How To Complain About A Substandard Hotel Experience

There are few things worse than booking the holiday of a lifetime only to have it ruined by substandard hotel service. You’ve got the sun shining, the beach glistening and the cocktails flowing but back in your room it’s a completely different story. Maybe your hotel room is damp or the bathroom looks like it hasn’t seen a cleaning product in far too long, whatever the case, it is important to know your rights and know how to effectively complain about your experience.

Firstly it is important to know exactly what to expect before you go. Read reviews online and do a bit of research about the hotel before you book. This way you will be able to tell more easily if the hotel is not performing like it should. If you book your hotel as part of a package there is a chance you might be given one of the cheaper rooms, so be sure to clarify this with the agency when making your booking.

Once you are there it was be very easy to tell if your room is up to standard or not. If you are paying top dollar then you should expect next to perfection. This means everything is clean and comfortable, the room is sound proofed and all the amenities it should have are present and in good working order. As soon as you notice anything not quite right with the room you should report it immediately to the Duty Manager. Do not suffer in silence! You should get what you paid for.

The majority of the time hotel complaints are dealt with effectively and the issue will either be resolved or you will be offered a different room or financial compensation. If this is the case then your job is done and you can enjoy the rest of your holiday. If, however, the hotel is not co-operating sufficiently then you have a bit more work to do.

If you cannot resolve your issue at the hotel then you will need to make a formal complaint and submit it in writing. Take the names of the people you communicate with at reception, take photos of everything wrong with your room and make sure to be specific about exactly what was wrong with the hotel room. The more details you provide, the more credible your complaint and the more likely you are to be compensated for your poor experience.

If you booked your hotel room as part of a package then your first port of call should be the agency through which you booked. You can contact the Association of British Travel Agents if you need more help dealing with this. If you booked the hotel independently then you will need to contact the management of the hotel. It is also worth noting that if you paid for you accommodation on credit card then you should be able to get some assistance from your credit card provider.

So, in brief, as soon as an issue arises, calmly and politely explain to the management what’s wrong and ask if they are able to fix it. A big smile and a pleasant demeanour are worth their weight in gold in this situation and doesn’t cost a penny so don’t lose your cool until you absolutely have to.