How to Complain to a Hotel or Restaurant and Actually Get Results
Most people handle a bad hotel or restaurant experience one of two ways: they say nothing (and then leave a scathing review), or they complain in a way that puts staff on the defensive and gets them nowhere. Neither works particularly well.
The approach that actually gets results — a refund, an upgrade, a comped meal, a genuine apology — is specific, calm, and gives the person in front of you a clear problem to solve.
In the Moment vs. After the Fact
Complaining in the moment (at the restaurant, at hotel check-in or check-out) gives the business the chance to fix the problem while you're still there. This is always the better option if the issue is something that can be resolved — a wrong order, a dirty room, a noise problem.
Complaining after the fact (by email or phone) is appropriate when the moment has passed, when the issue was significant, or when you didn't feel comfortable raising it at the time.
Complaining In the Moment: What to Say
The key is to be specific and solution-oriented rather than emotional. Staff can fix a cold meal or move you to a different room. They can't do anything with "I'm really disappointed."
At a restaurant:
"Excuse me — I wanted to flag that [dish] came out cold / isn't what I ordered / isn't cooked as I asked. Could you help me sort it out?"
"I don't want to make a fuss, but this isn't right. Could we get this replaced?"
At a hotel:
"I wanted to let you know there's an issue with my room — [specific problem]. Is there anything you can do about that?"
"I'm having trouble with [noise / the heating / the cleanliness of the room]. I wanted to mention it before it became a bigger issue."
Ask for the manager if the first person you speak to can't help. Do it calmly: "Is there a manager I could speak with? I'd like to resolve this."
Complaining by Email After the Fact
For post-visit complaints, especially significant ones, email creates a record and gives you time to be specific and measured.
For a hotel:
Subject: Issue with Stay — Booking #[number], [Dates]
Dear [Hotel Name] Team,
I recently stayed at your hotel from [dates] (booking reference: [number]) and wanted to share some feedback about my experience.
During my stay, [describe the specific issue — e.g., "the room I was given was significantly noisier than expected due to construction that wasn't disclosed at booking" / "the room was not cleaned to the standard I'd expect at this price point"].
I raised this [at the time / with front desk] but the issue wasn't resolved. I'm writing to ask [what you want — a partial refund, a credit toward a future stay, an explanation].
I've stayed at [Hotel] before and have generally had a good experience, which is part of why this one stood out. I'd appreciate hearing back from you.
[Your name]
Booking reference: [number]
Dates of stay: [dates]
For a restaurant:
Subject: Recent Dining Experience — [Date]
Hi,
I visited your restaurant on [date] and wanted to share some feedback. [Describe specifically what happened — wrong order, poor service, quality issue, something that wasn't handled well at the time.]
I didn't want to make a scene at the table, but I also didn't want to leave without mentioning it. I'd love the chance to come back under better circumstances — but I wanted you to know first.
[Your name]
What to Ask For
Be specific about what resolution you're looking for:
- A partial or full refund
- A credit toward a future stay or visit
- A comped meal or dish
- An explanation or acknowledgment
The vaguer your ask, the easier it is for them to offer you something symbolic. A specific request is harder to dodge.
What Makes a Complaint More Likely to Be Resolved
Be specific. "The room was bad" gets a generic response. "The room had a broken shower, the heating wasn't working, and we could hear the street clearly through the window all night" is hard to dismiss.
Stay calm. Emotional complaints put people on the defensive. Calm, factual complaints make the other person want to help you.
Mention what you enjoyed too. This sounds counterintuitive, but it signals that you're a reasonable person and a genuine customer, not someone looking for a fight. "The food was excellent, which is why the service issue was disappointing" lands better than a blanket attack.
Reference your loyalty if relevant. "I've stayed here three times before" or "I'm a regular" gives them more reason to keep you happy.
Getting the Tone Right
The right tone for a complaint to a hotel or restaurant is firm but not hostile — you want to be taken seriously without starting a fight. If your message sounds too passive or too aggressive, paste it into PolishIt and use the Firm or Polite tone to calibrate it.
Related reading: How to Write a Complaint Email Professionally · How to Write a Firm but Polite Email · How to Cancel a Subscription and Get a Refund