File a Complaint Against the Lodging Industry

File a Complaint Against the Lodging Industry

Booking a hotel stay should feel relaxing, not stressful. But if you face dirty rooms, unfair charges, rude staff, or last-minute cancellations, you deserve action. Know your rights and ensure hotels deliver the standards they promise, and if they don’t, hold them accountable. This article will provide you with a complete guide on how to file a consumer complaint against the lodging industry.

Reasons to File a Complaint against the Lodging Industry

Here are some reasons to file a complaint against the lodging industry:

1. Dirty or Unhygienic Rooms

Staying in a room with soiled bedsheets, dusty bathrooms, open trash bins, or pest infestations is unpleasant and poses health risks. These conditions violate basic hospitality standards and deserve redress, starting with immediate cleaning or relocation, and escalating if ignored.

2. Service Failures & Rude Staff

Unhelpful front desk, neglectful housekeeping, or disrespectful behaviour from staff can ruin your stay experience. If requests are repeatedly ignored or handled rudely, it is fair to complain to demand better service and professionalism.

3. Overcharging or Hidden Fees

Extra charges, like automatic breakfast fees, inflated minibar prices, or unmentioned facility charges, are unfair. Guests are entitled to transparent billing and should file a complaint if overcharged or billed for services they didn’t use.

4. Booking Issues & No-Room Situations

Problems like overbooking, unexpected cancellations, or receiving a downgraded room break trust in confirmed reservations. If you are stranded or given lower-value accommodation without compensation, complaining is justified.

5. Non-Functional Facilities

Broken air conditioning, lack of hot water, Wi-Fi not working, or closed amenities can severely affect comfort. Guests deserve functional facilities as advertised, and it is valid to complain when essential services fail.

6. Poor Food Quality & Dining Service

Serving stale, undercooked, or unhygienic food, or failing to honour dining promises (e.g., no meals included), risks both health and customer satisfaction. Complaints prompt improvements and accountability in food safety standards.

7. Unsafe Conditions & Privacy Breaches

Unsecured premises, lack of safety protocols, staff entering rooms uninvited, or ignoring “Do Not Disturb” signs are serious violations. Guests can file complaints for personal safety and dignity.

8. Billing Mistakes & Refund Issues

Mistakes in billing, like charging for services not used, or delays in processing cancellations and refunds, are common. Guests have the right to fair billing and timely reimbursements.

9. Misleading Advertisements

When hotels advertise a certain room, amenity, or experience, and fail to deliver on it, like small rooms despite deluxe photos, that is misleading advertising. You can file a complaint to address false marketing.

10. Health Hazards & Safety Breaches

Finding worms in food or sharp objects in drinks represents a serious health risk. These complaints are not just about inconvenience, but they are about safety and standards, and require formal reporting.

Eligibility Criteria to File a Complaint against the Lodging Industry

The details below include the eligibility criteria to file a complaint against the lodging industry:

You must be a Consumer: You should have booked and paid for the lodging service for personal use, like a hotel stay for vacation or work, not for resale or commercial use.

Beneficiary in Case of Group Bookings: If you are staying on behalf of someone else (e.g. a family member), you can file the complaint as a beneficiary of the service.

Legal Heirs or Representatives: If the actual consumer has passed away, their legal heirs or appointed representative can file on their behalf.

Consumer Associations or Government BODIES: Registered consumer groups or even government bodies can file complaints if they represent affected individuals.

Multiple Consumers with Similar Complaints: A group of people experiencing the same lodging issue, like group bookings cancelled, can file a joint application.

Filing a Complaint against the Lodging Industry

A hotel stay should bring comfort, not frustration. But if you have faced issues like poor room conditions, overcharging, rude staff, or false promises from a lodging service, you have the right to raise a complaint. Here is the process to help you file a consumer complaint against a lodging industry in India:

Step 1: Collect All the Required Proof

Before filing your complaint, gather all important documents and evidence that support your case. This helps ensure your complaint is strong and clear. You should collect:

Booking confirmation emails, hotel invoices, and payment receipts

Photographs or videos showing poor room condition, damaged property, or missing facilities

Screenshots of the hotel’s website or app where services were falsely advertised

Chat records, email conversations, or call logs with hotel management or customer support

Previous complaint IDs or written responses (if you raised the issue during your stay)

Proper documentation increases your chances of a fair and speedy resolution.

Step 2: File Your Complaint on the Lodging Provider’s Grievance Portal

As per the Consumer Protection (E-Commerce) Rules, 2020, all service providers, including hotels and online travel aggregators, must have a grievance redressal mechanism.

Here is how you can raise your complaint directly:

Visit the hotel’s “Contact Us,” “Help,” or “Grievance Redressal” page on their website or app.

Submit your complaint by providing:

Your name, registered mobile number, or email ID

The Booking ID and detailed description of the issue (e.g., unhygienic rooms, overbilling, no service)

Upload all relevant photos, receipts, and screenshots

Request a complaint reference number for future follow-up. Most hotel groups and booking sites aim to resolve complaints within 15 to 30 days.

