Playbooks / Hotel
How to complain about a hotel
Hotel disputes are booked, charged, and confirmed in writing, which makes them among the easiest complaints to prove.
What goes wrong most often
- Room not as booked, with no comparable substitute
- Resort fees not disclosed at booking
- Charged for damage you did not cause
- Prepaid reservation cancelled on arrival
The evidence that decides it
- The booking confirmation with the rate
- Photos of the room
- The folio and card statement
Quote the booked rate, the final folio, and the difference.
The regulator most people never use
State attorney general; the brand's corporate guest relations for franchises
For a franchised property, the brand's corporate escalation frequently produces a refund faster than the property will.
Your state's channel is listed in the state complaint guides.
Where to post it
Wording that survives moderation
Start from a review template, keep every claim tied to a document, and read the wording rules before you post. If it comes down anyway, there is an appeal path.