simpletastes

What is the right etiquette for refusing a room?

Possible reasons:
* Not as impressive as pictured (as hotels often show the best room in the category on their websites)
* Layout is unexpected
* View is inferior
* Noise issue
* Maintenance issue
* Low ceiling height
* Bathroom configuration unsuitable

I assume most hotels would be happy to show other options in the category booked or even grant a minor upgrade. However, assuming that the hotel is full booked or is unwilling to budge, or if one is not willing to pay for the differential to upgrade, does one have the option to leave if the room is booked but not prepaid?

At luxury hotels, the staff showing one to the room would often ask if one is happy with the room. What if one says no?

I don't intend to do this unless I feel the room is completely misadvertised, but wonder.

Kagehitokiri

even if prepaid, at least true luxury should refund in many cases. seem to recall some reports here of dealing with corporate/owner. some who use agents have agents handle it.

there are reports here of being willing to pay for upgrade, and receiving (not paying for) very valuable upgrade.

there may be service recovery in lieu of changing room.

great thread! curious about checking out early etc, although can be for reasons besides room such as service.

re rooms specifically, can be tough when large variation within category, or when every room is unique. sometimes would be nice to be able to select and pay for something specific, but understandably difficult practice at larger properties.

while misrepresentation is harder to avoid, things like noise, view, configuration, and bed type could be discussed with property in advance. sometimes upgrades may not be desired if a preference is not available in upgraded room. can be good to clarify priorities (with property/agent) as for example upgrades are usually considered positively.

semi-related, i wonder if any luxury chains still offer cancellation on the day of checkin. i recall this coming up here several years ago, reports of some chains shifting away from that while others did still offer it.

offerendum

Did it from time to time - mostly got other room. Can be different reasons for it

davesam12

Only once when escorted to the room it was not the same corner floor plan, double balcony and view I had specifically booked on line. The room was lovely but I wanted what I had booked in advance. It was a special occasion trip. No excuses from the staff member when I mentioned the issue during the room tour. He immediately called from the room and in a few minutes escorted us to another room with apologies. That's a best case scenario. We lucked out there were no arguments. And they had a room we wanted.

m0hamed

I've done this many times.

Generally we are escorted to the room for private in room check in and will ask if a suite on a higher floor, better view or less noise is available.

When the room type is inferior to what we have actually booked I am far more stern.

Kagehitokiri

book room then see what they offer re suite?

downgrades should receive refund of difference, although this can become less clear with dynamic rates.. hopefully not an issue at true luxury hotels.

m0hamed

No, as in we always books suites. If the suite is on a lower floor we will ask for a higher one.

That said, I have generally asked for a high floor, quiet suite in the category I have booked yet some hotels still manage to fail to honour these requests.

Typical culprit is the FS Cairo at the First Residence. We book the same suite category on every stay. They know our preferred room number and I request it every time, yet on every other stay it's a lower floor with a different view point. We have always managed to get an appropriate room after a wait.

KatW

I have refused a room several times. It's not untoward if one is unsatisfied within the norms of the category booked. In many hotels those categories will include leeway. And sometimes it's amazing. Works when initial assigned room is, graphically, sub-par. Not a way to sneak an upgrade (in my opinion).

Cases in point:

-- Jr. Suite at FS Seattle was cramped and awful; given a better suite in same category
-- Jr. Suite at Le Bristol was dreadful; upgraded beyond stratosphere
-- Basic suite at the Sandpiper (Barbados), upgraded to top suite with terrace, private pool (although not heated)

Musken

We have complained about rooms a couple of times and it is generally no problem. Hotels want us to be happy. Once we were upgraded to a signature suite from one of the normal rooms after telling we were not happy about the booked room, even though the room was not different from pictures I had seen, it just felt smaller.

If we are uncertain because of lots of variation within room category, we normally ask to see different rooms upon arrival and might end up taking a better room than booded, sometimes paying for the upgrade, sometimes not.

MacMyDay

Recently stayed in FS Prague, wasn't keen on the room and they were prepared to upsell us into a suite at a discount.

The Berkeley in London will undoubtedly have the most complaints on room allocation, as many floors have completely different themed rooms. I wonder just how they manage to deal with that.

Not quite the same as what this topic is asking, but when I stayed in The Metropolitan, Miami in their top suite, I just absolutely hated the room and the hotel. Looking at the photos on the website now, it makes it look so bright whereas the reality was more like someone was playing shadow puppets throughout the entire suite. Even though I was hardly there, after 2 nights I couldn't stand it any longer and phoned David O and asked if I could leave early without paying any penalty. I don't know what magical words he whispered to them, but it worked, so I went off to The Setai instead.

NYTA

Every time I have had a room problem (smell, noise, etc.) I have been moved to a different room (and often upgraded if necessary). I haven't ever left a hotel because of the room but it would have to be rather extreme for that to happen.

simpletastes

What if it isn't an obvious problem but just not as good as pictured online or varies from what is pictured online (i.e. has comparably both positive and negative features) and the hotel refuses to or is unable to move one to a different room either in the same category or a better category? Would one be within one's rights to just leave the hotel for another one? For luxury hotels, objective problems should naturally be rare so I should probably rephrase my question to address quality and suitability to one's subjective needs.

lucinka22

In any (good) five star hotel they should put all measures in place to find the best option for the guest. Why should you stay in the room if you don't like it? if you can't sleep due to noise, or if the layout is just not appealing to you? You are a paying customer. Would you eat a meal you don't like in the restaurant? Unlikely. They would not let you pay for it either - if the place is of a certain quality of course.
In order to avoid any disappointments, try to be as specific as possible regarding your preferences upon reservation stage ( quiet room, high floor, bright room, dark room, innercourt view, street view). The final allocation should be done accordingly.
If you still hate the room the hotel should find an alternative the same day, the worst case scenario would be to move you the next day. If the guest still insist that the hotel is not to their liking the charge should not be applied. This can get, however, complicated if prepaid with OTA like Expedia.

offerendum

I tell them..... For example at the Imperial Vienna I once should get an awful suite in green colours. I told them I donīt like the colour and got an (also tired) suite in a much nicer red. If itīs done polite I have absolutely no problem to adress everything to the staff. Often they canīt know what you prefer. Some hotels for excample have relative small suites with view and relative large suites (double size) without view. Both may have their fanclub. There are even hotels were I may ask for my original room if the grant an upgrade.

m0hamed

I never book prepaid rates and have checked out early a few times.

While the Andaz Liverpool Street isn't a true luxury hotel their suites are all a different and odd configuration. After inspecting several and being unhappy mostly with their sloping ceilings and lack of height we moved to a different hotel.