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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 andAssociates estimates that the rate of guest complaints climbed 22percent between 1998 and 2000. Meanwhile, room rates jumped 7.1percent, according to research by PKF Consulting in Atlanta.Result: Frequent travelers are upset at dwindling service levelsand rising prices.

How to get relief? Person-to-person contact is the mosteffective way to resolve a service issue. Whether it's noisyneighbors or a stopped-up sink, the first order of business shouldbe to politely mention the problem to someone who can fix it, saysRobert Mandelbaum, who conducted the PKF survey. "Someone whocan fix it" is key: Skip the bellhop and desk employee and gostraight to the general manager.

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