The hotel was complained by Ctrip. What should I do?

1 First of all, the hotel must first determine whether the guest's complaint is reasonable.

2. Secondly, because of the hotel's problems, the hotel should take the initiative to take responsibility, assist guests to cancel Ctrip orders as soon as possible, and refund all room charges.

3. At last, the guest complained unreasonably, but the guest still asked for a refund. The hotel should maintain a polite and professional attitude, explain the situation to the guests and provide other solutions.