---
sector: lodging
title: Hotels and vacation rentals — how complaints work
last_verified: 2026-10-12
---

## In short

Raise problems at the front desk while you are still at the hotel. After the stay, write to the hotel, then to the chain. Each hotel sets its own cancellation, deposit and resort-fee rules, even inside a big chain. If you booked through a third-party site such as Expedia or Booking.com, that site usually handles changes and refunds, but the hotel's rate rules still apply. Since May 12, 2025, the advertised price for a stay must include mandatory fees such as resort fees. For vacation rentals, pay only inside the platform and report problems through it quickly. Never "confirm" a card through a link in a message.

## How complaints work in this industry

- Marriott says to speak to the front desk first if you are still at the hotel, because that gives the most immediate help. [Marriott: how to email Marriott](https://support.marriott.com/s/article/how-to-email-marriott)
- Hilton says to take a billing problem to the hotel from the stay first, and to use its Report a Billing Issue form if that does not fix it. [Hilton: report a billing issue](https://www.hilton.com/en/help-center/reservations/report-a-billing-issue/)
- Marriott says reservations made through a third-party site may need to be cancelled through that site. [Marriott: find your cancellation policy](https://support.marriott.com/s/article/find-marriott-cancellation-policy)
- Booking.com's terms say that cancellation and no-show fees, and any refund, depend on the property's own policy. [Booking.com terms](https://www.booking.com/content/terms.html)
- Hyatt says cancellation and deposit policies vary by hotel and by confirmed rate, and the policy is given when you book. [Hyatt: payment and cancellation](https://www.hyatt.com/help/faqs/payment-and-cancellation)
- Vacation rentals are contracts with independent hosts. Airbnb's Rebooking and Refund Policy needs a report within 72 hours after you discover the problem. [Airbnb Rebooking and Refund Policy](https://www.airbnb.com/help/article/2868) Vrbo's VrboCare terms need notice within 30 business days of the first event. [VrboCare terms](https://www.vrbo.com/lp/b/bwc-guarantee)
- Dispute terms differ. Marriott.com's terms require individual AAA arbitration and claims within one year. [Marriott terms of use](https://www.marriott.com/about/terms-of-use.mi) Hilton's Site Usage Agreement has no arbitration clause but requires individual claims in Virginia courts within one year. [Hilton Site Usage Agreement](https://www.hilton.com/en/p/site-usage-agreement/)

## Your leverage

- FTC fee rule (rule `ftc-junk-fees-rule`): since May 12, 2025, anyone who advertises a price for short-term lodging must show the total price, including all mandatory fees, more prominently than other prices, and may not misrepresent any fee. [16 CFR 464.2](https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2), [16 CFR 464.3](https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3)
- The FTC says the fee rule covers hotels and also third-party platforms, resellers and travel agents that advertise short-term lodging. [FTC fee rule FAQ](https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions)
- A charge for a stay that was not provided as agreed, or a deposit that was not returned, can be disputed with a credit card issuer as a billing error. The issuer must receive written notice within 60 days after the first statement that shows the charge (rule `fcba-billing-error`). [12 CFR 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)
- Loyalty terms can remove fees. Hilton Honors members on Reward stays booked with all points or a free-night certificate do not pay resort fees at participating hotels. [Hilton Honors terms](https://www.hilton.com/en/hilton-honors/benefit-terms/)
- Hyatt says that at its California hotels, reservations made through Hyatt channels, including prepaid and nonrefundable ones, can be cancelled for a full refund up to 24 hours after booking, unless the booking was made less than 72 hours before check-in. [Hyatt terms](https://www.hyatt.com/help/terms/hyatt)

