Guides / Hotel and rental complaints

How to get a refund when a hotel or vacation rental isn’t as advertised

Dirty rooms, missing amenities, or a listing that doesn’t match reality are frustrating. Quick documentation and a written complaint give you the best shot at a refund.

1. Document everything right away

Take dated photos and video of the problems, and screenshot the listing or booking page showing what was promised.

2. Report it during your stay

Tell the front desk, host, or booking platform immediately and give them a chance to fix it. Many platforms require you to report problems within a short window, often 24 to 72 hours after check-in. Save every message.

3. Check the booking platform’s policy

If you booked through a platform, read its refund or guest protection policy and use its resolution process.

4. Send a written refund request

Describe what was promised, what you found, when you reported it, and the refund you want. Attach photos.

5. Escalate if needed

If the property or platform refuses, you can dispute the charge with your card issuer and file a complaint with your state consumer protection office (find yours at USA.gov).

What your letter should include

• Your name and reservation number
• Property name and stay dates
• What was advertised vs. what you found
• When and how you reported the problems
• The refund amount you are requesting
• Photos and screenshots

Keep a copy of everything you send, and note the date you sent it.

Frequently asked questions

Should I check out early?

If the place is unsafe or uninhabitable, yes, after documenting it and notifying the host or hotel. Leaving early without telling them can hurt your claim.

Can I dispute the charge with my credit card?

Often yes, for services not provided as agreed. Card issuers usually expect you to try resolving it with the merchant first.

What if the problem was minor?

Ask for a partial refund or credit. A reasonable request is more likely to be granted.