In this post, I thought it would be interesting to share some tips for how to file a complaint with a hotel. Separately, I’ve written about how to complain to an airline, though the reality is that airlines and hotels are very different businesses.
While airlines are in the transportation business, hotels are in the hospitality business, and that’s supposed to include providing good service.
In this post:
Tips for effectively filing a complaint with a hotel
Most of us probably do quite a bit of research before booking hotels, by reading reviews, studying the location, amenities, and room categories, and more. However, what happens if you show up at the hotel and your experience isn’t what you were expecting?
Well, in some ways, complaining about a bad hotel stay is almost the opposite of complaining about a bad flight. So let me share some general tips for how to complain to hotels in a friendly yet effective way…
Address problems as soon as they arise
If there’s an aspect of your hotel stay that you’re not happy with and it’s actionable, you should make your concerns known immediately, and give the hotel a chance to make things right. I think just about any hotelier would tell you that they’d rather have a chance to right any wrongs, rather than only hearing about issues when you check-out.
This is also why I have certain hotel habits once I check-in. For example, as soon as I get to the room, I like to make sure that the air conditioning, water, and Wi-Fi work to my satisfaction, so that I can immediately address that, if not.
While hotels often send out post-stay surveys soliciting feedback, if you had serious issues with your stay, hopefully you addressed them before you left the property.
Know who to escalate your complaint to
It’s also important to know who to escalate your complaint to. If you’re simply sharing some basic feedback for an action item (like a safe being broken), you can just let a front desk agent know, and they can pass it on to the right person, so that it can be fixed.
For something more serious, my first course of action is generally to ask for the front office manager, and give them the chance to make things right, since they’re basically the first “layer” of management. If they can’t resolve concerns in a satisfactory way, I’d request to speak to the general manager, who should be most empowered to help.
Let me of course acknowledge that the type of hotel you’re staying at also impacts the “chain of command” for complaints. For example, at a small, limited service hotel, it’s possible that the only front desk agent is also the front office manager.
Be direct about what you’re looking for
First and foremost, when you provide feedback, make sure you’re being polite. We should always share feedback in a polite way, without being aggressive or accusatory, as the golden rule never goes out of style.
That being said, when sharing feedback, I think it’s totally fair to share with the manager what you’re looking for as a resolution to an issue, and what would make you happy. Hotel managers aren’t mind readers, so if there’s something in particular that you’re hoping to get, just let them know.
Of course they won’t always be able to accommodate your request, and there may be an element of negotiation to this. But still, I think most managers prefer when guests are direct, since it makes it easier to find a resolution, and make everyone happy.
This could be an upgraded room, some bonus points, a reduction in your room rate, a property credit of some sort, etc.
Be realistic with your expectations
If there are things that you’re unhappy about with a hotel stay, I also think it’s important to have realistic expectations. The reality is that pricing at many high-end luxury resorts has gone through the roof in recent years, and is higher than ever before.
All the while — at least in the United States — hotel owners are largely doing everything they can to cut costs and maximize profits. Pricing no longer represents value, but for many hotels, it just reflects what they can get away with.
My point is simply to say that many people may find themselves at a hotel charging $800 per night now, while the same property would have cost $300 before the pandemic. Just in terms of managing your expectations and having a nice time, don’t expect that a hotel will have amazing service or amenities just because it’s expensive, as sadly that’s just not the case anymore.
I also think it’s possible to decide that you don’t want to return to a hotel without actually having anything to complain about. Sometimes we just don’t like the design or vibe of a property, and that’s fine. We’re always free to vote with our wallets. Along similar lines, we’ve probably all gone to restaurants that we wouldn’t return to, but they weren’t necessarily meals we’d complain to the manager about either.
What to do when you reach a dead-end
The single person most empowered to assist with any issues at a hotel is the general manager. However, what happens in situations where the general manager is unhelpful, combative, dishonest, or unwilling to engage? It’s extremely rare, but it does happen (for example, some may remember my four-hour stay at Aegon Mykonos).
