How to complain about your airline or hotel service - and get results

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As a manager of a small hotel, I couldn't agree more with the 'don't wait' advice. Also, try not to make it personal - we didn't deliberately ruin your vacation, we will do as much as we can to rectify it. Also, the old adage of 'You get more flies with honey than vinegar' often holds - try to stay polite, don't yell at us and don't try to roust support amongst other guests - that just gets makes us less likely to go above and beyond. It's really easy to deliver great service, with just a little attention, but sometimes things go wrong. It's OK to complain, just don't try for the Emmy for your performance!!

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