Step 3: Follow Up Regularly Until Resolution

Once your complaint is filed:

Use the reference number to track your complaint status online or via customer care calls

Send polite follow-up emails if you don’t receive timely updates

Keep a record of every conversation, including dates, names, and responses

Timely and polite follow-ups often speed up the process and show that you are serious about getting the issue resolved.

If the lodging provider fails to address your complaint or you are not satisfied with the outcome, you have the right to escalate the matter through the consumer forum.

File a Consumer Complaint against the Lodging Industry

Staying in a hotel or lodge should bring comfort and peace of mind. But if you have faced problems like dirty rooms, overcharging, poor service, or denied refunds, you don’t have to suffer in silence. The following details include the process to file a consumer complaint against the lodging industry:

Step 1: Gather and Organise All Supporting Documents

Before filing any complaint, it is crucial to collect all the necessary evidence to strengthen your case. This includes:

Booking confirmation emails, invoices, and payment receipts

Photos or videos of poor room conditions, unclean bathrooms, broken amenities, or unsafe premises

Screenshots of the hotel’s website, ads, or booking platform showing the promised facilities

Email or chat records with the hotel management or customer support

Any previous complaint numbers or responses received

Make sure you save both digital and printed copies. Proper documentation shows that you have made reasonable efforts to resolve the issue and helps build a strong case if you need to escalate.

Step 2: Draft a Clear and Detailed Complaint Letter

Write a formal complaint letter addressed to the Consumer Commission or the hotel’s grievance team. Keep your tone polite and professional. Include:

Your full name, address, mobile number, and email

The hotel’s name, location, and website (if applicable)

Your booking ID, check-in/check-out dates, and issue details

A clear explanation of what went wrong (e.g., poor service, refund denial, false advertisement)

The steps you have already taken to resolve the issue

The solution you expect, such as a refund, compensation, apology, or service correction. A well-written letter with facts and polite language often leads to quicker and fairer resolutions.

Step 3: Send a Legal Notice to the Lodging Provider

If the hotel or booking site ignores your complaint or offers an unsatisfactory solution, you can send a formal legal notice. This step shows that you are serious and gives the company one final chance to resolve the matter. Clearly mention your complaint, booking details, and the resolution you are seeking

Send the notice via email and registered post

Keep copies and proof of delivery

Legal notices often prompt swift action from service providers who want to avoid legal consequences.

Step 4: Approach the Appropriate Consumer Forum

If your grievance remains unresolved, you can file a formal complaint under the Consumer Protection Act, 2019. Choose the forum based on the value of your complaint:

District Consumer Dispute Redressal Commission (DCDRC): Handles consumer complaints where the total claim value, including losses and compensation, is up to 1 crore and operates at the district level.

State Consumer Dispute Redressal Commission (SCDRC): Deals with consumer disputes involving claims between 1 crore to 10 crore and operates at the state level for more significant grievances.

National Consumer Dispute Redressal Commission (NCDRC): Addresses high-value or complex consumer disputes exceeding 10 crore and functions as the top-tier authority at the national level.

File your complaint easily online using the E-Jagriti Portal, where you can upload your documents, submit your case, and pay the court fee, without visiting the court in person.

Step 5: Attend the Hearing to Present Your Case

Once your case is accepted, the consumer forum will send a notice to the hotel and schedule a hearing. You will need to:

Appear online or in person on the hearing date

Bring original documents, photos, and the legal notice copy

Present your complaint politely and clearly

The forum will review the evidence, hear both parties, and pass a legally binding decision. If the hotel fails to follow the order, you can seek enforcement.

To avoid long court processes, you can also choose Online Dispute Resolution (ODR) platforms like Online Legal India. These digital services help settle lodging disputes faster, legally, and from home.

What is Online Dispute Resolution?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.

Why Choose Online Dispute Resolution?

Consumers prefer ODR for several reasons:

Cost-effective & Time-efficient

Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.

Accessible & Convenient

ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.

Privacy & Security

Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.

How to File a Complaint through ODR?

Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:

Step 1: Collect All Relevant Evidence

Before initiating your complaint, gather all documents and proofs that support your claim. These may include:

• Receipts or invoices
• Emails, chat transcripts, or messages with the company
• Photographs of defective products or damages
• Payment proofs or bank statements

Having organized and clear evidence strengthens your case and speeds up the resolution process.

Step 2: Submit Your Dispute Through an ODR Platform

You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.

Step 3: Participate in Mediation Proceedings

During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.

After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:

• Refund of charges
• Compensation for damages
• Official apologies or service corrections
• Settlement of Disputes

Step 4: Settlement

If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms.

 Conclusion

Booking a hotel should bring relaxation, not frustration. If you face poor service, hidden charges, or un-kept promises, don’t hesitate to raise your voice. With simple complaint processes and Online Dispute Resolution (ODR), you can protect your rights easily and without stepping into a courtroom. Every complaint you file not only helps you but also pushes the lodging industry towards better service, transparency, and accountability. If you need any assistance in filling your complaint, get in touch with Online Legal India