| Almost all of us have had a bad experience with a | | | | 2. Go to top (but be reasonable): Elevate your |
| hotel at one point or another. Perhaps the room was | | | | problem to the hotel manager on duty. Do not waste |
| not entirely clean, had an odor, or was located a little | | | | your time with the lower level staff if they are not |
| too close to the ice machine. Maybe the | | | | easily willing to resolve the problem or do not have |
| complimentary continental breakfast was only worth | | | | the authority to do so. When you speak to the hotel |
| what you paid. Or perhaps the 17 year old front desk | | | | manager, understand that even the manager not be |
| clerk was too busy on her BlackBerry to check you | | | | able to accommodate your request. If it is a different |
| out, making you miss the next shuttle bus to the | | | | hotel room you are seeking, the hotel may be at |
| airport. | | | | maximum capacity. Try to be flexible and think |
| Whatever the case may be, consumers should not | | | | outside the box. If the pool is closed, perhaps there |
| just complain to their family and friends after they | | | | is a nearby hotel whose pool you can use. The point |
| get home from their vacation or business trip. Raise | | | | is this - work with the hotel to find a solution. |
| the issue with the hotel - if done correctly, you not | | | | 3. The Letter of Complaint: If the hotel cannot |
| only may resolve the problem but you may receive | | | | adequately resolve the issue, it is a good idea to |
| compensation. Wouldn't it be great to receive a free | | | | write a letter. A good letter of complaint to a hotel |
| hotel stays, room upgrades, discount coupons, or | | | | starts before you even leave the hotel. Take notes |
| even cash refunds for your troubles? Follow these 3 | | | | of the dates and times of key events, the name and |
| steps for best results to resolving a hotel complaint: | | | | position of the staff you spoke with, and the nature |
| 1. Address the problem right away: When something | | | | of the conversation. These notes will come in handy. |
| goes wrong with your hotel stay, the first course of | | | | The letter should be sent to the highest person in |
| action is to raise the issue with the hotel clerk as | | | | the company you can find - even the CEO. Stick to |
| soon as the problem is discovered. Simply explain to | | | | the facts and do not be rude. Most importantly, tell |
| them how your expectation is not being met and | | | | them how you would like to be compensated. |
| what you would like them to do about it. | | | | Common items received include full or partial refunds, |
| Suppose you receive a room that is located near the | | | | complimentary future stays, hotel loyalty points, and |
| ice machine and you can hear the machine every | | | | discount coupons. |
| time someone goes for ice. Tell the front desk that | | | | I travel up to 100 days per year. While many hotels |
| your room is noisy due to the ice machine, that you | | | | fail to meet certain standards, promises and |
| are a light sleeper and would like to be moved. When | | | | expectations, I find that most hotels are genuinely |
| speaking with hotel staff, always remain calm and | | | | interested in resolving problems. Do not hesitate to |
| polite but do not be afraid to assert yourself. For | | | | tell someone when something is not right. You may |
| instance, do not hesitate to tell them that you are | | | | find the hotel is willing to fix the problem while |
| willing to take a room upgrade but a downgrade is | | | | receiving valuable feedback to improve the stay of |
| not acceptable. | | | | future visitors. |