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

On the first night, the guest called to say that the pillowcase in the room was dirty and asked for a replacement. The waiter went to check it, and it was really polluted. He told the guest that he needed compensation. The guest was very angry and said it was useless. How can it be polluted? And flew into a rage and asked the manager on duty. The waiter quickly reported the situation to the foreman, who then informed the manager on duty. The manager on duty went to the room to find out the situation with the guests. The guest said that no one was sleeping at all. How could it be polluted? I must have changed it before I checked in. Now it's up to him. It is definitely impossible. At that time, the waiter who cleaned the room had already left work, and the phone could not be contacted. Then I couldn't do it for free.

The next day, when the waiter was cleaning the room, he found another pillowcase was polluted. As a result, the guest argued that it had not been changed at all, and it was the last one. As a result, the guests have not been compensated.

On the third day, when the waiter was cleaning the room, he found a pillowcase washed. After careful inspection, he found that the guest washed it himself. As the guest was not in the room at that time, I arranged for the waiter to dry the pillowcase and put it there first, and I will deal with it when the guest comes back in the evening.

Analysis:

At nine o'clock in the evening, the head waiter and I went to see the guests. I asked him with concern how he was staying in the hotel and mentioned that the waiter cleaned the room in the morning and found that the pillowcase had been washed. At that time, the guest was embarrassed to say that it was dirty yesterday, so he washed it himself. If it can't be washed off, he intends to pay for it. I will explain the hotel regulations to the guests and tell them that the previous two times may be that our hotel work was not in place, which caused some unhappiness. Now look at the pillowcase, it should not be polluted. I hope he will pay attention to it during use. If there is any more pollution, the safety regulations must compensate. The guest readily agreed and told me that he planned to spread paper towels on the pillowcase tonight to avoid getting dirty. I shook hands with the guest to say goodbye, so that he can come to me directly if he needs anything.

Passengers and hotels have their own views on how to compensate for the pollution of hotel items.

Many guests think that if you break the cups and other items in the guest room, you should pay compensation, but if you accidentally dirty the quilts, towels and other leisure toiletries, the hotel should clean them by itself. It turns out that these things were also washed by a guest. Don't wash it if there are no stains? There is no point in paying the laundry fee after paying the accommodation fee.

In fact, most hotels will charge a washing fee when passengers dirty sheets and other items, while high-end hotels will charge less because they have their own laundry room. At present, many hotel sheets are washed by outsourcing. If there are stains on linen that are difficult to wash, the washing company will add extra washing costs.

Indeed, due to personal quality reasons, some passengers are unconscious after staying in the guest room, and even wipe their shoes with towels. In this case, we will ask the guests to pay for the towels, and some guests will stain the sheets and towels with dyes, blood stains, coffee and other stains, which will increase the washing cost and charge the guests a certain' washing fee' according to the situation.

Service guides are placed in most hotel rooms, indicating the prices of indoor items, reminding guests to take good care of sheets, towels and other items, and not to get stained with ink, tea stains and other stains. According to the service staff, the purpose of clearly marking the price is to compensate the guests according to the marked price if they are damaged, and to charge a certain cleaning fee if the stains such as ink can be washed away.

At present, the hotel charging 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".