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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.

The NYC Hotel Licensing Law, also known as the "Safe Hotels Act," requires hotels to obtain and display a license to operate in New York City. It also creates enforceable safety and cleanliness standards and requires protections for hotel workers.

You can report a hotel for:

  • Not having a license
  • Not displaying their license and complaint sign
  • No overnight front desk attendant
  • No security guard
  • Unclean room
  • No clean towels, pillows, or sheets in new room
  • No clean towels, pillows, or sheets on request
  • Allowing bookings for less than four hours
  • Not providing panic buttons to employees
  • Not directly employing core employees
  • Not providing human trafficking prevention training to staff
  • Retaliating against an employee

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

The notice must specify:

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

Hotel service disruptions include any of the following conditions if they are substantially likely to affect any guest’s use of a room or use of a hotel service:

  • 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 cannot:

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

Hotels must honor your room reservation.

You can submit a complaint for issues at the hotel, including:

  • Cancelation without notice
  • Contract or billing dispute
  • Fees or surcharges not disclosed
  • Refund, return, or exchange refused
  • Overcharge

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) 571-2449
  • Business Hours: Monday - Friday: 9 AM - 5 PM

  • Agency: Suffolk County Consumer Affairs
  • Phone Number: (631) 231-2400
  • 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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