How to Request Hotel Compensation for Poor Experiences

  • Downgrades, safety/sanitary concerns, poor customer service, inaccessible amenities, and billing errors are all valid reasons to seek compensation from a hotel.
  • Be polite and specific and present photo evidence to support your “case” and improve compensation.
  • If hotels play hardball, try reaching out to their corporate office or seeing if your travel insurance can help.

I wouldn’t call it the trip from hell, but my wife Holly and I had a pretty crappy time at a relatively nice hotel recently. 

The valet verbally accosted us (for parking where the other valet told us to park), our server loudly (and wrongfully) accused us of not paying our dinner bill, and when we got to the room, there was pizza on our balcony. 

Like, half-eaten pizza. 

So I calmly documented all this for management, who promptly apologized and refunded our booking. 

Requesting hotel compensation doesn’t have to be intimidating. “If you’re unhappy with your experience, we want you to come up and tell us,” Tony, the manager of an Embassy Suites in Tennessee, told Erika.com. 

“If something hindered you from enjoying your stay, we’ll try to make it right — and that can include compensation.”

But what are valid reasons for requesting compensation from a hotel? What exactly should you say? And whether it’s a broken TV, a rude employee, or something worse, how much compensation will you be entitled to? 

. . .

What Are Some Valid Reasons to Request Hotel Compensation? 

We’ve all had those moments where we think, “Is this really worth complaining about? Or am I just tired?”

Well, to help you decide, here are some common (and quite valid) reasons to file a complaint and seek compensation from a hotel. 

Not getting what you paid for 

If you booked a room or service but didn’t get it due to negligence, overbooking, or some other issue on their end, that’s a 100% valid reason to notify management and seek compensation. 

For example, if you paid for a suite but got a studio or ordered room service that never came, these are fair grounds to contact the front desk and ask for a refund or an adjustment to your bill. 

Safety or sanitary concerns

I once checked into a relatively nice hotel in Reno, and despite booking a non-smoking room near the top floor, I was sent to a ground-floor room that reeked of cigarettes and had a broken window lock. Not only could I not breathe without gagging, but I just didn’t feel safe. 

After I expressed my concerns, the front desk eventually upgraded me to the best room they had available: the honeymoon suite, complete with a heart-shaped tub. 

RELATED: Injured at a Hotel? Learn How to Claim Compensation

Poor customer service

If a staff member was absent, unhelpful, or downright rude to you, you have a right to notify management and seek compensation. 

I recently had a situation where a valet directed me to a very specific parking space, and when I returned to my car, a different valet chewed me out for parking there. Given it was a nice place with good management, this weird interaction eventually led to a full refund of our trip. 

Missing amenities

If the gym equipment is unusable, the TV doesn’t work, or the free breakfast never appears, these are all fair reasons to request some form of minor compensation. Just be sure your request is reasonable, lest you appear on the subreddit r/TalesFromTheFrontDesk. 

“I even had a guest request for a day back because it was RAINING and they couldn’t use the pool due to thunder and lightning,” said one hotel employee

Inconveniences and general dissatisfaction

Hotels are expensive. If you feel like you didn’t get the experience you paid for, that feeling is worth diving into. 

The more specific you can get the better. Was it noisy due to construction? Was the elevator out? Was it packed with Spring Breakers who pinballed through the halls until 3 a.m.? 

Even if these things weren’t entirely the hotel’s fault, they may still be willing to offer a spa voucher or enough points for a free night to compensate. 

How to Request Hotel Compensation Effectively

Requesting compensation from a hotel comes down to three things: documenting the issue, preparing the ask, and making the approach. 

1. Document the issue and collect evidence

Whether it’s a loud neighbor or a busted elliptical, documenting the issue with photos and audio recordings can help support your “case” later. 

Plus, it’s much easier to let the proof do the talking versus describing an issue yourself. 

2. Prepare a specific (and realistic) compensation request

Hotels often ask, “What can we do to make it right?” So you’ll want to be prepared with an answer. 

