Complaints - Hotel (General)

I have a complaint about my accommodation. What do I do?

We’re sorry to hear you’re unsatisfied with your accommodation.

Here at TravelStay we want you to have the best stay possible, and we have created a list of options to help you solve any problems that may arise.

Take action during your stay

   Step 1: Talk to reception staff | Your first port of call for any problems is the reception desk. Talk to the staff member on dutyand explain the situation. Many issues can be dealt with quickly. Make a note of the name of the person you spoke to and the time you spoke to them.

   Step 2: Ask to speak to the manager | Some issues cannot be resolved by reception staff. If this is the case, ask to speak to a manager. Most issues can be resolved by the manager, and by “going to the top” you are giving yourself every opportunity to have your complaint dealt with.

   Step 3: Take photos | If the issue is not resolved by the manager to your satisfaction, make detailed notes about the problem and take photographs. If you have the option to add a date stamp to your images, use that too. This is particularly important when the problem relates to lack of cleanliness or safety. Show these photographs to the manager, and that might help them to solve the problem.

   Step 4: Try to get the issues resolved whilst at the accommodation | It is usually easier to find a resolution for any issues whilst you are still at the accommodation.

Related complaints:

My room isn’t clean
Find more information on our Help Page: Complaints - Hotel (room isn't clean)

The accommodation can’t find my booking
Find more information on our Help Page: Complaints - Hotel (can’t findbooking)

TravelStay’s Role

The team at TravelStay is here to help all customers.

If you have any complaints to do with the booking process with TravelStay, please contact us and we will endeavour to resolve any issues.

You can contact TravelStay using the following link and we will do all we can to assist you further. Use our Contact Us page and include as much detailed information as possible, including your booking reference (which starts TSN).

When it comes to resolving complaints to do with your accommodation, however, your contract is directly with the accommodation provider, and therefore any issues must be resolved directly with your accommodation provider.

This is because TravelStay acts as a reservation only agent for the accommodation provider. Upon check-in, the hotel is fully responsible for your stay. You can find more information about this in the TravelStay Terms and Conditions.


Please note that while TravelStay will endeavour to respond to you as quickly as possible, please allow 7-10 working days for queries with the accommodation to receive a response.

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