Complaints - Hotel (Room Isn't Clean)

We’re sorry to hear your room wasn’t ready when you arrived.

The team at TravelStay wants your stay to get off to a great start, so we have a step-by-step process you can follow to help you settle in to your room as quickly as possible, whether you’ve arrived early or your room hasn’t been properly cleaned yet.

I’ve arrived early | Check your accommodation’s standard Check-In Time. This is displayed in your confirmation email.If you have arrived early, your room might not be ready. You might be given the option to leave your luggage in a safe place and come back at Check-In Time. If you’re polite and friendly, or just charm the staff on reception, they might even be able to try to make arrangements or find an alternative room that is ready early, allowing you to check-in early. When you enter your arrival time in the Special Requests section of your booking,or in the check in time, and this is earlier than the check in time at the hotel, this will we sent as request to the hotel, but as requests cannot be guaranteed, it does not guarantee that your room will be ready. If your room isn’t ready after standard check-in time,please speak to the reception staff.

My room hasn’t been cleaned | If you have arrived at the correct time and your room hasn’t been cleaned and prepared yet, consider taking the following steps:

   Step 1: Speak to the staff on reception | Let the reception desk know that your room isn’t ready. They might be able to send a member of the housekeeping team to your room straight away to clean it, or they might be able to offer you a different room. Write down the name of the person you spoke with and the time of your conversation.

   Step 2: Talk to the manager | If the staff on reception are unable to solve the problem, ask to speak to the manager. This will give you the best chance of getting into a satisfactory room as soon as possible.

   Step 3: Photograph the issues with your room | If you are not satisfied that your room was properly cleaned and ready for your arrival, take photos of the particular problems to show to the manager. This will help the staff to focus on the specific issues that need to be resolved.

   Step 4: Give the accommodation provider the chance to correct the problem | The only way the staff will know you aren’t satisfied is if you tell them, so make sure you do! They need to be given the opportunity to deal with the issue. Many problems with rooms not being ready can be resolved quickly as soon as the staff are told about your concerns.

TravelStay’s Role

Your satisfaction is TravelStay’s number one priority.

Please contact us directly if you have any complaints about the TravelStay booking process and we will do everything we can to help you. You can use our Contact Us page to provide details. Please include as much information as possible, including your booking reference (starting with TSN).

When your complaint is to do with your room not being clean when you arrive, however, these issues must be resolved directly with your accommodation provider. This is because your contract is with the accommodation provider, rather thanwith TravelStay. TravelStay acts as an agent for the accommodation provider. You can find more information about this in TravelStay’s Terms and Conditions.