Case Analysis of Hotel Complaint Handling_Classic Cases of Hotel Complaint Handling?

Hotels that handle complaints well can not only help the hotel discover problems and continuously improve them, but also win more and more loyal customers. Therefore, hotels should pay attention to complaint handling. The following is a case analysis of hotel complaint handling and hotel complaint handling that I bring to you. Welcome to read it!

Hotel Complaint Handling Case Analysis 1

What do guests think after checking in? The smell of paint was strong and the children were dizzy. One of them had allergies and felt uncomfortable. The hotel arranged for the guests to go to other hotels. The guests said that they would register with us and we would be responsible for any health problems. How to deal with it better?

[Analysis]: Doesn’t the hotel have rooms with “no paint smell”? Such rooms should not have been placed for guests to stay in in the first place. The hotel should send someone to accompany the guest to the nearest hospital to check whether the guest is in serious health condition. If so, the hotel should pay the medical expenses, so it is not a matter of filing. Let's negotiate and resolve the matter after we come back, and don't make the matter bigger and cause greater negative impact.

Hotel Complaint Handling Case Analysis Part 2

When the guest bought the membership card, he mistakenly thought that it could be used by everyone. Later, he found out that it was only for the member himself. He was very annoyed and asked for an explanation. How to solve it?

[Analysis]: Apologize to the guest and propose a remedy plan, for example: give it to everyone this time, and operate according to the regulations of the personal card next time; or give the guest several discounts, next time You can enjoy it when you bring someone here for the first time; or you can refund the card.

Hotel Complaint Handling Case Analysis Part 3

Guest Complaint: He originally booked a standard room in our hotel, but because our hotel was fully booked, he was introduced to another hotel, causing the guest to be late for the meeting. Ask for an explanation.

[Analysis]: Arranging other hotels, causing the meeting to be late? Don’t the guests themselves know the time of the meeting? The hotel is full, and it is not a "guaranteed reservation". The hotel has no obligation to reserve a room for the guest***According to As is the hotel's practice, general reservations are only held until 18:00*** on the same day. It is recommended that guests choose "Guaranteed Booking" next time, especially during peak periods.

Hotel Complaint Handling Case Analysis Part 4

I booked 2 rooms, but the hotel mistakenly arranged them for another guest with the same name who came before. At this time, the room was full. , the hotel arranged for him to go to another hotel and paid the guest a taxi fare. The customer was still dissatisfied and asked for an explanation. How to deal with this matter?

[Analysis]: The same operation as Case 10 is "guaranteed reservation". The hotel is responsible for paying the cost of the guest staying in other hotels, plus round-trip transportation, and is responsible for telling *** if Customers and friends call or come to the store to inquire***.

Hotel Complaint Handling Case Analysis Part 5

The guest checked in at night and found a bed bug on the bed, and demanded 1. Apology. 2. Change rooms. 3. Free room fee. He also said that if the room fee is not waived, it will be reported to the newspaper. How to deal with it?

[Analysis]: There are bedbugs in the guest room, which means the hotel room department did not do a good job in killing the bugs. It is appropriate for guests to ask for an apology, and it is also necessary to change rooms. As for free room fees, guests can use disguised free methods such as free upgrades to their rooms, free fruit bowls, free airport transfers, and corresponding discounts on the room rate for their next visit to reach the guests. Require.

Hotel Complaint Handling Case Analysis Part 6

The guest reported that after staying in the room for an hour, he felt that the facilities were poor and there was a smell of cigarette smoke. He asked to check out, but the hotel charged him for one day. The guest complained about the room fee because he felt it was unreasonable. How to deal with it better?

[Analysis]: The operation is similar to Case 5, just take half the day for one hour. However, remedial measures can be taken now to see if the hotel can prepare a non-somking room for the guests and let the guests take a look ***even if it is a free upgrade***. After all, letting the guests leave is the least ideal way.

Hotel Complaint Handling Case Analysis Chapter 7

At noon in a certain hotel, a guest came to the lobby manager of a certain hotel in a hurry and said that several pieces of luggage he had placed in the room were all It's gone and now I don't know what to do. The guest, surnamed He, is an agreement guest of the hotel and has been staying in Room 1518.

[Analysis]: It is understood that Mr. He once reported to front desk employee Xiao Li that the luggage in the room was clogged and asked to change rooms, but when he came back from dinner, all his luggage was gone. The lobby manager immediately asked Xiao Li and the housekeeping department.

The incident turned out to be like this: After receiving Mr. He's request to change rooms, Xiao Li agreed to help him move to room 1618, made a new key, and gave it to the luggage manager. He went to room 1518 to find Mr. He to change rooms. The luggage manager knocked on the key. After checking the door several times to confirm that no one was there, Xiao Li returned the key and did not change the room; when the housekeeping department received a notice from the front desk that room 1518 had been changed to room 1618, they found that Mr. He's luggage was still in room 1518. In order to help others, I moved my luggage to room 1618. Mr. He had no idea what was happening above, which triggered the scene at the beginning of this case.

Hotel Complaint Handling Case Analysis Chapter 8

The guest checks in to our hotel every Saturday. When he checked in last Saturday, he paid a deposit for this Saturday, and the store kept it for him as usual. A single room, but this Saturday, there are three guests who want to check in. At this time, the store is full and we cannot arrange it for him. We introduced him to other hotels, but he did not accept it, so he complained. How to solve it better?

[Analysis]: It depends on the deposit paid by the guest. Is it one room or two? If the deposit is for one room, the hotel will only reserve one room for the guest, which is understandable. Based on the principle of coordinated solution, if the hotel can arrange an extra bed in a room, the ***extra bed fee will be charged***, which can at least meet the needs of the guests; and promises to give priority to the next day if there is a room. Consider his needs.

Hotel Complaint Handling Case Analysis Chapter 9

Guest complaint: The mobile phone was dropped and later found among his forgotten items, but was taken away by others. The hotel explained that because the person who received the mobile phone reported the phone number and model, it collected it for him. How should this matter be handled properly? Is the hotel responsible?

[Analysis]: Mobile phones are valuable items. There should also be clear provisions in the operation process for collecting lost items, so that not everyone can collect them at will. The hotel should verify the identity of the owner before returning the phone. It’s not just a matter of stating your mobile phone number and style. You should check the missing information there? and other relevant information. When picking up the key, you should also photocopy the guest's ID, write down the receipt and keep it on file***. If the hotel does not do these things, now it can only "compensate".

Hotel Complaint Handling Case Analysis Chapter 10

The guest checked in after one o'clock in the morning. Ten minutes after entering the room, he said that the room was too small, the bed was too small, and the Internet was not available. He asked to cancel the check-in and get a refund. All fees. The hotel stated that the guest agreed to check in at that time, and all the facilities in the room had been moved. The hotel was fully booked and could not change him to another room type. It was past midnight, the computer had been credited, and the money could not be refunded. The guest said he could not accept it. So complained. How to solve the problem better?

[Analysis]: 10 minutes is a short time. Personally, I think that as long as the room facilities have not been touched or not moved much, the guests can be allowed to leave. The maximum is symbolic. Charge a handling fee of less than 100 yuan***, and inform the guest that the hotel will not provide "hourly rooms" next time he or she checks in, and that a fee must be charged to open a room.