Dissatisfied with the Hotel – Andrew

We understand how disappointing it can be when a hotel or resort does not meet your expectations — especially when you've waited months, traveled far and are with family. This article explains what to do next, who is responsible for what, and how to protect yourself and your booking if your stay is less than desirable.

Our goal is to help you resolve issues as effectively as possible and to set clear expectations about the roles of everyone involved.

Step 1: Address Issues Immediately With the Hotel

Your first and most important step is to report issues directly to the hotel, as soon as they occur.

If something about your room isn't right, the fastest way to improve the situation is to speak directly with the hotel, as soon as the issue occurs. Hotels are responsible for:

Room condition and cleanliness
Maintenance and safety issues
On-site amenities and service quality
Food preparation and service
Room changes within the same property

What to do on-site:

Visit the front desk or guest services immediately
Calmly explain the issues and ask for:
- A room change
- Maintenance to address the issue
- Escalation to a manager (if needed)
Ask for written confirmation of what was reported (service ticket, note in the system, or manager name)

Why this matters: Hotels must be given the opportunity to fix issues in real time. Most suppliers and agencies cannot intervene unless the hotel has first been notified and documented the concern.

Step 2: Document Everything

If issues are unresolved or feel serious, documentation is critical and can help protect you.

We strongly recommend you:

Take clear photos and videos (date/time stamped if possible)
Keep copies of:
- Emails or messages sent to hotel staff
- Names and titles of hotel employees you spoke with
- Written responses from the hotel or refusal to remedy

Important: Claims without documentation are difficult — often impossible — for suppliers to act on after the fact.

Step 3: Contact the Travel Desk While You Are Still On-Site

If the hotel cannot or will not resolve the issue, contact the Travel Desk immediately — before leaving the property and prior to booking an alternative on your own.

The Travel Desk can:

Contact the hotel or supplier on your behalf
Confirm what was booked vs. what is being delivered
Escalate urgent issues through official channels
Advise you on approved next steps

However, the Travel Desk cannot:

Force a hotel to upgrade, refund, or transfer a guest
Guarantee a move to a different hotel or resort
Override supplier or hotel policies
Reimburse costs incurred without prior approval

Leaving the hotel or booking another stay without authorization may void eligibility for refunds or assistance.

Step 4: Understand the Role of Third-Party Suppliers

Reservations are fulfilled through third-party suppliers. These suppliers:

Contract room inventory and rates with hotels
Transmit bookings to the hotel
Set the terms for changes, refunds, and relocations

Suppliers typically require:

Proof the hotel was notified
Proof the issue could not be resolved on-site
Supporting documentation from the traveler and hotel confirming the problem

Suppliers — not the Travel Desk — ultimately decide:

Whether compensation is warranted
Whether relocation is approved
Whether refunds are permitted

Step 5: Know What "Star Ratings" Mean (and What They Don't)

Hotel star ratings can vary widely and are not globally standardized. Star ratings often reflect amenities and services rather than individual guest experience.

Hotel star ratings:

Are not universal or standardized
May differ by country, rating system, or platform
Reflect amenities and services — not personal experience

A star rating does not guarantee:

A specific room condition
Personal satisfaction with food, decor, or style
That every guest will perceive quality the same way

Travelers are encouraged to:

Review recent guest reviews across multiple platforms
Understand that expectations and experiences vary

Everyone's Role in Resolving Issues

Your Role as the Traveler

Research accommodations prior to booking
Report issues immediately on-site
Allow the hotel a chance to correct problems
Follow the approved escalation process
Avoid self-directed changes without authorization

The Hotel's Role

Maintain safe, sanitary rooms and public spaces
Address guest complaints in real time
Offer reasonable remedies within the property
Document reported issues

The Supplier's Role

Honor contracted terms with the hotel
Review documented complaints
Determine eligibility for compensation or relocation

The Travel Desk's Responsibilities

Verify booking details
Assist with communication and escalation
Advocate within supplier policies
Provide guidance on next steps

About Chargebacks

While guests have the right to dispute charges, it's important to understand:

Chargebacks do not guarantee refunds
Disputes may delay resolution and freeze funds
Suppliers may deny claims if the issue was not reported correctly
Escalation through proper channels often leads to faster outcomes

We strongly encourage working through the resolution process before initiating disputes.

Final Thoughts

We take all guest concerns seriously and understand how stressful a poor experience can be. The best outcomes occur when:

Issues are reported early
Documentation is thorough
All parties follow the established resolution process

Travel involves multiple stakeholders, and successful resolution depends on cooperation and timely action from everyone involved. If you need help, contact the Travel Desk as soon as possible so we can guide you through the appropriate next steps.