One of my least favorite hotel commercials is about two people checking out. It turns out they paid different rates at the same hotel. Obviously, it seems they had a hotel room complaint.
Courtesy – Langham Hotel Group
It doesn’t say what kind of rooms they each had. Sometimes, it is just about a place to sleep for a night and the best rate possible. Quite frankly, I will tell people if that’s the goal and the room doesn’t matter, take the deal if it’s good enough. But often, the lowest price does mean the most basic or least desirable room.
On the other hand, a room often matters, whether it’s the view, the bedding, a bath vs a shower, or location. In those cases a preferred or well-connected travel agent can make a huge difference.
Even the best efforts, however, can go astray. Or not meet expectations. Maybe it’s a mistake by the hotel. Maybe you weren’t clear. But you walk into the room and you’re disappointed.
A well-connected travel agent can make a big difference. But even with the extra touch, it can turn out badly.
Just for an example, I had a client who had been upgraded by a hotel’s sales manager. They were moved from a partial ocean-view room at the far end of a wing to one of their best ocean-view rooms in the middle of the hotel. But with the window open, they could hear people leaving the main restaurant and bar.
Another client told me what they liked about a particular room, and the hotel carefully tried to match them to a similar one on a higher floor, which the hotel considered better. Except it turns out they liked the other side of the hotel.
Suppose you dream of a hot bath after a long day of traveling. If you end up in a shower-only room (in a hotel with both options), that’s disappointing. The list goes on. Some people prefer a bigger room over a better view or would take different bedding for a different view. Or they want as quiet a room as possible. etc., etc.
Sometimes, travelers communicate these preferences in advance, but not always.
Sometimes, a front-desk clerk is busy and does not notice the requests. And in some cases, a hotel may be doing its best, but better rooms aren’t available. Other times, they can move rooms — IF they know about it.
This means the time to ask to be switched or to complain nicely is when you first get to the room. Or if it’s a noise or other issue you don’t notice until the first night or morning, ask as soon as the problem arises.
Maybe you booked through a travel advisor or agent you know has a relationship with the hotel who may have steered you to the property. Let them know as soon as possible, too. (Of course, within reason … no one wants a 3 a.m. phone call or text unless it’s urgent.)
If you pay for the least expensive room and want to move, a hotel may refuse to move you.
Mount Washington Hotel in New Hampshire.
Quite frankly, no hotel wants only to sell their cheapest rooms. And even if a better room is available, the hotel might sell it to someone else for the next night. It happens. (Even to travel agents —— we’ve all had more than our share of rooms we wouldn’t put our clients in, especially if we’re getting a discount …)
But I do remember checking in at a hotel where a “gentleman” in front of me (I use that term loosely), berated the poor front desk clerk because he wanted an ocean-view room. She noticed he had booked a “resort” view (i.e., no view). He asked if there were any such rooms, and she said yes, but he kept whining, “Well, why can’t I have one?” “Because you didn’t pay for it, sir.”
She later told me with a sigh, “Costco booking.”
If it’s serious buyer’s remorse, ask a hotel how much it would cost to upgrade. They may be much more receptive in that case.
The worst emails come from clients after they return with a hotel room complaint.
They share their disappointment stories after they get home. And then I found out the hotel was trying to do a good deed/upgrade and COULD have switched them.
If none of their preferred rooms had been available that night, they could have switched to mid-stay, which is especially important for a more extended stay.
In the short version, no one in the travel industry wants unhappy clients. And speaking when there’s a chance to fix it benefits everyone.
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Janice Hough is a California-based travel agent a travel blogger and a part-time comedy writer. A frequent flier herself, she’s been doing battle with airlines, hotels, and other travel companies for over three decades. Besides writing for Travelers United, Janice has a humor blog at Leftcoastsportsbabe.com (Warning, the political and sports humor therein does not represent the views of anyone but herself.)
