10 Steps I Take to Get a Refund for a Bad Hotel Stay

I wrote a blog post about my awful hotel experience in the Midwest. I’ve stayed in many places around the world, and this time, I asked for my money back.

Well, it was a bit more involved than just complaining. It’s a process, and the more evidence you have, the more likely they’ll side with you. 

I’m going to tell you the steps I take to get a refund for a bad hotel stay, from beginning to end. This might help if your hotel isn’t delivering on its promises.

Getting a Refund for a Bad Hotel Stay

For some context, you’ll want to read about my bad hotel stay in the Midwest, so you’ll know why I wanted my money back. In brief, I paid a lot to stay in a major hotel chain, and many things went wrong. 

1. Take plenty of notes.

Note that I’m a journalist, so I’ve learned how to document events and investigate. I’m used to carrying around a notebook and jotting down notes.

You’ll want to start your paper trail as soon as you have that first feeling that things just aren’t right. And many hotels even provide a little notepad and pen in the room for your convenience.

Write down the time, dates, events, and names of people you interacted with. Be as specific as you can.

Although I have a great memory, I take notes to keep information and details in order. You don’t want to sit there days later trying to relive what happened.

That’s why I say to start your paper trail as soon as things go awry, because it’s fresh on your mind.

2. Take pictures and video.

Now, along with taking notes, take photos and videos for evidence. Many people have phones and cameras that record the date, time, and location in the metadata.

I have the habit of taking pictures of the room right when I walk in. Mostly, that’s because I have this travel blog.

Another reason is that while on vacation in Hawaii, the hotel staff stole our stuff out of our hotel room! Ever since, I take pictures of our stuff before we leave the room.

Luckily did this during my stay because my stuff went missing. And I had the picture to show that, I did, in fact have it in the room.

Also, if you notice things that aren’t satisfactory, take pictures. For example, the wall panel was on the floor, and the electrical wires were exposed in my room.

As a paying guest, is that appropriate? Plus, I didn’t want them blaming me for that! Can you imagine if they turned the situation around and said I caused damage?

Taking video is also great, and I know this can seem inconvenient. But it only takes a few seconds, and it might save you a lot of grief down the road.

3. Report the issues.

You’ll want to report the issues to the hotel staff immediately. Don’t wait until the end of your stay to tell them.

I reported what was wrong with my room to the lady working the front desk, where I checked in. I told her about all the issues with the room and even showed her pictures. 

Well, she apologized, but didn’t try to make it right. I asked for a different room, and she said they didn’t have any available. 

The broken refrigerator got replaced because I kept asking about it. But when my stuff went missing from my room, they first promised to help.

Well, they went back on their word. And I wrote it all in my notes. 

By the way, I remained calm and polite the whole time. I know it’s hard because no one wants to feel like their concerns are being brushed to the side. 

4. Ask for the manager.

Well, if the hotel staff can’t fix the issue, then ask to speak to the manager. If you’re able to contact the person, then document what was said and the resolution.

In my case, the staff told me I’d get to sit down with the manager and discuss compensation for my missing items. Well, that didn’t happen, as the manager was never around, so they claimed. 

So, I got the name of the manager and her contact information. I took a picture of a plaque on the wall with her name, and also grabbed a business card at the front desk.

If the staff won’t let you speak to the manager, write down who told you this. Note the time and date the manager was not available. 

When I finally checked out, the manager was working the front desk, and I spoke to her face-to-face. Not only did she not want to address the issue, but she also turned belligerent. 

This was not a pleasant interaction, and I was shocked that she acted this way. Nevertheless, I documented what was said and did. 

5. Contact corporate. 

Hopefully, your bad hotel stay gets resolved by speaking to the on-site manager. But if it doesn’t, like in my case, you’ll need to go further up the chain of command.

After that manager puffed up at me, I left the hotel feeling uncomfortable, belittled, and disrespected. You might feel very angry or upset too.

They gladly took my money and delivered bad service in return. What a way to win over the guest.

Well, many big brand hotel chains have a satisfaction guarantee and a customer service number. 

You’ll want to go to the website and find this information. Sometimes it’s right in their slogan or motto. Also, read their guest policy page. 

For example, it might say something like, “We ensure that every guest will have a safe, clean, and comfortable stay. Let us know if things aren’t right with your room, and we’ll make it right.”

6. Organize the evidence.

Before calling the customer service, you’ll want to get your facts straight. Yes, check over your notes and evidence.

