What Should I Do If the Advertised Hotel Room View Is Obstructed?

If you arrive at a hotel and discover that the room view you were promised is obstructed, or the view is not as advertised during the booking process, this can be a frustrating experience. Hotels are often required to provide accurate representations of their rooms, including views, and you have several options for resolving the issue. Here’s what to do if you find yourself in this situation.

1. Review the Booking Details

Start by reviewing the booking confirmation, including any photos, descriptions, or details about the room that were provided when you made the reservation. This will help you confirm whether the hotel advertised a particular view, such as a sea view, city view, or scenic vista.

• Compare Advertised vs. Actual Room: If the booking website or the hotel’s own website advertised a specific type of view (e.g., Ocean View or Mountain View) and the actual view is significantly obstructed (by construction, another building, etc.), you have grounds to discuss the discrepancy.

2. Document the Obstructed View

To help support your case, take photos or videos of the obstructed view or the view from your hotel room. Make sure to capture the entire window or view from the room to demonstrate how it does not match what was advertised.

• Photos: Take clear, timestamped photos of the view you’re experiencing.
• Comparison: If you can access the hotel’s promotional materials (website, booking platform), compare the pictures shown with what you’re seeing from the room.

3. Contact the Hotel Staff Immediately

Once you’ve confirmed that the view is obstructed or different from what you were promised, contact the front desk or hotel management immediately. Politely explain the situation, and ask for clarification or a possible solution.

• Be Specific: Reference the room’s advertised view (e.g., I booked a room with an ocean view, but I am looking at a parking lot or The mountain view is blocked by construction).
• Request Alternatives: Ask if there are any available rooms that provide the advertised view. Many hotels will try to accommodate you by offering a room change if one is available.

• Possible Solutions:
  • Room Change: The hotel might offer to move you to another room with the correct view (if available).
  • Discount or Compensation: If a room change is not possible, the hotel may offer compensation, such as a discount on your stay or a partial refund.
  • Upgraded Room: Depending on the circumstances, the hotel might offer you an upgraded room (e.g., a suite or a room with a better view) at no additional charge.

4. Negotiate a Refund or Compensation

If the hotel cannot provide an alternative room with the promised view, or if you choose not to accept the room change, you have the right to ask for compensation.

• Discount on Room Rate: If you are dissatisfied with the room’s view and it was a significant part of why you chose the hotel, you can ask for a partial refund or a room rate discount to reflect the difference in what was promised and what was provided.
• Other Compensation: In some cases, you can request other forms of compensation, such as a complimentary meal, free parking, or amenity credits for hotel services (e.g., spa, tours, or room service).

5. Escalate the Issue If Necessary

If you cannot resolve the issue with the front desk or hotel management, or if you feel the compensation offered is insufficient, consider escalating the issue further.

• Speak to a Manager: Request to speak with a hotel manager or someone with higher authority who may be able to offer a better resolution.
• Contact the Booking Platform: If you booked through a third-party platform (like Airbnb, Booking.com, Expedia, etc.), you can contact the platform’s customer service for assistance. Many booking platforms have dispute resolution processes that can help mediate between you and the hotel.
• Leave a Review: After your stay, consider leaving a review on the booking platform or on review sites like TripAdvisor, Google, or Yelp. Sharing your experience can help others, and it might prompt the hotel to offer better solutions or address the issue more seriously.

6. Know Your Rights

Depending on where you are staying, you may have legal rights to compensation for misrepresentation of hotel rooms. In some regions, such as the European Union and U.S., there are consumer protection laws that ensure customers are not misled by false advertising or room descriptions.

• U.S. Consumer Protection: In the U.S., hotels are generally required to honor their advertised descriptions, especially if they were the deciding factor for booking. If a hotel misrepresents a room’s view, you may be entitled to a refund, compensation, or a resolution through the booking platform.
• EU Consumer Protection: Similarly, in the EU, if a room does not match its advertisement or is significantly different from what was booked, consumers have the right to request compensation or a full refund under EU consumer protection laws.

7. If All Else Fails, Consider Legal Action (in Extreme Cases)

In rare cases, if the hotel refuses to address the issue satisfactorily and you feel your rights have been violated (for example, if the misrepresentation was deliberate or grossly misleading), you can consider legal action or seek help from consumer protection agencies.

• Legal Recourse: If the hotel’s actions cause significant financial loss (e.g., if you booked a hotel specifically for a special view and the obstruction ruined your stay), you may be able to file a small claims case or a consumer complaint.
• Consumer Protection: Contact local or national consumer protection agencies to seek further advice or lodge a formal complaint.

Example Scenarios:

1. Scenario 1: Misleading Photos

- You book a hotel room advertised as having a stunning ocean view. Upon arrival, the view is completely blocked by a large construction site.

- Action: You contact the front desk and explain the discrepancy. The hotel offers you a room on a higher floor with an unobstructed view, as well as a discount on your stay. You accept the offer and enjoy the remainder of your trip.

2. Scenario 2: Obstructed View, No Alternatives

- You book a mountain view room, but the view is blocked by a large tree. The hotel does not have any rooms with a better view available during your stay.

- Action: You request a partial refund for the difference in the room’s advertised and actual condition. After some negotiation, the hotel agrees to refund part of the room rate.

3. Scenario 3: No Compensation or Solutions

- The hotel promises a city view room, but the view is obstructed by a wall. The hotel refuses to offer a solution, such as a room change, and does not offer compensation.

- Action: You escalate the issue by contacting the booking platform’s customer service. The platform mediates between you and the hotel, eventually securing a partial refund.

Conclusion:

If the advertised hotel room view is obstructed or significantly different from what was promised, you have several steps to take. Start by reviewing the booking details and documenting the issue, then contact the hotel staff immediately to request a room change or compensation. If the hotel is unwilling to accommodate you, escalate the issue with hotel management or through the booking platform. In cases of misrepresentation, you may be entitled to compensation, and legal avenues or consumer protection agencies can offer further recourse if necessary. Always ensure you understand your rights as a consumer to resolve the issue fairly.