For small stuff like dirty balconies or a broken TV, you may just want a room change and some points for your trouble. But for big stuff like black mold, a hostile staff member, or a terrible wall-to-wall experience, you may want to request a refund. 

3. Approach the front desk and be polite

Now that you have some evidence of the issue and a specific request prepared, it’s time to approach a hotel staff member. You don’t necessarily have to go straight to the manager, either. 

“Front desk associates are trained to hear complaints, and when necessary, issue basic forms of compensation like points and room changes,” says Tony, the manager of an Embassy Suites in Tennessee. 

“Even if your concern is more serious, they may be able to help you escalate to the manager more quickly.”

Examples of Effective Front Desk Complaints

The key to complaining to the front desk and getting compensation is to be polite, direct, and specific. 

Here are some real-world examples of major, medium, and minor complaints I’ve shared with hotels that have each resulted in more compensation than I initially had in mind: 

Situation no. 1: Hostile employees, gross room (major, full refund) 

Me: Hi, I’d like to report a concerning interaction I recently had with a staff member. At 6 p.m. last night, the valet directed us to park in this space [show photo]. But today, the valet’s partner approached us as we left the hotel and angrily demanded to know why we’d parked there. He refused to accept our explanation and continued raising his voice. It was bizarre and highly uncomfortable.

Front Desk: I’m so sorry to hear about that experience. Can I have our manager call you ASAP? 

Situation no. 2: Smoky/unsafe hotel room (medium, room upgrade)

Me: Hi, I recently checked into room 1002 and am hoping you can help me with a concern. Despite being listed as non-smoking, the room smells heavily of cigarettes and the window lock appears to be broken. I don’t really feel comfortable or safe in that room. 

Front Desk: I apologize for the inconvenience. It appears room 1003 is available. 

Me: Respectfully, I was hoping to receive some form of compensation for the time and effort involved in having to change rooms. 

Front Desk: I understand. Let me see… We can upgrade you to our honeymoon suite, would that be acceptable? 

Me: Ummm is it clean? Like super clean? Then yes, that sounds wonderful. Thank you. 

Situation no. 3: Missing free breakfast (minor, 5,000 points)

Me: Hi, I was looking forward to my complimentary breakfast this morning but it appears to have run out well before 9:30. 

Front Desk: Yes sir, breakfast is first come, first served.

Me: I completely understand, but would it be possible to receive a few points to compensate me for the cost and inconvenience of getting breakfast on my own? 

Front Desk: Let me see… We could deposit 2,500 points to your rewards account, would that be acceptable?

Me: Yes and thank you. 

How to Escalate a Claim If the Hotel Refuses

Unfortunately, despite your best attempts to be polite and precise, some hotels will just refuse to make things right. 

If you’re dissatisfied with their response or compensation offer, here are some additional steps you can take. 

Contact corporate

If your hotel is part of a larger brand (think: Hilton, Marriott, IHG), then reaching out to their corporate customer service team is your next best bet. 

The “big guns” can help break the stalemate and force the hotel location to respond to you, and if they still won’t, they may be able to offer you direct compensation. 

The key to contacting corporate is to once again be polite and specific. Add details about: 

  • Who you’ve already spoken with
  • The last time you heard from them
  • Why you’re dissatisfied with their response (e.g., “Despite showing them photos of mold in our bathroom, they refused to rebook us and only offered 5,000 points as compensation”) 

Seek help from your bank or booking app

If you booked through a travel portal like Chase Ultimate Rewards or Booking.com, their customer service team may be able to help. 

To set expectations, know that it’s not uncommon to hear, “Please contact the hotel directly.” But in some cases, they may be able to process a refund more quickly and willingly than the hotel can. 

In some cases, a bad hotel experience may actually be covered under your travel insurance

For example, let’s say you miss a flight due to severe weather or unforeseen illness, and the hotel refuses to refund your first night. 

Both situations are covered under trip cancellation insurance, so instead of wrestling with the hotel, you can just file a claim with your insurance provider.

