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Hotel Hell

Get your accommodations to accommodate with our guide to effective complaining.

This story appears in the October 2001 issue of Entrepreneur. Subscribe »

Got a gripe about your hotel room? Take a number. J.D. Power and Associates estimates that the rate of guest complaints climbed 22 percent between 1998 and 2000. Meanwhile, room rates jumped 7.1 percent, according to research by PKF Consulting in Atlanta. Result: Frequent travelers are upset at dwindling service levels and rising prices.

How to get relief? Person-to-person contact is the most effective way to resolve a service issue. Whether it's noisy neighbors or a stopped-up sink, the first order of business should be to politely mention the problem to someone who can fix it, says Robert Mandelbaum, who conducted the PKF survey. "Someone who can fix it" is key: Skip the bellhop and desk employee and go straight to the general manager.

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