Complaints about disappointing hotel service can and should be submitted to hotel management. If you are still staying, see the hotel concierge or hotel manager to complain about the unsatisfactory service. In addition, complaints can be directed to the director if the hotel is managed under a franchise system. If the problem is not resolved during your stay, the hotel may offer compensation for the loss you have experienced, such as providing meal coupons or free stays. This article describes how to effectively communicate with hotel employees, escalate complaints, and share bad experiences with others to ensure management responds to your complaint and provides the best solution.
Step
Part 1 of 3: Communicating with Hotel Employees During Your Stay
Step 1. Meet the hotel concierge at the reception desk
The first step to complain about hotel services is to talk to the staff in charge of serving hotel guest registration. He acts as the first person to contact to formally submit a complaint or seek a solution. This method can be done while staying and after leaving the hotel.
- Meet the hotel concierge and say calmly and politely, for example: "Good morning. I've been staying in room 304 since yesterday, but the condition of the room is problematic."
- Describe your problem as clearly as possible, for example: "This morning, there were bed bugs in my suitcase."
- Describe your desired solution. Tell hotel staff what to do to resolve the issue, but make reasonable requests. Instead of demanding the hotel provide a change of clothes (because you can't provide proof), ask the hotel to refund and/or provide a coupon for another free stay.
- Don't interrupt when he's talking. Listen carefully to what he is saying until he finishes speaking.
Step 2. Meet the duty manager
If the hotel concierge is unwilling or unable to provide a solution, ask him or her to meet you with the duty manager. Typically, managers have the competence (and knowledge) to address issues that hotel concierges cannot handle.
- Politely convey that you would like to see the duty manager, for example: "Thanks for the help. I'd like to see the duty manager."
- If you are not at the hotel, call by phone and ask to be connected to the duty manager.
Step 3. Tell the duty manager that you would like to meet the general manager
After discussing it with your manager, it may be necessary to escalate the complaint if he or she is unable to help. The general manager must listen to your complaint and provide the best solution.
- Ask the general manager's contact number for the duty manager or hotel staff.
- The duty staff or manager may be hesitant to comply with your request. Make requests politely and insist until they relent. Follow up telephone or face-to-face conversations for information until you have the general manager's contact number.
- Explain your problem to the general manager. Have a polite conversation and give praise for the service of hotel staff, if needed. Explain why you are complaining and let him know that you hope he can come up with the best solution.
- If you are staying at a hotel that is part of a large group, the general manager is easier to find and ready to address any issues you may encounter. Small hotel managers want to hear complaints, but do not necessarily provide compensation.
Part 2 of 3: Escalating a Complaint to the Other Party
Step 1. Contact the hotel management company if any
If the hotel staff is unwilling or unable to help so that there is no satisfactory solution, contact the company that manages the hotel. Employees who work in corporate teams are usually more responsive when responding to hotel guest complaints.
- Look for the hotel management company's contact information on its website.
- Send a formal email or letter to the right person. Describe the problem in detail in a polite manner.
- Contact the corporate team at the hotel management company by telephone and ask to be connected to the customer service or complaint handling department. If it is connected, submit a complaint: "Good morning. Last week, I stayed at the _ hotel. I am very disappointed because the service and cleanliness of the hotel is not satisfactory. I feel wronged."
Step 2. Contact the person in charge when you book a hotel room
If you book a hotel room through a travel agent or a website that provides hotel room reservations, file a complaint with the company.
- If you book a hotel room through a website, be prepared to wait a bit longer when contacting customer service staff.
- State the complaint clearly.
- Have a transaction code or payment receipt ready before calling.
- Provide supporting evidence, such as a photo, a police certificate, or the name of the hotel employee who served you.
- Keep in mind that hotel or travel agency websites are often unresponsive to customer complaints due to the large number of transactions and the lack of profit from individual transactions.
- If the hotel booking company does not respond to your complaint, the final step is to upload a negative review to the hotel's website page.
Step 3. Submit a complaint through the organization with the regulatory authority
Depending on what you're complaining about, make sure you contact the relevant organization. Government organizations that oversee public accommodation providers are able to determine and apply appropriate sanctions.
- Contact the health department if you have any complaints about the cleanliness and sanitation of the hotel.
- Contact the division/department of the local/central government organization that oversees hotels and restaurants. If your complaint is serious enough, the competent authorities will take action or conduct an investigation into the problematic hotel.
Part 3 of 3: Sharing Your Complaints with Others
Step 1. Write a review and then publish it through the website
If you want to share your complaint with others over the internet, upload your review to the websites of travel agents and hotel room booking companies so that your complaint is known to as many people as possible.
- Write a short review of up to 200 words using the Word program.
- Publish your review through websites, such as Yelp and TripAdvisor.
- Look for the websites of travel agents and hotel room booking companies. Upload your review to several relevant websites to spread the complaint.
- Be aware that the website will maintain good relations with hotels and travel agents. Your complaint may be censored or deleted.
Step 2. Submit a complaint through the website of the Indonesian Consumers Foundation (YLKI) or the National Consumer Protection Agency (BPKN)
If you have not received a satisfactory solution after sharing your complaint with others through the website, continue to file a complaint through the consumer protection website.
- Submit a complaint via ylki.or.id.
- Write a complaint letter and submit it through www.bpkn.go.id.
- Make sure you submit a complaint to the right organization according to the location of the hotel so that local residents know the problem you are experiencing and the quality of hotel service.
Step 3. Share your experience with others
You need to share this with your friends and acquaintances, especially if they frequently stay at hotels where you feel disappointed.
- If someone says they want to stay at this hotel, share your experience.
- Don't exaggerate your bad experience.
- Don't be so negative that hotel employees feel offended.
