Barret

For the lucky majority of holiday-makers, their stay in a hotel will pass without a hitch, leaving long lasting, happy memories. But for some, they're left feeling like they may as well have booked a stay in a war zone or damp-ridden basement - for that's what some hotel rooms resemble.

Consumer affairs programmes on television nearly always feature at least one 'holiday from hell'; either caused by hotel construction, cancellations, delays, poor service or just downright disgusting room conditions. And we're not just talking about a little grime around the rim of the shower; some unlucky guests have found rotting food, local wildlife or the previous occupant's underwear (sometimes with the deceased previous occupant in them) in their rooms.

Upon hearing some of the horror stories, it's a wonder that anyone ever opts to stay in a hotel, but places as bad as this are thankfully rare. The odd tales of spiders or cockroaches are to be expected, and pale in comparison to one guest who found a baby Boa Constrictor lurking in her shower. Likewise, a few stains around the bath are almost welcomed when you consider where the stains could have been - some people have turned back the bedding only to uncover urine and blood stains on the sheets.

Then there are the tales of nightmare staff; the maid who steals the loose change from your nightstand or barges into the room ignoring the 'do not disturb' sign on the door, the waiter seen to sneeze over the food before serving it to you, or the manager who rewards you with a blank stare should you bother to mention these things to him.

So what should you do when faced with a hellish hotel? The first thing to remember is to unpack your camera - nothing else, just your camera. Take pictures of any incriminating evidence left in the room which makes it unacceptable - mould, torn or broken fixtures, exposed wiring...this way you'll have evidence should you need to pursue a compensation claim. Then, after cataloguing all the faults, present them to the hotel manager. Request to be moved to a more suitable room; or failing that, another hotel - this is why you shouldn't unpack immediately. Don't leave it a few days or wait till you get home, speak up straight away.

If the hotel manager refuses to resolve your problem, inform them that you will be writing to the corporate headquarters. Often this will nudge the manager enough to fall in with your wishes. If not, ask him to put in writing that he cannot or will not help you, and send a copy of this to the HQ along with your letter of complaint. If you're on a package holiday, you may find it easier to contact the holiday rep, who can then arrange for you to be moved.

Always remember; you have paid the hotel to provide you with accommodation of a certain standard, and if they don't provide this, you are well within your rights to complain. Never let them make you feel like a nuisance for only wanting what you're entitled to.

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