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Independent. Digital. Cross-border.

P2B Dispute Resolution for Europe’s Hospitality Industry

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Asociación para la Resolución Independiente de Conflictos Online provides specialised mediation and online dispute resolution for disputes between online platforms and their business users under Regulation (EU) 2019/1150 — the EU Platform-to-Business Regulation.

Established in Spain and operating across the European Union, we have a particular focus on the hospitality, accommodation, tourism and travel sectors.

Our purpose is simple: to provide businesses and platforms with a practical alternative to lengthy and costly cross-border litigation.

When platforms and businesses disagree

Online platforms have become an essential part of Europe’s tourism economy.

Hotels, holiday accommodation providers, travel businesses, tour guides and other professionals increasingly depend on online intermediation services to reach their customers.

That relationship can also create disputes concerning:

Accounts, listings and visibility

  • account restrictions, suspension or termination;
  • delisting of accommodation or other services;
  • ranking and visibility;

Payments, terms and treatment

  • commissions, payments and refunds;
  • application or modification of platform terms;
  • differentiated treatment;

Data, complaints and decisions

  • access to data;
  • internal complaint handling; and
  • other contractual or operational decisions affecting a business user.

These disputes are frequently cross-border, technically complex and economically disproportionate to litigate.

That is precisely where specialised P2B mediation can help.

A European framework for platform disputes

The P2B Regulation – Regulation (EU) 2019/1150 was introduced to promote fairness and transparency in the relationship between online intermediation services and the businesses that depend upon them.

A framework for mediation

Article 12 creates a specific framework for mediation between platforms and their business users.

Specialised cross-border resolution

Article 13 goes further and expressly encourages the establishment of specialised mediation organisations capable of resolving these disputes, taking particular account of the cross-border nature of online intermediation services.

Our P2B service has been developed for this environment.

Built for digital disputes

Our procedure is online by design.

  1. Submission

    Most cases begin with a concise written submission and supporting documents.

  2. Platform response

    The platform has an opportunity to respond.

  3. Case Mediator

    An independent Case Mediator then assists the parties in identifying the central issues and possible solutions.

  4. Early Resolution Recommendation

    Where appropriate, the mediator may issue an Early Resolution Recommendation — a confidential and non-binding settlement proposal intended to help the parties reach an early agreement.

  5. Online mediation

    If further discussion would be useful, mediation can continue through an online meeting, private discussions or secure asynchronous communication.

  6. Settlement / closure

    The objective is not to reproduce litigation online. It is to resolve disputes.

Specialist knowledge matters

Platform disputes cannot always be understood by looking at the contract alone.

They may involve platform policies, ranking systems, account-management procedures, fraud controls, payment structures, regulatory obligations and the commercial realities of the underlying industry.

Our initial focus on hospitality and tourism allows disputes to be considered in their proper commercial context.

ADROIT, cooperation partner in Malta

European experience

The Association is based in Spain and works closely with ADROIT in Malta, whose team brings extensive experience in European online dispute resolution and the handling of disputes involving major digital platforms.

This cooperation gives us access to established dispute-resolution, legal and technological expertise while preserving the institutional independence of the Association and the independence and impartiality of every Case Mediator.

For online platforms

Contact and platform terms

Platform representatives can contact us to discuss onboarding, cooperation and secure portal access.

Contact usRead the Terms and Conditions for the P2B Platform

Fair process. Practical solutions.

Our P2B mediation service is based on five principles:

  • Independent

    The mediator does not represent either party.

  • Specialised

    The procedure is designed for platform-to-business disputes and the digital economy.

  • Fast

    Cases are managed through a streamlined online procedure with defined procedural stages.

  • Cost Efficient

    The process is designed to avoid the complexity and cost of unnecessary litigation.

  • Cross-border

    Businesses and platforms can participate remotely from throughout the European Union.

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