How does hotel management handle guest complaints?

There are generally two types of complaints

1. The customer wants to get some benefits and complains for no reason

In this case, the other party will tell you whatever you say. It's unreasonable, don't hesitate, send some fruit, snacks or something, and send it away

2 The guest's complaint is well-founded and it is indeed the hotel's fault

Apologise to the guest, put yourself in the guest's shoes, and stand in the guest's shoes Understand the guest's position, make the guest feel that the hotel is quite good, make a guarantee that the guest will check in again in the future, this kind of situation will not happen again, handle it how to deal with it, and actively follow up on the incidents complained by the guest , and if possible, also give something like room vouchers, meal vouchers, etc.! As compensation!

The above two types of problems are generally not difficult to deal with, but there is another kind of guest who has very direct ideas. When he comes to the hotel, the hotel should give the guest the enjoyment he wants. The hotel's mistakes are mistakes and there is no conversion. There is room for this kind of guests

For this kind of guests, their status is usually high. Even if the hotel manager or director apologizes and admits their mistakes, the other party may not necessarily buy it. At this time, the attitude must be sincere, correct and persistent. , if it doesn’t work once, do it twice, if it doesn’t work twice, do it three times, and you must get the guest’s forgiveness!

Hotels are a service industry, and guests spend money to enjoy them. It is wrong to make guests unhappy!

It must not be allowed: Anyway, there are so many people in China, and if one person doesn’t come, there will still be many. This kind of thinking cannot be allowed!