I like to write out my timeline of events as soon as possible. This might be a little difficult to do while traveling, so I actually did this when I returned home. 

Starting with the day and time I checked in, I put what happened in sequence. And I also look at my photos and videos.

Write down everything you would like to say. Having it organized in writing is great because you won’t forget anything. 

Make sure you have facts though. If you wrote stuff down like “this is the worst hotel” or “the free breakfast is a joke,” well, those are opinions, and won’t be enough to prove your point. 

When I have all my ducks in a row, I’m more compelling. Look at it as an opportunity to state your case and win, rather than a chance to complain. 

7. Prepare to call.

There are some things you’ll want to remember before calling customer service. 

First off, do this a soon as you can. Don’t wait for several weeks or months to go by. You might get distracted by other things, so it won’t be a priority.

Next, keep your cool.

I worked in customer service for a cell phone company in my youth. We had hundreds of people calling to complain day in and day out. 

Many didn’t even state what they were looking for. Did they want help? A refund? A therapist? They just yelled and cursed. 

Well, the customers who got compensated were ones who remained calm and respectful. 

You might feel frustrated and angry after a bad hotel experience. But taking it out on the customer service representative isn’t going to get you anywhere.

Chances are, the more polite you are to them, the more they’re willing to help you out.

Finally, make sure you have your confirmation or reservation number from your hotel stay. Be ready with the dates, name the stay was booked under, and address of the hotel in case they need it.

8. Report the experience.

Now that you’ve taken some deep breaths, it’s time to call the customer service number. Once I reach a real person on the line, I start with a greeting.

Next, I said, “I’ve stayed with this hotel chain many times and have enjoyed all my stays. I know this chain well and what to expect.

“However, this past stay didn’t meet expectations, and I’m asking for a refund or compensation for the lack of cleanliness and customer service. I’ll tell you about my experience.

“On July 27, 2025, at 4:38 p.m., I checked into the ABC Hotel in Somewhere City, Illinois. When I entered my room, number 303, I found many broken items and soiled linen.”

As I talked about my experience, I added “I” statements, such as “I felt uncomfortable when the manager made faces at me.” 

At the end, I thanked the representative for listening to me. I also told her that I have photos and videos as evidence and can send them to her if needed.

She apologized for my experience and told me that she’d talk to the manager to see what they could do for me.

After a few minutes, she returned on the line. She said they’d give me a partial refund for the inconvenience and the unsatisfactory hotel stay.

She also gave me the case number, which you’ll want to write down. I thanked her for all she did, and she was very helpful.

9. Follow up after the call.

After my phone call, the company sent an email. They included the case number, who I spoke to, and where to call in case I didn’t receive my check.

Well, I didn’t have to follow up because I received my money, as promised, within 30 days. 

Be sure to document what the representative said after your conversation. Not all companies are going to follow up with an email like I received.

Be sure to ask when you can expect your refund or compensation. Make a note on your calendar that if you don’t hear from them by this time to follow up.

You might also have to follow up if the company needs time to come to a decision. They may not give you an offer right away, as they might run an investigation.

10. Contact the credit card company. 

Let’s say that the company didn’t give you a refund or compensation, and you believe you should have it. Despite all your documentation and evidence, they refuse.

Well, if you charged the stay, you can file a dispute with your credit card company. I’ve had to do this in the past.

I had a dispute with another company. They claimed they provided the service that they did not.

Well, I went back and forth with the company. They refused to refund me, so I contacted my credit card company. 

After presenting my evidence, I ended up getting my money back. This wasn’t with a hotel.

But the process is the same. I’d write about the bad experience in a statement and include receipts, pictures, and videos. 

You can also call your credit card company, but they’ve always told me to put it in writing. 

Let them know that you had an unsatisfactory stay and you paid in full. Also, tell them that you tried to resolve it with the hotel and customer service, but they denied you.

My credit card company is very good about disputes and has always been in my favor. Mind you, I’ve had the evidence to support my claims.

Final Thoughts

Just remember that when you stay at a hotel, you sign a contract. If the company promises a safe, clean, functional room, they should deliver.

And if they don’t, you could get a refund like I did. Although I’m happy with the results, I don’t want another bad stay!  

More About Travel

I have many other related posts on my blog. You might want to check them out. 

• If you haven’t done so yet, you’ll want to read about my worst hotel stay in the Midwest. 

• Learn how I manage my allergies while traveling.

• I’ll tell you how I prevent and handle getting sick while traveling. 

I’d love to hear about your travel adventures!

Originally published: October 16, 2025