How do I complain about a dirty hotel room?

Contact the front desk or the on-site manager and explain the problem. Provide them with the evidence you have collected and ask for a resolution. In most cases, the management will take immediate action to address the issue and make the necessary changes in the room.



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What can I do if my hotel room is not clean? If for some reason, you are accidentally given a room upon check-in that is not clean, you should let the front desk know right away, and they can either move you to another room or if none is available, send up housekeeping and, hopefully, accommodate you while you wait.

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Experts say hotels consider refund requests on a case-by-case basis. I've seen complaints for everything from cleanliness issues to noise, either because of other guests or hotel construction, a lack of amenities, bad service, and safety and security concerns, said Tim Hentschel, CEO of HotelPlanner.com.

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The Basics Of Handling Complaints
  • 1 – Listen. It's possible that the guest(s) who are complaining may be angry or upset. ...
  • 2 – Empathize And Apologize. People want to be heard and validated. ...
  • 3 – Find The Root Of The Problem. ...
  • 4 – Offer A Solution. ...
  • 5 – The Follow-Up. ...
  • Take Notes. ...
  • Isolate The Situation.


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Experts say most places will offer you a refund if you have a reasonable excuse. If you are stuck with a nonrefundable room, try changing the date of your reservation. Some hotels will let you move the date of your stay if you ask. You can also resell your room and get your money back that way.

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If a hotel refuses to refund customer payments, the Federal Trade Commission (FTC) may step in via an enforcement action.

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But you don't have to accept those unexplained fees – you can dispute hotel charges and potentially get refunds. Review bills for errors, request removal of disputed charges, provide receipts as proof, and escalate to the credit card issuer and consumer agencies if needed.

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If you find your room dirty upon check-in, you may want to first take a picture or video, then simply speak to the front desk. If it's easily resolvable, the front desk will typically send someone to clean it and move you into another room.

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Room Cleaning Fees Most hotels charge a cleaning fee to cover the cost of cleaning the room after you check out. This fee is typically included in the overall cost of your stay. However, if the room is left excessively dirty or requires additional cleaning beyond the norm, you may be charged an extra fee.

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Hotels may charge for stained towels, but the cost varies depending on the hotel. Some hotels may not charge for minor stains, while others may charge a fee regardless of the severity of the stain. It is important to read the hotel's policy on towel stains before using the towels to avoid any unexpected charges.

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For the sleeping area, check the underside of the pillows to see if they've simply been flipped, and inspect the sheets properly – any remaining wrinkles are a sign they have not been cleaned, and any brown 'spots' could be bed bugs – which is incredibly serious, and you should leave immediately.

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While some hotels started experimenting with less frequent cleaning in the name of sustainability, it became far more widespread early in the pandemic, when to promote social distancing and other safety protocols, many hotels switched to offering room cleaning only if a guest requested, and sometimes only after staying ...

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What to Include in Your Refund Request Letter
  1. Include details about the transaction. ...
  2. Explain why you are seeking a refund, but make sure that your reason falls within the refund policy. ...
  3. Include your contact information so that the business can reach you in case they would like to accept your refund request.


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Complaints about a hotel can and should be made to management when your experience is not up to normal standards. If you have a subpar hotel stay, you can direct complaints to hotel employees, like the front desk worker or manager. You can also complain to higher managers if the hotel is a franchised company.

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It Depends on the Hotel's Policies
Some hotels may offer a refund or a switch to a different room if you report a roach infestation, while others may not.

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Generally speaking, it's best to plan to spend no more than 25-30% of your monthly income on a hotel room.

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Common hotel guest complaints
  • In-room cleanliness concerns.
  • Unpleasant odors (e.g., smoke, pets)
  • Problems with the temperature (too hot or too cold)
  • Trouble with the Wi-Fi.
  • A lack of free services or amenities.
  • The hotel is too noisy.
  • Too much traffic near guest rooms.
  • Lack of customer service.


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Write a complaint on the Better Business Bureau website, at www.bbb.org. Submit complaints to relevant organizations in the area or region the hotel servers. This way, you'll let locals know about the problems or bad service you received.

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