How to solve hotel guests' complaints about stains on quilts?

Hotel guests complained about stains on the quilt. First of all, they should give people a good attitude and calm the guests' mood. The solution is as follows:

1. Determine the time when the stain appears to determine the responsibility. If it is really the guest's behavior, it is necessary to charge his washing fee; If it is the hotel's own problem, it depends on whether the outsourcing company has not fulfilled its corresponding responsibilities; If it is the responsibility of the company's internal personnel, it shall be handled according to the company's regulations.

2. The hotel charge standard has been liberalized, and the price is regulated by the market and clearly marked. If there is an accident, the hotel and passengers will coordinate to solve it. If passengers maliciously damage items such as sheets when staying in the hotel, they must pay compensation. If the sheets and towels are inadvertently dirty and can be washed off, it is not vandalism. It is appropriate for hotels to charge a certain "washing fee".

3. If some guests make unreasonable demands, they should also have a correct attitude and be polite, or should take the principle of calming the guests' emotions and solving problems reasonably. Let him go to the office to solve it. If it's too much and unreasonable, he should argue for it and maintain the dignity and system of the restaurant. If it really doesn't work, he should call the police to solve it.

The first principle of handling guest complaints is to stand in the guest's position and try to meet the guest's needs. Second, we must safeguard the interests, image and reputation of the hotel. In short, neither humble nor supercilious.