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A hotel abroad without the language: check-in, complaints and check-out

At large hotels the front desk usually speaks English, but a small guesthouse, a family-run place or the night shift can be a different story. The real difficulty starts when something goes wrong: the room is not what you booked, the air conditioning is broken, or the bill has a line you do not recognise. You can handle it without the language, as long as you know what to ask and what to get in writing.

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Before you arrive: the first message

If you are arriving late or want an early check-in, letting the hotel know in advance makes things easier. Write in the hotel's language, in short sentences: arrival time, number of guests and booking number.

At small hotels and guesthouses this often happens over a messaging app. Keep the replies; if there is a disagreement at check-in, you have it in writing.

What to check at check-in

Show your booking on screen or on paper at the desk. Room type, whether breakfast is included, whether city tax is charged separately and how much the deposit is: asking at check-in avoids surprises at check-out.

Take a few minutes once you are in the room:

  • Do the air conditioning or heating, the hot water and the sockets work?
  • Are the beds and room type what you booked?
  • Any damage or missing items in the bathroom, safe or minibar?
  • What do the fire plan on the door and the house rules in the room say?

When something goes wrong: making the complaint clear

If something does not work, tell the front desk right away and calmly. One sentence, one problem: “The air conditioning in my room does not work.” A short translated sentence is understood far better than a long explanation.

Take a photo of the problem and note when you reported it. If it is not fixed, state clearly what you want, such as a room change or a discount, and ask for the answer in writing or by email.

House rules, notices and room service

The information sheets in the room, notices in the lift and the room service menu are often only in the local language. Breakfast hours, pool rules, smoking fines and check-out time are written there.

If the room service menu lists a service or delivery charge next to the price, ask for the total before you order.

Check-out and the bill

Read the bill line by line before you sign it. If there is a minibar charge, city tax, a late check-out fee or a service you do not recognise, ask; disputing a wrong line afterwards is much harder.

Find out when and how the deposit is returned, and ask for a copy of the invoice. If you pay by card, ask which currency it will be charged in.

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