Dealing with problems at a hotel can be frustrating, but knowing how to email to a hotel about the unwanted causes makes the process smoother. This guide will walk you through the best ways to communicate your concerns effectively, ensuring your voice is heard and hopefully, the issue is resolved. We’ll cover everything from what to include in your email to specific examples for different situations.
What to Include in Your Email
When you email a hotel, the goal is to clearly and concisely explain the problem. Here’s a breakdown of essential elements:
1. Start with a clear subject line. This immediately tells the hotel what your email is about. For example, “Complaint Regarding Room 205 – Broken AC” or “Feedback on Stay – Reservation #12345.”
2. Identify yourself and your stay. Provide details like your name, reservation number, check-in and check-out dates, and room number. This helps the hotel quickly locate your information.
3. Describe the issue clearly and objectively. Avoid overly emotional language. Instead, stick to the facts. Mention the time of the incident, who was involved (if applicable), and exactly what happened. For example, “The air conditioning in my room was not working, and the temperature was consistently above 80 degrees.”
4. Explain the impact of the problem. How did this issue affect your stay? Did it cause discomfort, inconvenience, or a disruption to your plans? Explaining the impact is important because it helps the hotel understand the seriousness of the problem and the need for a solution.
5. State what you want. Be specific about your desired outcome. Do you want a refund, a different room, or an apology? Being clear about your expectations helps the hotel respond appropriately. Here are some examples:
- “I request a partial refund for the inconvenience.”
- “I would appreciate it if you could move me to a different room.”
- “I would like a formal apology for the noise.”
6. Include any supporting evidence. If you have photos, videos, or other documentation, attach them to your email. This provides proof and strengthens your case.
7. Provide your contact information. Include your phone number and email address so the hotel can easily get in touch with you.
Email or Letter Example: Noise Complaint
Subject: Noise Complaint – Room 302
Dear [Hotel Management/Guest Services],
I am writing to report a noise complaint regarding my stay in room 302. I checked in on [Date] and am scheduled to check out on [Date].
On the night of [Date], there was excessive noise coming from [Source of Noise, e.g., a neighboring room, the hallway, the outside]. The noise started around [Time] and continued until approximately [Time]. This noise included [Description of Noise, e.g., loud music, shouting, construction].
The noise significantly disrupted my sleep and caused me considerable inconvenience. I was unable to rest properly, which negatively impacted my plans for the following day.
I would appreciate it if you could investigate this matter and take appropriate action to prevent similar disturbances in the future. I request [Desired Outcome, e.g., a partial refund, a credit towards a future stay, or an apology].
Please contact me at [Your Phone Number] or [Your Email Address] to discuss this further.
Thank you for your attention to this matter.
Sincerely,
[Your Name]
Email or Letter Example: Room Not as Advertised
Subject: Room Discrepancy – Reservation #67890
Dear [Hotel Management/Guest Services],
I am writing to express my disappointment with the room I was assigned during my stay at your hotel. My name is [Your Name], and my reservation number is 67890. I checked in on [Date] and checked out on [Date].
I reserved a [Type of Room, e.g., “King Suite with Ocean View”] based on the description and photos provided on your website/booking platform. However, the room I was given, [Room Number], did not match the advertised features. Specifically, [Explain the discrepancies, e.g., it was a smaller room, it didn’t have an ocean view, the furnishings were different].
I believe the room I received was not what I paid for, and this discrepancy caused me considerable inconvenience. The room’s differences from what I expected [Explain the impact, e.g., impacted my ability to work, lessened my enjoyment of the trip].
I request [Desired Outcome, e.g., a refund for the difference in price, a room upgrade for a future stay, a partial refund]. I have attached [Supporting evidence, e.g., screenshots of the original room description, photos of the actual room].
Please contact me at [Your Phone Number] or [Your Email Address] to discuss this further.
Thank you for your time and attention to this matter.
