What Should I Do If I Experience Discrimination in a Hotel?

Experiencing discrimination in a hotel can be distressing and frustrating. However, there are legal protections in place to ensure that guests are treated fairly and equally. In many countries, hotels are required by law to provide services to all customers without discrimination based on factors such as race, gender, sexual orientation, disability, religion, or national origin. If you face discrimination during your stay, it’s important to know your rights and the steps you can take to address the issue.

1. Document the Incident

If you experience discrimination at a hotel, your first step should be to document everything related to the incident. This will be vital if you need to take legal action or file a formal complaint.

• Take notes: Record the time, date, and details of the incident, including what was said or done by the hotel staff.
• Gather evidence: If possible, take photos, record videos, or keep any written communication (such as emails or text messages) that support your claim.
• Witnesses: If there were other guests or witnesses to the discriminatory behavior, ask for their contact details in case you need them as testimony later.

2. Address the Issue with Hotel Management

Many cases of discrimination can be resolved directly with the hotel, especially if it is an isolated incident. You can address the issue by speaking with the hotel management:

• Request a meeting: Politely but firmly request to speak with a manager or supervisor. Explain the situation clearly and calmly, and how the discrimination impacted your stay.
• File a formal complaint: Ask for a written record of your complaint. Many hotels have a formal grievance process, and the management may offer you an apology, compensation, or other remedies.
• Give them a chance to resolve it: Often, hotel management will try to resolve the situation to avoid bad publicity or customer dissatisfaction. If they provide a satisfactory solution (e.g., a room change, refund, or compensation), it may resolve the issue without further escalation.

3. Report the Incident to Local Authorities

If the hotel management is unresponsive or dismisses your complaint, you may need to escalate the matter by reporting the discrimination to relevant authorities.

• Human rights or anti-discrimination agencies: In many countries, there are specific government bodies or commissions that handle complaints related to discrimination. For example, in the U.S., the Equal Employment Opportunity Commission (EEOC) handles cases of discrimination under federal law, while state human rights commissions may handle state-level complaints.
• Tourism or hospitality regulators: Some regions or countries have tourism boards or hotel regulatory bodies that oversee the hospitality industry. They may be able to investigate complaints related to unfair treatment by hotels.
• Local consumer protection agencies: In many jurisdictions, consumer protection laws extend to services provided by businesses, including hotels. These agencies may assist with disputes regarding discrimination, particularly if it is part of unfair business practices.

4. Understand Your Legal Rights

Discrimination in public accommodations, including hotels, is prohibited in many jurisdictions under human rights and anti-discrimination laws. Here’s an overview of how these laws might apply to your situation:

• United States: Under the Civil Rights Act of 1964 (Title II), hotels and other places of public accommodation cannot discriminate based on race, color, religion, or national origin. In addition, the Americans with Disabilities Act (ADA) prohibits discrimination against individuals with disabilities in places of public accommodation, including hotels.
  • Fair Housing Act: This law also prohibits discrimination based on race, color, religion, sex, familial status, or national origin in housing, including the provision of lodging.
  • Equal Access Laws: In the U.S., individuals cannot be denied services or accommodations based on sexual orientation or gender identity in some states or jurisdictions, under both federal and state laws.
• European Union (EU): In the EU, discrimination in public accommodations is prohibited under Directive 2004/113/EC. This includes prohibitions against discrimination based on sex, religion, belief, disability, age, or sexual orientation in areas such as housing and accommodation services, including hotels.
• United Kingdom: The Equality Act 2010 protects against discrimination in public services, including hotels, on the grounds of age, disability, gender reassignment, race, religion or belief, sex, and sexual orientation.
• Canada: Under the Canadian Human Rights Act, it is illegal to discriminate based on race, national or ethnic origin, color, religion, sex, sexual orientation, gender identity, disability, or other protected grounds in the provision of services, including by hotels.

5. Consider Taking Legal Action

If your efforts to resolve the issue with hotel management or through local authorities fail, you may have the option to pursue legal action for discrimination.

• Civil lawsuit: You can consider filing a civil lawsuit for discrimination against the hotel. You may be entitled to compensation for damages related to emotional distress, financial losses, or any harm caused by the discriminatory treatment.
• Consult an attorney: It’s advisable to consult with a lawyer who specializes in civil rights law or consumer protection law. They can help you assess whether you have a valid claim and guide you through the process of filing a lawsuit or taking other legal actions.

6. Share Your Experience Publicly

If you are dissatisfied with the hotel’s response and want to raise awareness of the issue, you can share your experience publicly:

• Leave a review: You can write a detailed review on travel platforms like TripAdvisor, Google Reviews, or Yelp. Be factual and provide clear details of the discrimination you experienced, as well as the hotel’s response to your complaint.
• Social media: Share your experience on social media platforms. Many companies are highly responsive to customer complaints on social media, especially if the issue becomes publicly visible.

While it’s essential to maintain a professional tone, documenting and sharing your experience can sometimes pressure a hotel to resolve the issue more quickly and fairly.

7. Seek Support from Advocacy Groups

If you’ve experienced discrimination, advocacy organizations can offer support and guidance. Depending on the type of discrimination, there are many groups that focus on specific issues:

• LGBTQ+ Rights Organizations: If you experienced discrimination based on sexual orientation or gender identity, organizations like GLAAD or the Human Rights Campaign may provide resources and support.
• Disability Advocacy Groups: If the discrimination was based on disability, groups like the National Disability Rights Network (NDRN) in the U.S. or Disability Rights UK can offer advice and support.
• Civil Rights Organizations: Organizations like the American Civil Liberties Union (ACLU) or ACLU of Canada work to protect the rights of individuals facing discrimination.

Example

Imagine you’re staying at a hotel and, upon check-in, the receptionist refuses to allow you to stay because of your race. You could:

• Step 1: Document the incident by writing down the time, place, and exactly what was said, and gather any supporting evidence (e.g., witnesses, recordings).
• Step 2: Contact hotel management immediately to file a complaint. If they don’t resolve the issue, request the incident be escalated to a higher authority.
• Step 3: Report the incident to your local consumer protection agency or human rights commission. In the U.S., you could file a complaint with the Equal Employment Opportunity Commission (EEOC) or a state-level human rights commission.
• Step 4: If the hotel refuses to take action, consider filing a civil lawsuit for discrimination. Consult a lawyer for guidance on how to proceed.