Retail ADR

How to make a consumer complaint against a Hotel?

If you have an ongoing dispute with a hotel, then you can submit your complaint to RetailADR for FREE!

You may have a problem or a dispute with the hotel services, which you have found to be unsatisfactory.

If this is the case, and you have already complained to the retailer, click below to find out how to use our consumer complaint form to get your complaint process started!

Start A Complaint

Hotel Complaints

Before you file your complaint with us

Please note that to be eligible to make a complaint against a hotel, you must have already complained to that hotel directly in writing and either:

Received a Final Written Response
Given the hotel 8 weeks to respond to your dispute

… You can only submit your complaint to us once at least 1 of these conditions has been fulfilled.

RetailADR can only deal with unresolved complaints.

Which Hotel Complaints does RetailADR cover?

The retail sector covers many consumer hotel complaints. Below is a list of popular sources of complaints which RetailADR handles within the hotel sector:

Booking problems including cancellations, overcharging, etc.
Levels of cleanliness and housekeeping
Poor food quality
WiFi
Rude staff
Room temperature
Uncomfortable beds
Room amenities
Badly dated features and décor
Unusual rules and regulations

Complaints RetailADR can deal with:

Returning goods
Faulty goods
Missing parts
Delivery
Customer service
Pricing
Misrepresentation
Product description

Please click HERE for more information.

Our Powers

We can:

Direct the hotel to take, or desist from taking, certain steps – such as providing a refund or exchange or issuing a formal apology.
Direct the hotel to pay you a financial award by way of compensation (up to £25,000) for proven financial loss – where appropriate and applicable.

If the hotel is a member of RetailADR, they will be contractually obligated to implement our decision. However, if the hotel is not a member it will be within their discretion. In most circumstances we would expect non-member hotels to reconsider their position.