Sincerely,
[Your Name]
Email or Letter Example: Issues with Cleanliness
Subject: Cleanliness Concerns – Room 405
Dear [Hotel Management/Guest Services],
I am writing to report concerns about the cleanliness of the room I was assigned during my stay at your hotel. My name is [Your Name], and I am currently staying in room 405. I checked in on [Date] and am scheduled to check out on [Date].
Upon checking into the room, I noticed [Explain the issues, e.g., stained sheets, dirty bathroom, unclean floors]. Specifically, [Describe the specific details, e.g., there were stains on the sheets, the bathroom floor was covered in hair, the mirror was smudged].
This lack of cleanliness is concerning and affected my overall experience. I was hesitant to [Explain the impact, e.g., use the bed, use the bathroom, unpack my belongings].
I request [Desired Outcome, e.g., the room be cleaned immediately, a room change, a discount on my stay]. I have attached [Supporting evidence, e.g., photos of the issues].
Please contact me at [Your Phone Number] or [Your Email Address] to address this matter as soon as possible.
Thank you for your prompt attention.
Sincerely,
[Your Name]
Email or Letter Example: Problems with Amenities
Subject: Amenity Issues – [Mention amenity and room number if applicable]
Dear [Hotel Management/Guest Services],
I am writing to report a problem with [Specify amenity, e.g., the Wi-Fi, the swimming pool, the gym] during my stay at your hotel. My name is [Your Name], and my reservation number is [Reservation Number]. I checked in on [Date] and checked out on [Date].
The [Specify amenity] was [Describe the problem, e.g., not working, closed for maintenance, the internet speed was very slow].
This issue affected my stay because [Explain the impact, e.g., I was unable to work, I couldn’t access the internet, I couldn’t relax by the pool as planned].
I would appreciate it if you could [Desired Outcome, e.g., resolve the issue, offer a discount on my stay, provide an alternative solution].
Please contact me at [Your Phone Number] or [Your Email Address] to discuss this matter.
Thank you for your assistance.
Sincerely,
[Your Name]
Email or Letter Example: Billing Errors
Subject: Billing Error – Invoice [Invoice Number] – Reservation [Reservation Number]
Dear [Hotel Management/Accounting Department],
I am writing to inquire about a potential billing error on my recent stay at your hotel. My name is [Your Name], my reservation number is [Reservation Number], and my invoice number is [Invoice Number]. I checked in on [Date] and checked out on [Date].
I have reviewed my invoice and noticed a charge for [Explain the discrepancy, e.g., an item I did not purchase, a service I did not receive, the incorrect amount for a service]. Specifically, [Provide detailed information, e.g., the invoice includes a charge of $25 for a minibar item I did not consume].
I am not sure why this charge is appearing on my bill. I have attached a copy of my invoice for your review.
I would appreciate it if you could correct this error and issue a revised invoice. I request a refund for the incorrect charge. Please contact me at [Your Phone Number] or [Your Email Address] to discuss this further.
Thank you for your time and assistance.
Sincerely,
[Your Name]
Email or Letter Example: Poor Customer Service
Subject: Customer Service Complaint – [Date and time if you remember]
Dear [Hotel Management/Guest Services],
I am writing to express my disappointment with the level of customer service I received during my stay at your hotel. My name is [Your Name], and my reservation number is [Reservation Number]. I checked in on [Date] and checked out on [Date].
During my stay, I experienced [Describe the problem, e.g., unhelpful staff, rude behavior, delayed service]. Specifically, [Provide detailed examples, e.g., when I asked for assistance with my luggage, the staff member was dismissive and unhelpful].
This issue negatively impacted my experience because [Explain the impact, e.g., I felt unwelcome, it made my stay stressful].
I would appreciate it if you could [Desired Outcome, e.g., address the issue with the staff member involved, offer a formal apology, implement additional staff training].
Please contact me at [Your Phone Number] or [Your Email Address] to discuss this further.
Thank you for your time and attention to this matter.
Sincerely,
[Your Name]
Remember to keep a copy of your email for your records. Hopefully, by following these tips, you can effectively communicate with hotels and get the issue resolved!