Within 24 hours of a known service disruption, hotels must notify current guests and prospective guests who make reservations themselves or through a third-party vendor.
The notification must include:
- Nature of the disruption
- Duration of the disruption
Hotel service disruptions include:
- Construction
- Unavailable elevators, wheelchair lifts, ramps, or bathrooms accessible to people with disabilities
- Strikes, protests, or picketing
- Bed bugs, lice or other insects
- Rodents or other vermin
- Out-of-order advertised hotel amenities (pool, spa, shuttle service, internet access, or food or beverage service)
- Out-of-order advertised room appliances or technology (in-room refrigerators, internet, or Wi-Fi services)
- No water, gas, or electricity
Hotels may not:
- Charge a fee if guests cancel a reservation due to a service disruption
- Keep any deposit for an unused portion of the canceled reservation
You can report an undisclosed hotel service disruption by emailing your complaint to consumers@dca.nyc.gov. Please be as specific as possible about the problem.
