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Compensation | Lodging complaints - Global 41157
Article Record Type
Legacy
Article Number
000003573
Legacy Id
41157
Publication Status
Published
New Info
Last Published Date
2/13/2024, 7:54 AM
Topics:
All Brands
Compensation
Complaint
Lodging
Details

STOP: Only access this article through the Generate Lodging Compensation Matrix link in Voyager Next

If you came to this article through Agent Help search, close this tab and go back to Voyager Next to find the Generate Lodging Compensation Matrix link. Click the link to generate a customized version of this article.

Generate lodging complaint matrix link
Click the link in Voyager Next to generate a customized version of this article







About

Compensation is an additional amount granted to the traveler on top of any refunds they may have received as part of the standard resolution process.

When a traveler has a bad experience or complains, you may be able to offer them compensation in the form of extra OneKeyCash, coupons, points, or a partial refund or credit. See Compensation policy

This article covers compensation guidelines for lodging complaints where the traveler’s situation does not rise to the level of a relocation. If a traveler needs to be relocated or was already relocated, transfer to Relocations. See When to transfer to Relocations







Lodging compensation matrix
These scenarios are only examples, not a complete list. If you can’t find the exact scenario, use your best judgment to compensate the traveler.

Problem with room or hotel condition Compensation (% of hotel booking)
Minor issues

Bad smell in hotel or room
Not enough bedding
Cosmetic damage to building (If the structure of the hotel seems unsafe, see Health and Safety issues.)
Mold on walls or windows (If someone got sick from mold, see Health and Safety issues.)
20%

Major issues

Dirty room or hotel
Bugs or other pests (For bedbugs, rats, cockroaches, see Health and Safety issues)
Broken glass on floor (small amount)
Broken door locks
No hot water in bath / shower
No electricity
Elevators don't work (If traveler was trapped in elevator, see Health and Safety issues)
30%

Health and Safety issues

Any condition that poses risk of illness, injury, or death. This includes structural safety, fire risk, and pest infestations, and outbreaks of disease. See Property health and safety issues Transfer to Relocations. See When to transfer to Relocations
Problem with hotel service or our service
Minor issues

Construction in the area around the hotel, not mentioned by property previously
Hotel staff is not helpful
Agent was rude
20%
Major issues

Construction at the hotel, not mentioned by property previously
Unexpected loud noise at night
Hotel staff is rude
Hotel staff enters guest's room without permission
30%
Health and Safety issues

Any condition that poses risk of illness, injury, or death. This includes structural safety, fire risk, and pest infestations, and outbreaks of disease. See Property health and safety issues Transfer to Relocations. See When to transfer to Relocations
Hotel/room not as advertised or booked
Minor room type difference:

No balcony as advertised
Smaller than advertised
One-star rating difference (hotel is 3 stars instead of 4)
Guesthouse or B&B instead of hotel
20%
Major room type differences

Single room instead of double
No view as advertised
Confirmed request for adjoining rooms was not met
Two-star rating difference (hotel is 3 stars instead of 5)
Hostel instead of hotel
Not given an accessible room
30%
Problems checking in
No one at the front desk
Hotel can't find the reservation
Very long wait lines
20%
Problem with amenities
Minor issues

TV doesn't work or only has local channels
Phone doesn't work
Internet connection is slow or not available
Hotel activities or entertainment options are not as advertised
Food offerings are not as advertised (but other options available)
No air conditioning in the hotel common areas
10%
Major issues

No private bathroom, or toilet / sink / shower are broken
No additional beds, as requested or advertised
No swimming pool as advertised
No food as advertised, and no alternative options
No activities as advertised
No beach access or view as advertised
No air conditioning in the room
20%
Problem with payment
Unauthorized charges from hotel
Unexpected pre-authorization charges
10%
Premium/Elite Rewards (not applicable to EPS)
Room upgrade / amenity / perk not provided as promised
10%
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Issue compensation in the correct increments
If Then
Compensation is in OneKeyCash or coupons

Round up to the nearest increment of $25—so if the calculated percentage is $36.75, offer $50.

Compensation is in Expedia Rewards points

Round up to the nearest increment of $25, and give that value in points. Example:

$25 = 2500 points

$50 = 5000 points

Amount is under 25 USD

Offer 25 USD. Convert to correct currency where needed.

Amount is more than the largest coupon you can issue

Create multiple coupons that add up to the full amount.

Traveler has multiple issues

Offer a higher compensation rate to cover all issues. Do not issue individual coupons for each issue.

It’s a package booking

Calculate compensation only from hotel portion of the cost

EPS



Instead of compensation, issue a partial refund. Important: Inform the affiliate agent whether the refund will be covered by Expedia Group or the property, as this makes a difference to our EPS partners

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Talking points
"That’s not enough money.”

“Can I have more compensation?”

Let them know that you understand the experience they had didn't meet their expectations.

We always aim to deliver the best possible experience for our travelers, but in this situation, this is all you can offer.

"That’s not what happened here.”

“You don’t understand how bad this was.”

“You got this all wrong.”

Tell them you investigated what happened based on the details provided to you.

Tell them if they have additional information, you’d be happy to take another look.

If they don’t have any new information that would change the compensation, per the policy, reiterate that this is all you can offer.

"Can I have cash instead of OneKeyCash/a coupon?

“Can I have a refund instead?”

“Give me a refund or I’ll never book with you again.”

Acknowledge that this experience was disappointing to them.

But unfortunately, in this situation we cannot offer a cash refund.

Tell them the compensation we’ve given them is not meant to put a monetary value on their experience, but to show our appreciation for their business and express our regret that their travel didn't go as planned.

"I am a Silver/Gold/Platinum customer. Don’t I get more for that?”

“What do I get if I have loyalty status?”

Tell them their loyalty status is linked to the value of their bookings.

Their loyalty status is not linked to compensation for a poor travel experience.

We assess compensation amounts based on their travel experience only.

“My friend/family member got more for the same thing. Can I get what they got?”

Tell them that each traveler’s experience is different, and we assessed theirs based on the type of booking and the situation.

This can result in different amounts for each experience.

“I want to speak to your supervisor.”

Tell them you can certainly get them to your supervisor.

But let them know our compensation guidelines are linked to the individual experience and your supervisor will offer them the same amount.

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