## Traps

- Advance purchase and nonrefundable rates are usually final. Hilton's Advance Purchase terms say these payments are not refundable and the bookings may not be modified. [Hilton Advance Purchase terms](https://www.hilton.com/en/hotels/laxavci-conrad-los-angeles/offers/advance-purchase-terms/)
- Changing the dates or room type after booking can give the reservation a new cancellation policy or a different rate. Cancellation deadlines use the hotel's local time. [Marriott: find your cancellation policy](https://support.marriott.com/s/article/find-marriott-cancellation-policy)
- Hilton warns that if you dispute an Advance Purchase charge with your card company while Hilton's refund is pending, the double credit causes a new correcting charge when the dispute closes. [Hilton: refund reversals](https://www.hilton.com/en/help-center/reservations/refund-reversals/)
- Resort and destination fees vary by hotel and are listed on each hotel's own policy page, for example a daily destination fee of $25.00 per room at Hyatt Regency New Orleans. [Hilton: resort charges](https://help.hilton.com/s/article/Is-there-a-resort-charge-at-the-hotel), [Hyatt Regency New Orleans policies](https://www.hyatt.com/hyatt-regency/en-US/msyrn-hyatt-regency-new-orleans/policies)
- Incidental holds take time to drop off. Marriott says most banks release them within 3 to 7 business days, and up to 30 days for international cards. [Marriott: incidental hold](https://support.marriott.com/s/article/what-is-incidental-hold)
- Airbnb charges guests a service fee of 14.1% to 16.5% of the booking subtotal, shown in the price breakdown before booking. [Airbnb: service fees](https://www.airbnb.com/help/article/1857)
- A Vrbo host has 14 days after checkout to file a damage deposit claim, which cannot exceed the deposit. [Vrbo: damage deposit claims](https://help.vrbo.com/articles/How-do-I-file-a-damage-deposit-claim)

## Scams to watch for

- Criminals take over hotels' Booking.com accounts and message guests in the app, by email or on WhatsApp to ask for payment or card details. The UK's Action Fraud logged 532 reports and £370,000 in losses from June 2023 to September 2024. [Travel Weekly, January 10, 2025](https://travelweekly.co.uk/news/action-fraud-issues-booking-com-phishing-alert)
- Booking.com says it will never ask for card details by email, phone, text or WhatsApp, or for a bank transfer that differs from the payment policy in your confirmation. [Booking.com: safety for travellers](https://www.booking.com/trust-and-safety/travellers.html)
- Hilton's privacy statement says Hilton will never ask you to send personal or payment card information by email or text message. [Hilton Global Privacy Statement](https://www.hilton.com/en/p/global-privacy-statement/)
- Airbnb says an unexpected request to pay outside Airbnb may be fraudulent, including one from someone who claims to represent Airbnb, and warns of look-alike email domains. [Airbnb: off-platform payments](https://www.airbnb.com/help/article/199), [Airbnb: phishing](https://www.airbnb.com/help/article/971)
- The BBB reports fake rental owners who offer a discount to pay directly by Venmo or Cash App, then disappear after the deposit. [BBB scam alert](https://www.bbb.org/article/scams/29117-bbb-scam-alert-how-to-spot-this-newly-common-vacation-rental-scam) Vrbo says it will never ask you to pay outside its secure system. [Vrbo: smishing and vishing](https://help.vrbo.com/articles/What-Smishing-and-Vishing)
- The BBB warns of fake hotel booking sites, including a consumer who paid for a Hilton room in Chicago that neither the hotel nor Hilton had any record of. [BBB scam alert](https://www.bbb.org/article/scams/28768-bbb-scam-alert-how-to-avoid-scams-when-booking-a-hotel-online)
- The FTC published a robocall that claims to be "an exclusive announcement from Marriott Hotels" offering a complimentary stay. [FTC robocall recording](https://www.ftc.gov/media/85095)

## By the numbers

- ACSI 2026 lodging satisfaction (0-100): industry 77; Airbnb and Hilton 79; Marriott 78; Hyatt 77; IHG 76; BWH Hotels 75; Choice 72; Wyndham 70. [ACSI: Lodging](https://theacsi.com/industries/travel/hotels/)