How to deal with poor Hotel Service?
Hotel Deals
mont_noirca asked:
Hi
I travel regularly on business and have always checked reviews of hotels that I stay at before I book them. Many times some reviewers on such sites as tripadvisor have given the hotels very bad reviews and other reviewers good reviews. I have always ended up being apprenhensive about staying at a hotel but so far have not had any problems.
Hi
I travel regularly on business and have always checked reviews of hotels that I stay at before I book them. Many times some reviewers on such sites as tripadvisor have given the hotels very bad reviews and other reviewers good reviews. I have always ended up being apprenhensive about staying at a hotel but so far have not had any problems.
In the event that I do stay at a hotel and my worst fears are confirmed with the hotel being an absolute nightmare, for instance, some of the reviewers have posted:
- no hot water for 2 days
- rooms dirty
- staff rude
- too much noise
Wheras others have said “wonderful stay,” ” best hotel” etc.
What is the best course of action to take with the hotel? What legal obligations do USA hotels have to their customers? Do I write a formal letter outlining my complaint and personally hand it to the manager? Can the hotel just say, sorry there is nothing we can do about it, and that’s that?
What is the best way to get a hotel complaint dealt with?
Leon
January 31st, 2009 at 5:16 am
don know
stop staying at hooker motels n get yourself to the doc
February 2nd, 2009 at 10:13 pm
Well, first I would contact the front desk and ask to be moved to another room. If that can’t be arranged, I would ask for a full refund and go stay at another hotel. I don’t know why you’d wait until after the fact to complain about poor service, I generally complain at the time it’s happening.
If they just refuse to correct your situtation I would contact the BBB in that city. They should be able to help.
February 4th, 2009 at 11:30 am
Send the complaint in - to the highest owner - A manager might just throw it away in order to stay out of trouble - Hoping you will let it go -
February 7th, 2009 at 10:09 am
Be sure to fill out the survey cards that are usually in the rooms with your dissatisfaction.
If it is really bad, then talk with the hotel manager or ask for contact information if he/she is unavailable.
February 9th, 2009 at 7:17 am
I travel for business quite a bit. If I have service issues I go direct to the hotel manager on staff at the time of the problem. If I am not satisfied with the resolution, I write a letter to the general manager. If that does not satisfy me I call corporate client care.
Usually, the manager on duty at the time generally can handle and will handle your issue. I try to stay at the same chain no matter where I go. This is helpful when you need to complain as they really do not want to lose loyal customers.
Consider joining a chain loyalty program and stick with the chain that has the best service. I find that Starwood hotels are the best service providers in the United States. Although, it seems that Marriott is starting to step up also.
Good Luck
February 11th, 2009 at 3:27 pm
“Shopping” has the right idea regarding the complaint trail. However, I would also post on this site any hotel experience you thought was very poor.. . . .
such as the
. . . . . HARRISON HOTSRPINGS HOTEL IN BC CANADA.
Overpriced, noisey area (by the beach) room smelled of vomit. Complained to the manager, who told us that the problem would be “taken care of”. If wasn’t, no other rooms available, excuse after excuse. NEVER AGAIN.
. . . . is the general idea.
February 14th, 2009 at 12:37 am
Reviews are an iffy thing and generally cannot be relied on. One person may think it’s great and another may have issues. One person may have an issue and go home, stew about it and not give the staff a chance to rectify it.
In a decent hotel the staff realizes that the best opportunity to advertise is when there is a problem. They take care of it promptly and you become a fan. Rather than someone who goes home and tells everybody that the place is horrible. So the key is when you have an issue you speak up! Calmly outline your issue at the desk and they can take care of it. If not well you insist on finding out when the main manager will be in and what is his/her name. This usually works.
When dealing with any service issue know exactly what will start to make you happy before you complain. This way whoever at the desk and the manager know which way to go. Noise? They can call that room. Dirty room? Look at it upon check in and say that you wish another room or that you will be stepping out for dinner and expect it to be rectified. Bottom line say as little as possible (not peole who get all crazy) and they will usually comply.
Giving a letter at the desk? Well you know what trash recepticle that is going in! But even if it is rectified send a letter later…… dates, times, names of who you spoke to, first names on badges of maids, etc. will mark you out as someone who means business.
But as another said sign up for a reward program or actually several. Service when you complain will be better and if you write a letter they will usually send you something in the mail. Or you can call the help line while staying and that will get people motivated. Even the cheaper ones like Red Roof.
It’s all about knowing how it works when you travel often.
February 14th, 2009 at 6:34 am
just call the hotel back and ask to talk to the manager
February 16th, 2009 at 2:31 pm
While you are at the hotel, make sure you complain, don’t wait until you get out. Take it to the head of their departments. You can always write up a complaint and leave it at the front desk requesting it to be sent to the department you’re complaining to.
Hotels have management, and management is divided into departments. If you are having problems with the food: You need to contact the Food & Drink/Beverage Department, problem with the laundry/bed sheets/not enough towels- you contact Laundry Service, Housekeeping.
If your problem has not been resolved instantly and on the same day (Hotels have a system, there is nothing they can’t do right then and there, depending on what they are, resorts, hotels, motels, hostel; BUT I’m talking about Hotels 3 Stars+)
You will need to send your complaint to the General Manager.
Tip: Do not leave the hotel unless your problem has been dealt with either with action or a free fruit basket.
February 16th, 2009 at 11:56 pm
The very first thing you do is: ask to talk to a MANAGER!!! Those clerks don’t have a CLUE!!
If the room is dirty……… ask the front desk if they had time to clean the room before you got into it. If there is too much noise, ask to be moved to a different room.
If there is no hot water….. I WOULDN’T be waiting 2 days…… I’d be right on their buts, asking for a manager & asking the manager WHEN the hot water will be back on. And IF they don’t know, ASK for a refund & go someplace else!!!! I would also ask for a manager IF the staff was rude.