Originally Posted by
Often1
Rather than spending time researching email addresses, you may be assured that if it is not published, the property does not wish to use the medium and thus you will not receive the service level you wish.
Originally Posted by
LondonElite
As a very general rule, large chain hotels do a very poor job of communicating via email. This is for a variety of reasons, one of which is that there is not a single point of contact for each guest, and email is designed to be a direct one-on-one channel of communication. You don't email the airline for for flights either, do you? With big chains, just call the hotel directly, and ask to speak to the department that can help you with your issue.
These quote are true for many hotels.
The main reason some hotels refuse to use email is because guests will attempt to make/modify/cancel reservations via email. When a guest does that, it potentially costs the hotel money because the email will sit unread for a period of time. And it doesn't matter if a hotel has warning messages that state that reservations can't be made/changed/canceled via email. Guests will ignore those, which puts the hotel in the awkward position.
Note: The above information is based on personal experience working at a hotel. We did communicate via email, but I do understand why a hotel would choose to avoid any asymmetrical methods of communication.