In this article, I thought it might be beneficial to provide some advice on how to submit a complaint regarding a hotel. Additionally, I have previously addressed how to raise complaints with an airline, though it’s important to note that airlines and hotels operate in distinctly different sectors.
While airlines focus on transportation, hotels prioritize hospitality, which is meant to encompass the delivery of excellent service.
In this article:
Advice for successfully lodging a complaint with a hotel
Many of us likely conduct significant research prior to reserving hotels, examining reviews, evaluating the location, amenities, room types, and beyond. However, what do you do if your arrival at the hotel does not meet your expectations?
In some respects, expressing dissatisfaction about a poor hotel experience is nearly the opposite of voicing discontent about a poor flight. Therefore, allow me to share some general advice on how to address complaints with hotels in a cordial yet effective manner…
Report issues as they occur
If there’s something during your hotel stay that you’re dissatisfied with and can be resolved, it’s important to communicate your concerns promptly, allowing the hotel the opportunity to rectify the situation. I believe that nearly every hotelier would agree they prefer to correct any issues rather than hearing about them only at checkout.
This is also why I adopt particular routines upon checking in. For instance, once I arrive in the room, I like to ensure that the air conditioning, water, and Wi-Fi function to my liking, so I can address any problems right away.
Although hotels frequently distribute surveys after your stay to gather feedback, if significant issues arose during your visit, it’s best to have voiced them while still on the premises.
Allow hotels to resolve any issues
Identify to whom you should escalate your complaint
It’s also crucial to know who to approach with your complaint. If you’re merely offering some straightforward feedback for a minor fix (like a malfunctioning safe), simply informing a front desk employee will suffice, as they can relay the information to the appropriate individual for resolution.
For more serious matters, my initial step is usually to request to speak with the front office manager, giving them an opportunity to rectify the situation, as they represent the first “level” of management. If they cannot satisfactorily address your concerns, I would then ask to speak with the general manager, who is typically best positioned to assist.
It’s worth noting that the specific type of hotel you’re staying in can influence the “chain of command” for complaints. For example, in a small, limited-service hotel, the front desk agent might also be serving as the front office manager.
The front office manager should be your first point of contact
Be clear about what you expect
First and foremost, ensure that your feedback is expressed politely. We should always convey our feedback in a courteous manner, avoiding aggression or blame, as the principle of treating others well is always relevant.
That being said, when providing feedback, I believe it’s entirely reasonable to inform the manager what you would like as a resolution to an issue and what would satisfy you. Hotel managers aren’t mind readers, so if you’re hoping for something specific, don’t hesitate to communicate that.
Of course, they may not always be able to fulfill your request, and some negotiation might be necessary. Nonetheless, I think most managers appreciate when guests are straightforward, as it aids in finding a solution that satisfies everyone.
This could entail receiving an upgraded room, bonus points, a reduction in your room rate, or some kind of property credit.
Being direct is perfectly acceptable
Have realistic expectations
If you’re dissatisfied with certain aspects of your hotel experience, it’s also vital to maintain realistic expectations. The fact is that prices at many luxury resorts have surged significantly in recent years and are currently at an all-time high.
Simultaneously — at least in the United States — hotel owners are primarily focused on cutting costs and maximizing profits. Prices no longer reflect value, but rather for many hotels, they simply indicate what they can charge.
My point is that many individuals might now find themselves at a hotel charging $800 per night, whereas the same hotel could have cost $300 prior to the pandemic. Just to manage your expectations and ensure a pleasant experience, don’t assume that an expensive hotel will inherently offer exceptional service or amenities, as sadly that’s often not the reality nowadays.
I also believe it’s possible to decide against returning to a hotel without having specific complaints. Sometimes we simply don’t resonate with the design or atmosphere of a property, and that’s perfectly acceptable. We always have the freedom