Hotel Complaint

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You can report a contract dispute or an undisclosed service disruption at a New York City hotel. This includes motels and bed and breakfasts.

What Happens Next

If you don't include your address or email with your Service Request, you won't receive follow up. The Department of Consumer and Worker Protection (DCWP) will consider your complaint a tip.

If you include your address, DCWP will mail you a complaint form. You must complete and return it to DCWP. If you provide your email address, you'll get the form by email instead. Check your spam folder if you don't see it in your inbox.

Within 24 hours of a known service disruption, hotels must notify guests and anyone with reservations.

The notice must say:

  • What the disruption is
  • How long the disruption will last

Hotel service disruptions include:

  • Construction
  • Unavailable elevators, wheelchair lifts, ramps, or accessible bathrooms
  • Strikes, protests, or picketing
  • Bed bugs, lice, or other insects
  • Rodents or other pests
  • Out-of-order advertised amenities (pool, spa, shuttle service, internet access, or food or beverage service)
  • Out-of-order advertised appliances or technology (in-room refrigerators, internet, or Wi-Fi)
  • No water, gas, or electricity

Hotels must not:

  • Charge a fee if guests cancel a reservation due to a service disruption
  • Keep any deposit for an unused portion of the canceled reservation

The Department of Consumer and Worker Protection (DCWP) does not accept reports of rude employees. Report this type of complaint to the business.

For reports of discrimination, go to the Discrimination page.

The New York City Department of Consumer and Worker Protection (DCWP) can help you with complaints about businesses in New York City. For complaints about businesses elsewhere, contact the local consumer affairs office or the State Attorney General.

Online

Learn how to file a complaint about a business outside of NYC.

By Phone

  • Agency: Nassau County Consumer Affairs
  • Phone Number: (516) 571-2600
  • Business Hours: Monday - Friday: 9 AM - 5 PM

  • Agency: Suffolk County Consumer Affairs
  • Phone Number: (631) 853-4600
  • Business Hours: Monday - Friday: 9 AM - 5 PM

  • Agency: Westchester County Department of Consumer Protection
  • Phone Number: (914) 995-2155
  • Business Hours: Monday - Friday: 9 AM - 5 PM

  • Agency: New Jersey Division of Consumer Affairs
  • Phone Number: (973) 504-6200
  • Business Hours: Monday - Friday: 9 AM - 5 PM

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