What is an example of a hotel complaint?
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.
What not to do when a customer complains?
Failing to follow up with the customer, ignoring or dismissing the complaint, or acting as if it isn't worthy of addressing. Making excuses, deflecting, or laying the blame back on the customer, management, or another department.
What are the examples of hotel service failure?
Most of the guests' claims concern the same kind of situation: burnt bulbs, broken TVs, issues with switches, clogged baths and toilets, air conditioners not working properly, etc.
What are the most common complaints in the hotel industry?
Common hotel guest complaints
- In-room cleanliness concerns.
- 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.
- The hotel is too noisy.
- Too much traffic near guest rooms.
- Lack of customer service.
How do hotels deal with 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.