How to complain effectively

Ask for appropriate compensation
Hotel managers deal with complaints day in and day out. We tend to get weary of them. One of the main reasons is this: People ask for way too much. So there were some teenagers next door who were loud. Security responded promptly to your call, the kids quieted down and you went straight to sleep. No, you don’t deserve a free night for your troubles. When you ask for that, it automatically raises our hackles. And, human nature being what it is, we’ve now got hard feelings toward you.

I’ve had to complain to hotels before. I approach the situation like this: I tell the manager what the problem is. I explain that I am not looking for compensation, but that I do want to make him aware of the situation, and that I am leaving it in his hands to decide what should be done. And you know what? I’ve never been disappointed. In fact, I’ve always been surprised at how much consideration I’ve received.

Be nice
You’ve heard it a million times, but you really do catch more flies with honey than vinegar. I know how hard it is to keep a level head and stay calm when you’ve been wronged. But you are much more likely to find that employees are willing to help when you treat them with respect. Don’t start screaming at that poor operator who makes only minimum wage — she didn’t break your toilet! Don’t start threatening the valet attendant with lawsuits — you’ll be only the millionth person to threaten a lawsuit for no good reason. Don’t use profanity or be verbally abusive. And never get physical. This happens more often than you might think. I once had a man try to punch me because he couldn’t get a nonsmoking room. I guarantee that the city jail, where he did spend the night, smelled way worse than a smoking room. Here’s another cliché that is true: You really do reap what you sow.

So there they are: my complaints about complainers. Follow my advice the next time you have a problem at a hotel, and see if the complaint process isn’t less stressful and your resolution more satisfactory.

Amy Bradley-Hole has worked in the hotel industry for many years in many different positions and at all types of properties -- from small luxury boutique hotels to large resorts, both in the United States and abroad. E-mail her or read more of her articles on Tripso.com!

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