If you get to the point where you feel like your issue can’t be resolved on property, you have a few best courses of action:
- If you’re staying at a hotel belonging to a hotel group, you can reach out to corporate affairs, in hopes of them liaising in finding a solution
- You can of course use social media and review sites to share your negative experience, which may often get hotels to take note
- If it’s a very serious issue and no other avenue gets a satisfactory solution, there’s always approaching someone in the media, in hopes of negative attention making a difference
Bottom line
I don’t want to suggest that there’s a single right approach to take when complaining to hotels. However, I think two things are key — make your issues known as quickly as possible, and always be polite. Personally, I typically start with the front office manager, and if the issue isn’t resolved there, I’ll escalate it to the general manager.
Though truth be told, only very rarely do I find anything at hotels worth complaining about. There are of course plenty of hotels I have no interest in returning to, but that’s not due to one actionable thing being wrong.
What’s your approach with complaining to hotels when things don’t go as planned?
I stayed at a Holiday Inn Express in a Detroit suburb (toward the south) and there were air conditioning / compressor units right outside my window. They were cycling on/off and I couldn't sleep. I asked for a different room and I was told the hotel was fully booked even though the parking lot had only ten cars. I pointed that fact out and the night manager just repeated that the hotel was full.
One maybe valuable addition.
The way you should complain varies greatly from culture to culture. There are countries in the world where you can be way too nice and won't get anything because your complaint is not taking seriously and then there are countries in the world where you cannot be too nice and friendly. Talking two extreme, complaints in Russia (someday that may be relevant again) and in Thailand are two totally different matters....
One maybe valuable addition.
The way you should complain varies greatly from culture to culture. There are countries in the world where you can be way too nice and won't get anything because your complaint is not taking seriously and then there are countries in the world where you cannot be too nice and friendly. Talking two extreme, complaints in Russia (someday that may be relevant again) and in Thailand are two totally different matters. What will get fast action in one country will get you on the "ignore" list in the other.
Golden rule still applies but keep the local culture in mind
About 10 years ago I stayed at a full service (Marriott family) hotel in downtown Fresno, CA while on a business trip. When I first entered the room it was completely dark and I was unable to find a light switch near the door. I ended up walking into furniture subsequently hurting my leg as I searched for a light of any kind. During my stay I was not impressed with the hotel, its layout...
About 10 years ago I stayed at a full service (Marriott family) hotel in downtown Fresno, CA while on a business trip. When I first entered the room it was completely dark and I was unable to find a light switch near the door. I ended up walking into furniture subsequently hurting my leg as I searched for a light of any kind. During my stay I was not impressed with the hotel, its layout or features. After checking out I received a questionnaire by e-mail. I was critical in my review about the layout of my hotel room and how dangerous it was to not have a light switch next to the door. I also compared the depressing hotel design to an old hotel you would find in exSoviet eastern Europe. The general manager replied by e-mail apologizing for my poor experience and fully refunded the room rate to my credit card. Looking at Google Maps the building was most recently a Raddison and now permanently closed. Probably best since downtown Fresno is quite sketchy.
Funny that you used the Andaz Maui as a photo about not all hotels being a good value. I distinctly remember staying there and the key not working to my room. From the time that we brought this up with the front desk to the time that the maintenance person got around to fixing the door (i think the batteries were dead on the lock) took over an hour. Naturally they didn't seem to care about my issue at the front desk. Otherwise it was a great resort.
I thought the photo was the unphotoshopped Aegon Mykonos.
I also believe in the rule of giving them an out, if it's something that you do want compensation for, and not I just gotta get out of here situation. What I mean is, if you immediately go down the "I'll never stay here again!" route, you are not giving them the opportunity to make things right. You've already made up you mind, so there is nothing that will be satisfactory. There are times when...
I also believe in the rule of giving them an out, if it's something that you do want compensation for, and not I just gotta get out of here situation. What I mean is, if you immediately go down the "I'll never stay here again!" route, you are not giving them the opportunity to make things right. You've already made up you mind, so there is nothing that will be satisfactory. There are times when that is warranted of course.
But, if it's for more moderate issues where a room upgrade would suffice, like you said, be direct, and reasonable as to what you can expect.
Curious to get an opinion on what a fair compensation would be for our situation.
