# 16 · Hotel / short-term rental compensation request

**Use when:** the room wasn't what you booked (wrong room type, broken AC, noise, cleanliness, missing amenities), you were "walked" (overbooked and moved), or you were charged unexpected fees.

**Reality:** there's no EU261-style law for hotels. What works is: **complain on the spot**, give them a chance to fix it, keep evidence, then ask for a **specific** remedy. Platform rules (Booking.com, Expedia, Airbnb, Vrbo) and your credit card are your backup.

## On the spot (do this first)
- Tell the front desk / host **right away** and ask for a fix (move rooms, repair). Note the time and the person's name.
- Take photos/videos with timestamps.
- For short-term rentals, **report through the app** within the platform's time limit; many platforms require you to report issues quickly to qualify for their guest protection.

## Message (after the stay, or same day if not fixed)

**Subject:** Request for partial refund · reservation [NUMBER] · [DATES]

Hello,

I stayed at [HOTEL / LISTING] from [CHECK-IN] to [CHECK-OUT], reservation [NUMBER], booked as [ROOM TYPE / LISTING DESCRIPTION] for [TOTAL PRICE].

During the stay: [ISSUE, e.g. "the air conditioning didn't work on the nights of X and Y; I reported it at the front desk at 10:30 pm on X (staff member: NAME) and it was not repaired"]. Photos are attached.

Because I didn't receive what I paid for, I'm requesting a refund of [AMOUNT, e.g. "the cost of the two affected nights, $XXX" or "XX% of the stay"] to my original payment method.

I'd appreciate a reply within 7 days.

Kind regards,
[NAME] · [EMAIL]

## Unexpected fees ("resort fee", "cleaning fee" not shown at booking, damage charge)
> "The [FEE] of [AMOUNT] was not shown in the total price I agreed to at booking (screenshot attached). Please refund it."
US: the FTC's rule on unfair or deceptive fees (in effect since May 12, 2025) requires short-term lodging and live-event ticket sellers to show the total price, including mandatory fees, up front. Mention it if the fee was hidden.

## If they refuse
- Escalate through the booking platform's support (attach your evidence).
- Credit card: dispute for "services not as described" (template 06).
- Loyalty members: ask for points as compensation if cash isn't offered: often easier for the hotel to approve.