What do hotel customers complain about?

First, the reasons for customer complaints

Complaints are criticisms, complaints or complaints made by customers who are dissatisfied with the facilities, equipment, projects and services provided by the hotel. Its manifestations include telephone complaints, written complaints and face-to-face complaints. There are many reasons for hotel customers to complain, but they mainly boil down to the following points:

1. Complaints caused by product or equipment quality. The production and use of hotel products can not meet the requirements of customers, leading to complaints. For example, air conditioners cannot be cooled; Poor food hygiene leads to physical discomfort of customers; Another example is that there is dirt on the bedding, and so on.

2. Complaints caused by untimely service. For example, the customer ordered a meal but didn't deliver it to the guest room in time, or the light in the room burned out and wasn't repaired in time, and so on.

3. Complaints caused by price. Compared with their own expectations, the benefits and feelings of hotel fees paid by customers, compared with the actual use value of products or services, compared with their previous experiences, customers feel that they are not very worthwhile, so they will complain about the unfair and unreasonable prices.

4. Complaints caused by excessive promotion of products or services. The description of hotel products and services in hotel brochures or advertisements is inconsistent with the actual situation, and the promises made by the reservation department cannot be fulfilled, which will cause customer complaints. 5. Complaints caused by "man-made" reasons. On the one hand, customers may complain because they are dissatisfied with the service quality or level of restaurant service personnel; On the other hand, bad interaction between customers can also lead to complaints.

Second, the escalation of customer complaints.

When a customer is dissatisfied with the hotel's products or services, he usually complains to the waiter who serves him first. If it is not solved, he will vent his dissatisfaction or complaint to the senior department manager or even the general manager in order to get a satisfactory answer. If this still can't eliminate his dissatisfaction, customers often have three choices. First, they will not take any action, but decide to choose another hotel in the future; On the other hand, customers will choose to stay in another hotel directly. The third option is to upgrade its complaint behavior to legal procedures and try to seek help from relevant laws and regulations. But this is not the end of the matter. The management of the hotel must understand that if the service or management of the hotel fails to handle a customer's complaint, the consequence is likely to be not only the loss of the future loyalty of the designated customer, but also the loss of the trust of a group. An angry customer will tell his family, friends or colleagues about his unpleasant experience, so that his complaint itself and the adverse consequences brought by the complaint will spread and spread among the crowd.

Third, the factors affecting customer complaints

Although customers have been treated unfairly or have been dissatisfied in the process of hotel consumption, not all customers are able or willing to complain to the hotel. The author thinks.

There are several factors that will affect their complaints.

1. The cost of the complaint itself is too high, which makes the customer feel that it is not worth complaining. The cost of the complaint itself includes two aspects: on the one hand, the complaint requires a certain amount of money and time, such as making several phone calls and writing a powerful and reasonable complaint letter; Or spend some time waiting for the result of complaint handling, and so on. On the other hand, complaints also bring a certain psychological and spiritual burden to complainants, especially when they will have to face the service or management personnel who have caused them harm again, or take judicial measures to solve them.

2. Customers themselves lack the necessary common sense, or for other reasons, they don't know who to complain to and how to complain. After investigation, 2 1% hotel customers in Japan don't know how or to whom to complain about their unfair treatment and dissatisfaction.

3. The customers themselves think that even if they complain, they will not get a satisfactory answer. Surprisingly, in 2000, the survey results of China hotel industry showed that 40% ~ 60% of China customers were skeptical about the satisfactory results of their complaints.

Fourth, how to facilitate customer complaints and solve problems Since customer complaints are affected by many factors, hotel managers should consider how to make customer complaints easier, with more channels and better results. Hotels should first broaden and improve customer complaint channels, such as setting up a free customer complaint hotline; Publish the network and e-mail address where complaints are received; On the other hand, employees are required to take the initiative to ask customers whether the hotel's products and services can satisfy customers. Of course, broadening consumer complaint channels is not enough to solve the problem. In fact, just accepting complaints and turning a blind eye will make things worse. Hotels must establish a set of precise and flexible remedies to make up for the defects of products and services. Hampton Hotel in California provides a good model for hoteliers in this respect. Two tourists from Australia once refused to enjoy the free breakfast provided by the hotel because the content and taste of breakfast were too different from those in their hometown. The next morning, they enjoyed a hearty and delicious breakfast. They were very satisfied and at the same time surprised. The restaurant manager who came to the hotel took the initiative to consult Australian tourists living in other hotels in his spare time and went to the supermarket to buy the needed raw materials. He cooked an authentic Australian breakfast at home and took it to the hotel for them to enjoy the next day.