Common Guest Complaints in Hotels – Part II

This is the second part of our series of articles about common complaints guests have against hotels. We covered 5 complaints in the earlier article which you can check out here – Common Guest Complaints Part I . In this article we continue to provide more complaints which are common against hotels. Hope you gain some useful knowledge from this.

Temperature Of The Room:

Whatever you do to attempt to prepare, this problem will always find a way to rear its ugly head. It’s the most common complaint of the guests. While one individual may perceive the temperature to be just right, another may find it to be far too hot or freezing. I wish there was a one-size-fits-all answer, but there isn’t. Your best approach is to handle it case by case and resort to the “I’m very sorry for the inconvenience” response.

“I Can’t Connect To The Internet”:

Wi-Fi connection is the second most prevalent complaint, behind room temperature. Wi-Fi problems account for 14% of all complaints received.

While there isn’t much staff can do about ‘slow’ internet, many people may simply require assistance connecting when they first arrive. Wi-Fi passwords are frequently handwritten on a card in the guest book. The password may be difficult to read, or your private Wi-Fi login may be difficult to use. Make sure your team is well-versed in the Wi-Fi login procedure so that they can gently guide customers through it as needed. Unless you have an on-site network administrator, you should see Wi-Fi speed as one of many unsolved ‘issues.’

Mechanical Issues:

Mechanical complaints are about difficulties with the hotel’s equipment. Many client complaints were about hotel equipment failures. It is often concerned with air conditioning, lighting, power, room furniture, vending machines, ice machines, door keys, plumbing, television, and other similar issues. Using a front office log book and maintenance work orders effectively may assist to minimize the frequency of mechanical complaints.

Personal item theft:

This is a significant problem that should not be treated lightly. If a visitor accuses one of your employees of stealing their goods, you should have a set of protocols in place to deal with the problem. If you don’t already have protocols in place, you should do so right now. If this situation is not addressed appropriately, it has the potential to grow into something much larger if left unchecked, and there is always the risk of a lawsuit. Due care should be used to guarantee that your hotel is safe.

Unexpected Complaints:

Unusual difficulties are those over which the hotel has no control. Occasionally, guests make unreasonable or unattainable demands, such as complaining about the lack of a swimming pool, a lack of public transportation, terrible weather, and so on.

Front office management should notify front desk workers that guests may complain about items over which the staff has no control. Staff will be better prepared to manage an unexpected circumstance with suitable guest relations practices and prevent a potentially problematic interaction because of such training.