Common Complaints Of A Hotel Guest & How To Deal With Them – Part I

Dealing with a customer complaint is one of the most difficult tasks for any hotel employee. Even personnel who are unable to make modifications or solve the situation are frequently met with an upset or irate guest. While it is impossible to prepare for every conceivable complaint, a prepared hotelier may teach their employees how to respond to the most prevalent complaints.

Unclean rooms:

This is a typical complaint with lower-end hotels, but it may also happen with the greatest hotels. Uncleanliness is one of the worst reputation killers in the hotel sector, whether the room hasn’t been sufficiently cleaned or bed bugs or cockroaches are roaming around. I can’t emphasise how quickly news will spread about an issue someone had at your hotel, so do everything you can to avoid this complaint from happening in the first place. The easiest method to do this is to teach your team to handle cleanliness on a high level, regardless of the sort of accommodations you’re hosting.

There Is No Hot Water:

Consider a guest who arrives at a hotel fatigued following a long journey and merely wants to take a lengthy, hot shower. And, to his dismay, there is no hot water! A visitor like this will be contacting reception in rage, asking that the situation be resolved quickly. If the problem is limited to that room, give the visitor a transfer to another room and try to apologise to them by doing something pleasant for them.

Rude Personnel:

In the hotel sector, you simply cannot afford to have employees with a bad attitude. Half of your entire hotel experience is determined by the (un)pleasantness of your employees, so make sure they are adequately trained. The single most effective strategy to address this issue is to only recruit individuals who can manage their tempers and keep their minds straight even when shouted at. Also, make sure you pick problem solvers as employees because nothing is more aggravating than a staff member who can’t manage an issue whatever the circumstance may be.

Unhealthy Food:

Many hotel guests detest hotel cuisine, and this is since meals in certain lodgings can be terrible. With millennials taking over as the largest group, it’s become even more crucial to focus on the food since they’re more interested in local experiences than simply having a good time. Some hotels specialise only in gourmet experiences, but you don’t have to go that far; simply hire a qualified local chef who can provide wonderful meals.

Loud neighbours:

You WILL have to deal with visitors complaining about loud Neighbours no matter what style of hotel you own. This is problematic for several reasons. Your visitors spent a lot of money to stay at your hotel, so a little peace should not be too much to ask. It is the very minimum of what your hotel’s service should provide.

To guarantee that you handle it properly, respectfully ask their neighbour to kindly keep their noise down because it is upsetting the other visitors. Remember that your loud Neighbours are still guests at your hotel and should be treated with courtesy.