Many individuals, couples and families patronize hotels several days a year. However, unless they are frequent business travelers they probably aren’t aware of their rights when confronting a hotel during their stay. When should you confront a hotel? How should you confront a hotel? Before you travel get familiar with what to expect during your hotel stay and when it is necessary to exert your rights and issue a complaint.
It is first necessary to know what is reasonable and customary at any hotel. Five star hotels will offer more amenities and concierge services such as picking up your shirt and re-sewing a button on it. They might also offer personal shoppers, in-room facials or late night errand service. These are examples of the perks at a top-notch hotel even though not customary at other hotels. A two star hotel will not offer any of those services but they do have basic accommodations of a five star hotel that you should expect.
Expect and demand a clean and fully functional room. A clean room includes a clean floor free from any dirt, litter or moisture. Stains might be present in older lower star hotels. A stain is acceptable as the floor may still be clean. The furnishings, window treatments, and walls must all be free from dust, dirt/grime and gum. It is surprising how many hotel room desks or chairs have gum stuck on them. This is unacceptable. Your bedding should be clean. Of course the sheets and cases should be clean, but don’t overlook the blanket and spread. They must be clean as well. The bathroom should be clean and sanitized along with the toilet and tub. Don’t forget to use your nose! Foul odors, even when if offender is not visible, signifies a problem. If your room smells moldy, smoky or even too strong with cleaners you can exert your rights. If your room is not clean in every area, call the front desk and report your findings. You have the right to change rooms immediately. If this is not possible, a maid should be sent immediately to remedy the problem or that nights stay should be complimentary. That is your right.
Everything should work. The television, its remote, all lights and lamps should work. All fixtures should be in tact. If anything is broken or missing note this. It is important to write whatever is wrong and alert the front desk to your findings. You want to let them know for two reasons – to remedy the situation and to protect you from erroneous charges. Some hotels maybe be older or in need of a renovation. Even though everything may be clean and in good working order some wear and tear should be tolerated if not expected. Don’t expect anything except an apology when nicks or fading are found if you complain.
Expect the type room you paid for. If you reserved or paid for a king sized bed and are open the door to a room with double beds, you have the right to confront your hotel. Occasionally, a hotel will not be able to fill your request for a certain type of room. They should inform you of this upon arrival and then offer you a reduced rate or some other amenity. If your room has already been paid in advance, you can also request a certificate for a future stay. That is your right.
All hotel employees should be courteous and friendly. Poor attitudes, impatience and unfriendly faces should not be tolerated. It is your right to be treated with respect at the very least and like an honored guest at the very best. If you don’t feel welcomed or comfortable you have the right to expect an apology or even an amenity.
Some hotels have room service. You should expect exactly what you ordered. The temperature and freshness of the food is not negotiable. You have the right to complain and expect compensation when those expectations are not met. At peak times, room service might take longer than what you want. Ask before ordering how long should you expect to wait to manage your expectations.
Last, most customers want to sleep when they stay at a hotel. Some guests may stay at a hotel for just the opposite reason. If your immediate surroundings or neighbors are counterproductive to a good nights rest, let the hotel know. It is your right to change rooms immediately. If this is not possible you have the right to request a complimentary stay while at the hotel or in the future.
Check out the hotel rating before booking a room so you can know what to expect. When your reasonable and customary expectations are not met you have the right to confront the hotel. Call the front desk immediately and log your findings on a customer complaint form if you are not satisfied during your stay.