My wife and I stayed at a $$$$$ hotel in Tokyo. No written/verbal notices were provided and the window cleaners coming down the high rise saw us taking a bath.
What do you think would have been a fair resolution?
Go see them taking a bath?
Why is there so much comical relief to people's problems.
An apology
They like this in Asia, just note the design of a glass toilet so your SA can watch you going whole they're "going" in the shower. Windows ain't a thang
Several years ago, I stayed at the Holiday Inn - Kensington Station in London. My room was ICE COLD...65°F. I immediately went to the front desk, waited due to many checkin's and finally told the bellman. "We well get that fixed right away." Didn't happen. I went back to the front desk a bit later and told the front desk manager. "We will get...." NADA. That night, I slept under two blankets. Next morning, same...
Several years ago, I stayed at the Holiday Inn - Kensington Station in London. My room was ICE COLD...65°F. I immediately went to the front desk, waited due to many checkin's and finally told the bellman. "We well get that fixed right away." Didn't happen. I went back to the front desk a bit later and told the front desk manager. "We will get...." NADA. That night, I slept under two blankets. Next morning, same thing. NADA. I managed to "pinch" a stand alone "electric fire" that was in the hallway. That took a bit of the edge off. I called...oh...the phone was missing a bunch of buttons. I guessed and got the right number. Again...NADA. When I went to check out, I asked for the manager. "He's in a meeting." Aren't they all? They will give me 1,000 IHG points. Nope...not good enough. I wanted $$$ credits. I would have waited until hell froze over (could have done that in the room!) but my ride to Heathrow was waiting. I write polite business letters. I snail mailed letters to the hotel, to corporate UK and corporate US and never got an answer. I protested the charge with IHG MasterCard to no avail. So, I cut up my card, transferred my 80,000 points (at a loss!) to something else and have not set foot on an IHG property since. I also gave them 1 star on TripAdvisor. They responded to that but it was way too little and way too late! BUH BYE
That's because ICE COLD should be 32F.
65 F means 18 celsius. Standard room temperature in a sleeping room is 16 Celsius. So your room had not been ice cild but instead many people would've complained for it being too warm
What are your thoughts about noise complaints? Had an FHR stay at a nice hotel in Atlanta (Marriott Luxury Collection) last week. The first night there was a family with small children in the adjoining room, quite noisy until about 10 PM. The next night it was loud-talking women (I think they imbibed liberally that evening) up until almost 2 AM. I'm less mad about the noisy folks, and more upset about the terrible lack...
What are your thoughts about noise complaints? Had an FHR stay at a nice hotel in Atlanta (Marriott Luxury Collection) last week. The first night there was a family with small children in the adjoining room, quite noisy until about 10 PM. The next night it was loud-talking women (I think they imbibed liberally that evening) up until almost 2 AM. I'm less mad about the noisy folks, and more upset about the terrible lack of sound insulation with these adjoining rooms. This happened one other time many years ago in a W Hotel, and I have never stayed at that brand again. Other than knowing this hotel is not a good fit for us would anyone do anything else?
I once had a Residence Inn desk tell me at 3am I should just call the cops myself on a very noisy adjacent room.
I never consider noise - to a reasonable extent anyway - a complaint before 10pm, and later in a “party” hotel… if you were hoping for an 8pm bedtime Miami Beach might not have been the right spot. :P
Lucky, good to see such a practical and constructive article - and that you've come a long way since the early days when you were way too 'nice' and would unquestioningly accept bad service instead of rightfully and assertively complaining!
That Chester Karrass seminar paid off!
“Not all hotel stays are going to be a good value“. *Choice Privileges and Wyndham have left the chat.*
Not all that different from airlines, except there's no federal DOT complaint equivalent for hotels. I guess if it is truly a widespread scam or fraud, then maybe the FTC.
That said, my rule of thumb is to start with internal complaints (property) and escalate (corporate); then, it's a combination of credit card disputes (hopefully appeal to charge-back); and if not, maybe state attorneys general or consumer affairs department; and, finally small claims court....
Not all that different from airlines, except there's no federal DOT complaint equivalent for hotels. I guess if it is truly a widespread scam or fraud, then maybe the FTC.
