How do you respond to a hotel complaint?
How do you respond to a hotel complaint? Respond to every complaint to show that you are listening to customer feedback, even if you can't do anything but apologise. Respond to the guest publicly, using their name and specifically addressing their concern (do not use a generic response) Let them know that you want to resolve the issue.
What is the heart method in hotel?
HEART stands for Hear, Empathize, Apologize, Respond, Thank. PLAN – Prepare for positive customer interactions.