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Should I Request Compensation for a Hotel Mishap?

May 22, 2016
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3 min read
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Should I Request Compensation for a Hotel Mishap?
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TPG reader Brian sent me a message on Facebook to ask about how to deal with a bad hotel experience:

“I was recently staying at an IHG property when the fire alarm went off at 1:00am. What would you do in that situation to account for the disturbance: Should I ask for points or a discount, or should I do nothing at all and just accept that these things happen? (If it matters, I have Spire Elite status and was on a paid stay.)”

Things inevitably go wrong when you travel: Maybe your flight is delayed, the Wi-Fi in your hotel doesn't work or your meal is undercooked. You might see such lapses in customer service as failures, but I see them as opportunities for customer service to really shine, since they give companies a chance to prove how much they value your business. When a service falls short of expectations, I think it's reasonable to express your dissatisfaction (politely, of course), but try to keep things in perspective.

In Brian's case, it's important to find out why the fire alarm sounded in the first place. If the cause was under the hotel's control (like a faulty detector that hadn't been repaired), then some form of compensation (or at least an apology) is warranted. It's best to try and resolve service issues on the spot, but you can also try to address problems on social media or by phone/email after the fact. Just be succinct, stick to the facts and don't be shy about asking for what you think is fair (points or a discount both seem like acceptable options).

I'd feel differently about it if the alarm couldn't reasonably have been prevented. It might have been set off mistakenly by another guest, for example, or someone may have actually believed the building was on fire. You can't fault the hotel for that, and even though it disrupted your night, I think you'd have to chalk it up to bad luck and move on. After all, it's better to be woken up on accident than to not be woken up in the event of a real emergency.

It shouldn't matter too much whether the stay was paid or booked as an award, but having top-tier elite status will probably help your cause. Airlines and hotels take care of their most loyal customers first, and having any kind of elite status should help grease the skids — it has certainly come in handy when I've asked for compensation in the past.

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A midnight fire alarm is a reasonable complaint. "I don't like orange pillows" is not. Image courtesy of Intercontinental Singapore.

My one caveat is that you shouldn't just go fishing for points. You'll often be rewarded for complaining, but don't complain just because you can. Ultimately, that just makes it harder for everyone to get help when it's really needed.

For more suggestions, check out these posts:

If you have any other questions, please tweet me @thepointsguy, message me on Facebook or send me an email at info@thepointsguy.com.

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Why We Chose It

There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)

Pros

  • 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.