When cheap hotels go bad: How to get a refund when you end up at the Bates Motel

Most people expect budget priced hotels to be rather basic. Often, there are few amenities, and the rooms are pretty sparse.

Still, you expect them to be livable. You might not have free Wi-Fi or a luxurious down comforter, but at least you should have a clean, comfortable, safe place to sleep.

Unfortunately, sometimes you book a hotel, show up, and find conditions that are totally unacceptable. Maybe you find bedbugs hiding out in the mattress, or the bathroom is too filthy to enter without a Hazmat suit. Maybe the door frame is broken so you can’t securely lock the door, or the outlets don’t work and you see exposed wiring. Perhaps you even catch a glimpse of a rodent running across the room.

Sometimes the hotel can switch you to an acceptable room, but sometimes the only acceptable quarters are far away from that filthy flophouse. Obviously, if you have to leave because of dirt, bugs, vermin, or safety issues, you have the right to request a refund.

Sometimes you’ll get it without a fuss, but often the owners of dilapidated properties say, “Too bad.” What do you do then?

1) Always pay with a credit card. This lets you file a dispute with your bank if you end up at an unacceptable hotel that won’t refund your money. If you book through a service like Hotwire or Priceline, you can also complain to them.

2) Immediately take photos if you encounter bad conditions. Do this before you talk to the manager or ask for a refund. Take pictures of that bug infestation or those dangling wires or the mouse poop. If you have a video camera or your phone has video capabilities, make a little home movie. This gives you evidence to use in a credit card dispute if the manager won’t give you a refund.

3) Get the manager’s name when you request a refund and make notes on the conversation. This will also be useful for a dispute if he or she says “no.” If the person won’t give you a name, snap a quick photo. After all, a hotel lobby is a public place.

4) Let the manager know that you have photos and will post them online, along with a report on your experience, if you don’t get a refund. The people who run the worst hotels won’t care, since they probably already have a long string of bad Trip Advisor reviews. However, it sometimes carries weight with marginal properties. Be clear that you’re not making a threat but are just stating the facts about your course of action if you don’t get your money back.

Of course, you can still post a review even if you do get a refund. You might save a fellow traveler from the same headache you suffered through.

5) Provide all your evidence when you file a dispute. This should include a description of the problems, as well as your photos to back up your claims, the name of the person you talked to, and a summary of the conversation.

Often hotels have a “no refunds” policy that you agree to in small print when you make your reservation. However, they’re under an obligation to provide you with clean, safe, quarters. Otherwise, they break their end of the contract, which means you shouldn’t have to pay.

Run the dispute through your credit card company if you booked directly with the hotel. If you booked through a third-party website, start with them and let them know you’ll escalate things to your credit card company if you don’t get satisfaction. Your request should be firm but always polite.

You might want to read my recent article about bed bugs in hotels or the story of my stay in a marginal hotel.

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