What are the different types of guest complaints?
What are the different types of guest complaints?
Types of Common Guest Complaints in Hotels
- Service Related Complaints.
- Attitudinal Complaints.
- Mechanical Complaints.
- Unusual Complaints.
- Room Related Complaints.
- Complaints Due to Food and Beverage.
- A special Type of Guest complaint: The Unresolvable!
- Also, read about How to Handle Guest Complaints?
How do hotels handle guest complaints?
The Basics Of Handling Complaints
- 1 – Listen. It's possible that the guest(s) who are complaining may be angry or upset. ...
- 2 – Empathize And Apologize. People want to be heard and validated. ...
- 3 – Find The Root Of The Problem. ...
- 4 – Offer A Solution. ...
- 5 – The Follow-Up. ...
- Take Notes. ...
- Isolate The Situation.
What is an example of a hotel complaint?
Common hotel guest complaints Unpleasant odors (e.g., smoke, pets) Problems with the temperature (too hot or too cold) Trouble with the Wi-Fi. A lack of free services or amenities.