Closing the gap between what was promised and what was delivered.
Hospitality Gap independently reviews your hotel experience, assesses the gap between the service promised and the service delivered, provides a private Bespoke Hospitality Gap Score™, and guides you on what outcome should reasonably be expected.
What We Do
We independently assess the gap between the service promised and the service delivered.
We Assess The Hospitality Gap
We compare what was promised, what was delivered, what was paid for and how the issue was handled.
We Provide A Bespoke Score
Every paid case receives a private Bespoke Hospitality Gap Score™ based on the information provided.
We Explain The Expected Outcome
We guide guests on what a fair and reasonable outcome should look like.
We Help Deliver The Complaint
Depending on the package selected, we write the complaint, research escalation routes and support follow-up responses.
How It Works
Submit Your Case
Tell us what happened and upload any evidence.
We Review Your Situation
We analyse the booking terms and the service experience.
We Structure Your Complaint
You receive clear, professional complaint wording tailored to your case.
You Send It With Confidence
You send the complaint to the right department with the best chance of success.
Simple, Transparent Pricing
£29.99
Complaint Support & Structuring
We review your case and provide professional complaint wording and next steps.
Start Now →£79.99
Full Complaint Draft
We create a fully written complaint ready to send, tailored to your situation and evidence.
Start Now →Why Use Us Instead of Doing It Yourself?
Most complaints fail because they are emotional, unclear or missing key details.
We help you present your case the way hotels actually assess complaints.
“I had a bad stay and I’m very unhappy. I want a refund.”
- Emotional
- No evidence or detail
- Harder for the hotel to act on
“The booked room included air conditioning and a quiet environment. During my stay the air conditioning was not working and noise from the corridor continued late at night...”
- Factual and clear
- References booking terms
- Easy for the hotel to investigate and respond
What We Need From You
- Booking reference or confirmation
- What was promised
- What actually happened during your stay
- Who you spoke to and when
- Any supporting evidence
Do I Have a Valid Complaint?
Answer 3 quick questions to find out.
About The Hospitality Gap
Built by hospitality professionals with real experience handling guest complaints inside hotels. We understand how complaints are reviewed and what leads to fair outcomes.
Still Unsure?
Start with a £10 Quick Case Check and get clear guidance within 24 hours.