Your booking is wrong. The room is different, the dates are wrong, or the price is higher. It happens. What matters now is how you explain it.
Stay calm
Anger makes people close. Calm makes them help.
I think there is a small problem with my booking.
Say the facts
Give the booking number, the date and the problem.
My booking is for two nights, from Friday. The system shows one night.
Show your proof
Open the email or the app, and show the screen.
Here is my confirmation.
Ask for one clear thing
Do not ask for five things. Ask for the fix.
Can you change it to two nights at the same price?
If they cannot help
Ask for another option.
Is there another room available? Can you help me find a hotel nearby?
Write it down
Ask for the name of the person, and a written confirmation.
Words to remember
- booking — a place or ticket you saved before
- confirmation — proof that something is booked
- available — free to use or take
- fix — to make something right
Questions & answers
Q: What if the staff are not helpful?
Stay polite, and ask for the manager. Calm people get more help.
Q: Should I ask for a refund?
If the problem is theirs, yes. Say, "Can I have a refund?" and keep the receipt.
Q: What if it is my mistake?
Say so. "I am sorry, I made a mistake with the date." People help more.
Q: How do I complain later?
Send a short email with the facts and the confirmation. Keep it calm.
Q: Should I argue?
No. Ask for the fix, and ask for another option. Arguing takes longer.