(Keep in mind, too, that some credit cards automatically apply travel insurance to your bookings). 

If all else fails, you can also solicit an attorney’s help. A service like LegalShield can pair you with an attorney specializing in consumer rights, and from there you may be able to build a case and send a demand letter to the hotel. 

. . .

Common Mistakes to Avoid When Requesting Hotel Compensation

When things aren’t going right, it’s easy to get upset. But if you can take a deep breath, follow the steps, and keep a level head, you can avoid these common mistakes: 

  • Getting angry. In general, accosting someone isn’t the way to get what you want. Think of yourself as an attorney like Erika; stay focused and firm, and stick with the facts.
  • Accepting a lowball offer. If something genuinely ruined your paid guest experience (e.g., black mold, a hostile employee), don’t just settle for 2,500 points. Say, “This isn’t consistent with the experience I paid for” and ask for a single- or multi-night refund.
  • Waiting too long to address the issue. Hotel management is far less likely to take you seriously if you complain about a broken A/C unit after you’ve checked out. If there’s an issue, document the evidence and report it immediately. 

FAQs About Requesting Hotel Compensation

What issues qualify for hotel compensation?

Issues like unexpected room downgrades, poor customer service, unsafe/unsanitary conditions, billing errors, missing amenities, and general dissatisfaction are all possible reasons to seek compensation from a hotel. 

How much compensation can I request for a poor hotel experience?

It can range anywhere from a handful of points to a full refund of your stay plus a big pile of points. It entirely depends on the nature of the issue. 

A broken TV or a missing breakfast might be grounds for 2,500 points, while a verbally hostile staff member can result in a full refund of a three-night stay and an apology. 

Should I accept vouchers or insist on a refund?

If you’re unsure how or when you’d ever use a voucher, that’s a reasonable basis for requesting a cash refund. But if you book with this chain all the time, it might be worthwhile to accept the voucher. 

TL;DR: Getting Hotel Compensation

If you’re unhappy with your hotel experience, there are ways to request compensation without sounding entitled. 

Document the issue, present the evidence objectively and politely, and ask for a reasonable amount of compensation for your trouble. More often than not, you’re going to get it! 

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I'm an award-winning lawyer and personal finance expert featured in Inc. Magazine, CNBC, the Today Show, Business Insider and more. My mission is to make personal finance accessible for everyone. As the largest financial influencer in the world, I'm connected to a community of over 20 million followers across TikTok, Instagram, YouTube, Facebook and Twitter. I'm also the host of the podcast Erika Taught Me. You might recognize me from my viral tagline, "I read the fine print so you don't have to!"

I'm a graduate of Georgetown Law, where I founded the Georgetown Law Entrepreneurship Club, and the University of Notre Dame. I discovered my passion for personal finance after realizing I was drowning in over $200,000 of student debt and needed to take action-ultimately paying off my student loans in under 2 years. I then spent years as a corporate lawyer representing Fortune 500 companies, but I quit because I realized I wanted to have an impact; I wanted to help real people and teach them that you can create a financial future for yourself.

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Advertiser Disclosure

Our aim is to help you make financial decisions with confidence through our objective article content and reviews. Erika.com is part of an affiliate sales network and receives compensation for sending traffic to partner sites, such as MileValue.com. This compensation may impact how and where links appear on this site. This site does not include all financial companies or all available financial offers. Terms apply to American Express benefits and offers. Enrollment may be required for select American Express benefits and offers. Visit americanexpress.com to learn more.

Advertiser Disclosure

Our aim is to help you make financial decisions with confidence through our objective article content and reviews. Erika.com is part of an affiliate sales network and receives compensation for sending traffic to partner sites, such as MileValue.com. This compensation may impact how and where links appear on this site. This site does not include all financial companies or all available financial offers. Terms apply to American Express benefits and offers. Enrollment may be required for select American Express benefits and offers. Visit americanexpress.com to learn more.