Why guest complaints in the hotel

Make sure you are aware of those platforms. Respond to the comments! This will show people that you are listening and you actually care. Check another blog post about making social media as your sales channel.

If you notice, that more guests are pointing out one or another aspect at your hotel uncomfortable bed, noise from the street, grumpy receptionist You are in the hospitality business. You need to see guest and guest's needs as the core of your business.

Design all your products and services FOR your guest. If you hear negative review or complain - listen. That's your key to a better service. If people are complaining about something, might be that there is a reason for that and you were not aware of that issue.

Guests are also just a simple people who want to be treated fairly and honestly. If you listen to their problem and apologise - they are most likely to forgive and forget the bad emotion. Actually guest's complain can even be profitable. Just make sure to react quick and solve the problem in a pleasant manner.

When unhappy guest receive the solution, they are more likely to be your loyal guest and share a good word about you. Solutions Customers Pricing We are hiring Book a demo. SabeeApp Software Suite. Hotel Operations Software for conscious hoteliers. Apartment Management Software for a smooth operation.

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Educational Technology Consultancy Become our partner. It might not seem like the most important detail, but guests expect complimentary supplies like shampoo, soaps, or coffee. These items should be abundant and match the high-quality status of everything else your hotel has to offer in order to keep your guests happy as can be.

Food-related complaints should be brought directly to the employees involved in making and delivering the meals to better ensure similar issues can be avoided in the future. Hotel amenities need to be shut down for a number of reasons, and guests will inevitably be disappointed if a service or amenity they had hoped to utilize is closed.

Hotel management should do their best to communicate the status of closed amenities to current and future guests to avoid surprises. If a customer does complain about a closed amenity staff should do their best to express their sincere regrets and provide the guest with any necessary context or information about the closing.

If policy permits, team members can also offer upgrades or perks to make up for any disappointment. Every so often, a guest will express discontent with hotel policy. In these cases, staff can communicate politely but clearly that hotel rules are agreed to upon check-in, and that they need to be followed as written. Be upfront with your guests about costs and fees throughout the booking process, and make sure your staff can point to the notification of those costs in writing if a complaint does come up.

As always, team members should be sure to practice polite and appropriate communication and apologize for any potential confusion or miscommunications. Theft in any context is a serious problem and should be addressed as such.

When a guest has accused a staff member of stealing their belongings, hotel management should approach the issue carefully and adhere closely to hotel policy and an established resolution strategy.

The happier your guests, the fewer your negative reviews! If your conflict resolution plan is smooth enough, you should be able to turn even the most ornery of complaining guests into a loyal return traveler. Getting your guest resolution strategy into tip-top shape is one more opportunity for your hotel business to shine and set the tone for your competitors.

Their preparedness will not only be beneficial to your hotel, but to your staff members, themselves. Guest comfort is paramount for any hotel, and temperature is a vital part of that comfort. A guest cannot relax and enjoy themselves while sweating or shivering which is why room temperature is the number one most common guest complaint.

What your staff can do about room temperature will depend on what the problem is. In most cases, the best way to handle this is to direct your guests on how to adjust the temperature for themselves with their in-room AC unit or thermostat. Ideally, there will be easily readable printed instructions on the unit itself but be prepared to walk guests step-by-step through the process. After room temperature, wifi access is the second most common complaint.

Often, wifi passwords are hand-written on a card in the guest book. The password may be hard to see or your proprietary wifi login may be confusing to navigate. Make sure staff are trained in the wifi login process so they can carefully walk guests through this as needed. When people book a hotel room, they expect peace and quiet for a relaxing stay. Hearing outside noise in the room makes up 11 percent of guest complaints and often for good reason.

While you may not be able to control the source of their noise problem or add insulation to the walls, there are a few things staff can do. If the noise is coming from outside the hotel, your staff can offer to move the guest up several floors or across the floor plan to get them away from the noise.

Heres How… If you get a Complaint — About 25 others have had the same problem but say nothing. Read some more about 4 steps to handling customer complaints.. Skip to content Hotel Guest Complaints. Home » Hotel Guest Complaints. The top 5 Guest complaints in the Hotel industry now a days are very well related to: Wi-Fi Attitudes and behavior of the staff Cancellations and refund Dissatisfaction is due to a misrepresentation Extra charges Few basic Tips on how to handle Guest Complaints: A Step by Step process that works most of the time.

Listen — concern — empathy. Listen with concern and attention to the guest. Isolate the guest if possible so that the other guests are not affected.