72 hours"
\- 9 July: they told me the €568.83 "was offered by mistake" and unilaterally reduced it to €200, claiming I had requested that amount myself — which is simply false, and their own chat logs prove it
\*\*Where things stand:\*\* I've filed a formal complaint with the consumer protection authority in Romania (ANPC, registered), a criminal complaint with the Police for fraud, and an internal complaint with Revolut. I'm requesting a full refund since they refused to honor their own written commitment.
\*\*Lessons for anyone booking through Revolut Stays:\*\*
1. Screenshot EVERYTHING at booking time — room type, address, amenities. Listings can differ wildly from reality.
2. If something goes wrong, get every promise in writing (email, not just chat).
3. Don't count on quick support — I spoke with 15+ different agents over 3 weeks, each one restarting from zero.
4. A written compensation confirmation from them apparently means nothing until the money is actually in your account.
Happy to share redacted proof in the comments. Has anyone actually managed to get a full refund from Revolut Stays? Any advice on escalating to the Bank of Lithuania (their regulator) is welcome.

You're not alone, and your case answers its own question — that ambiguity is the system working as designed. I'm going through almost the identical playbook right now, from Romania.
My version: Revolut Stays sold me two hotel reservations in Alanya, Turkey. At check-in, both were relocated to an apartment block next to a bazaar — an address that appears nowhere in my booking confirmations. Then: a compensation of €568.83 **confirmed in writing by email**, with a case number, accepted by me, "approved for processing, 24–72h"... followed by a refund transaction of exactly **0 RON** in my account. Two weeks of "please wait" later, they told me the written offer was "an agent mistake" and cut it to €200 — claiming I had requested that amount myself, which their own chat logs disprove.
Same middleman shell game you describe, one layer deeper: I paid Revolut → Revolut blames "travel partner" Nuitee → who booked through a tour operator → who dealt with the hotel. The hotel manager told me to my face he *can't* refund me because the money never came from me to him. Four parties, zero accountability.
What I've done so far (Romania-specific, but the pattern may help): formal complaint with Revolut (they now owe me two Final Response Letters), national consumer protection authority (ANPC — registered), criminal complaint with the police for fraud, CSALB (our bank-consumer ADR body, equivalent of your FSPO route), and a petition to the National Bank of Romania as their supervisor — because a *bank* selling travel services through its banking app and then hiding behind intermediaries is exactly what a regulator should look at. Since Revolut Bank UAB is Lithuanian-licensed, the Bank of Lithuania is the common escalation point for both of us.
Full story with timeline here: [https://www.reddit.com/r/Revolut/comments/1uv6vqh/ro\_revolut\_stays\_sold\_me\_a\_hotel\_that\_didnt\_match/](https://www.reddit.com/r/Revolut/comments/1uv6vqh/ro_revolut_stays_sold_me_a_hotel_that_didnt_match/)
Good luck with the FSPO submission — document the 78 broken commitments exactly like you did here, that list is devastating in front of a regulator.

I want to warn people before you book your holiday through Revolut Stays. Here's what happened to me, with the full timeline. I have everything documented: booking confirmations, emails, chat transcripts, photos and videos.
\*\*The booking:\*\* In June I paid \~5,776 RON (\~€1,160) through Revolut Stays for TWO reservations at Blue Wave Suite Hotel – All Inclusive in Alanya, Turkey (22–26 June), both for Standard Double/Twin rooms, for me and my family, including my 4-year-old kid.
\*\*Check-in day:\*\* We were not accommodated at the hotel we booked. Both reservations were relocated — with zero prior notice — to an apartment building next to a bazaar, at an address that appears NOWHERE in my booking confirmations. No reception, no staff, no security, no parking. Rooms were a lower category (Economy instead of Standard). At one point the sewage system failed and the entrance was blocked for \~4 hours.
\*\*Why I couldn't just leave:\*\* I contacted Revolut support from day one asking a simple question — will I get refunded if I leave? They never gave a clear answer, just "please wait" for days. The hotel manager told me directly they can't refund me because I paid Revolut, not them. Every hotel in the area was fully booked (peak season). So I was stuck there with my family the entire stay.
\*\*The compensation circus:\*\*
\- First offer: 15%, then 20% (€113.77)
\- 29 June: Revolut confirmed IN WRITING by email a compensation of €568.83 "applying to both properties" (I have the email, case number and agent name)
\- 1 July: I accepted, they confirmed it was approved for processing, ETA 24–72h
\- What actually arrived: a refund transaction of 0 RON. Yes, zero.
\- Then weeks of "wait 72 hours", "wait 5 business days", "wait 24–72 hours"
\- 9 July: they told me the €568.83 "was offered by mistake" and unilaterally reduced it to €200, claiming I had requested that amount myself — which is simply false, and their own chat logs prove it
\*\*Where things stand:\*\* I've filed a formal complaint with the consumer protection authority in Romania (ANPC, registered), a criminal complaint with the Police for fraud, and an internal complaint with Revolut. I'm requesting a full refund since they refused to honor their own written commitment.
\*\*Lessons for anyone booking through Revolut Stays:\*\*
1. Screenshot EVERYTHING at booking time — room type, address, amenities. Listings can differ wildly from reality.
2. If something goes wrong, get every promise in writing (email, not just chat).
3. Don't count on quick support — I spoke with 15+ different agents over 3 weeks, each one restarting from zero.
4. A written compensation confirmation from them apparently means nothing until the money is actually in your account.
Happy to share redacted proof in the comments. Has anyone actually managed to get a full refund from Revolut Stays? Any advice on escalating to the Bank of Lithuania (their regulator) is welcome.