That said, my rule of thumb is to start with internal complaints (property) and escalate (corporate); then, it's a combination of credit card disputes (hopefully appeal to charge-back); and if not, maybe state attorneys general or consumer affairs department; and, finally small claims court. (I wouldn't even bother with the Better Business Bureau, as they just waste your time).
However, that's mostly domestic US hotels, if this happens overseas, you'd be in-luck if EU or Canada/Australia/NZ, because they have consumer protections, but elsewhere, it gets messy fast. Credit card dispute is often the best case. Get travel insurance; even though, they'll probably deny your claims anyway. *deep sigh* Good luck out there, folks!
I think you're spot on. I also think with hotels what you are complaining about is a lot more tangible so specific complaints are harder for them to deny. You can take a photo, for example. Yeah, a delayed flight may have messed up your whole day, but getting to tangible damages is more time consuming. At a hotel, something isn't as advertised/published, you point it out, they say yes or no, and then you...
I think you're spot on. I also think with hotels what you are complaining about is a lot more tangible so specific complaints are harder for them to deny. You can take a photo, for example. Yeah, a delayed flight may have messed up your whole day, but getting to tangible damages is more time consuming. At a hotel, something isn't as advertised/published, you point it out, they say yes or no, and then you move on to step 2. There's also the realization you must have that hotel brands are running your revenue versus compensation history.
People rag on Hilton but as a Diamond for 20 years, they've generally made things right or thrown something my way. I also send more compliments than complaints, and complain when it's something that is specific.
Airport shuttles not running during published hours has been the source of two complaints in the last year. One of them, they flat told me the person went home early so "Guess you need to Uber." Limited service property and the only employee there was the front desk. They weren't empowered to do anything but apologize, but I politely stated that just please note that I will not be paying for the Uber in the end and did they have a contact I can follow up with during business hours. The hotel GM refused to reimburse, so I gave them a bad survey and complained to Hilton. Hotel GM had a new attitude two days later when asking how to pay me back.
Another at a Doubletree the Hilton app had hours that weren't correct. I ended up in an Uber on my own dime. Wrote a complaint the next day to Hilton, front desk manager called me within hours and asked for a screen shot of where I saw the hours so she could update them and threw me 10k points. Works for me.
But you're right that addressing it on property with first level manager often is a good solution. I was at a full flag Hilton by a major airport and just wanted a dang cup of coffee to go and wanted to use my F&B credit for it. Lobby Starbucks was closed. No sundry shop. The front desk told me go to the restaurant. Restaurant told me only way to get a cup of coffee was table service and had to buy the buffet. I went to the front desk and asked for their manager. She happened to be right there, said "come on" and walked me into the restaurant, got me a large to-go cup, and told me to help myself for free.
You need to invite Sebastian as a special guest.
The masterclass extortion.
Key is first raising it with the front desk supervisor / manager (unless there's a good reason you cannot). Other front desk staff usually not empowered to do that much other than escalate, and often they may simply be less experienced in what a guest should reasonably expect and not escalate things that a supervisor/manager would have taken action on. If no traction there, if the hotel sends post-stay surveys, fill it in; they can...
Key is first raising it with the front desk supervisor / manager (unless there's a good reason you cannot). Other front desk staff usually not empowered to do that much other than escalate, and often they may simply be less experienced in what a guest should reasonably expect and not escalate things that a supervisor/manager would have taken action on. If no traction there, if the hotel sends post-stay surveys, fill it in; they can be surprisingly effective at getting responses and resolution. Then raise to corporate (if there is one), but this is way less effective at some chains compared to others and/or has become less effective in the same chain over time (e.g., mentioning no names but chains that prioritize hotel owners over guests ;-)). One of these will usually get a reasonable outcome, assuming not a serial complainer and the issue is truly an issue, though persistence and patience is often needed.
Very true on the surveys. If I've had a hotel with on-site leadership be purposely contrary, I've just tanked the survey and, admittedly on a handful of samples from past few years, getting a reply within a day or two with a newfound sense of helpfulness. I did hear from a DoubleTree manager that the then follow-up survey on how well they addressed my complaint is more important.
Push the manager into the swimming pool .