A case study on whether housekeeping department should let guests stay.

A few days after the guest left the hotel, he found that his ID card was missing and insisted that the front desk staff did not return it to him. And the front desk didn't find his ID card. How to deal with it?

Analysis: first, ask the reception desk staff who handled C/I for the guests on the same day whether they remember to return their ID cards; Secondly, it depends on whether there are surveillance videos at the front desk, which can prove whether to return them to the guests. Usually the second method is more feasible, at least that's how our hotel operates. If none of the above conditions can be proved, there is no way out.

Case study 2

Guests stay in our hotel every Saturday. When they checked in last Saturday, they paid the deposit for this Saturday. Usually, the store keeps a single room for him. However, this Saturday, three guests from the same company want to stay. At this time, the store is full, and he can't be arranged to introduce other hotels. He refuses to accept, so how to solve the complaint?

Analysis: It depends on the deposit paid by the guest. Is it a room or two rooms? It is understandable that the hotel only reserves one room for guests if there is a deposit for one room. Based on the principle of coordination, can the hotel arrange an extra bed in one room, at least to meet the needs of guests? And promised that having a room the next day would give priority to meeting his needs.

Case study 3

Guest's complaint: I dropped my mobile phone, but found it in something he forgot, but someone else took it away. The hotel explained that the person who got the mobile phone reported the phone number and model, so he took it. How to properly handle this matter, is the hotel responsible?

Analysis: Mobile phones are valuables. In the process of picking up lost property, there should also be clear rules, and not anyone can pick it up at will. The hotel should check the identity of the owner before returning the mobile phone. It's not just about reporting phone numbers and style. Shall we check what's missing there? And other relevant information. When you collect the key, you should also copy the guest's certificate and write down the receipt (document). If the hotel has not done these things, it is only "compensation" now.

Case study 4

Guests checked in at one o'clock in the morning. Ten minutes after entering the room, he said that the room was too small and the bed was too small to surf the Internet. He asked for cancellation and refund of all fees. The hotel said that when the guest agreed to stay, all the facilities in the room had been removed, and the store was full, so it was impossible to change him to another room. It's past midnight, the computer has entered the account, and the money cannot be refunded. The guest said it was unacceptable and complained. How to solve it properly?

Analysis: 10 minute is a very short time. Personally, as long as the room facilities haven't been moved, or haven't been moved much, you can let the guests go (at most, the symbolic handling fee is less than 100 yuan), and tell the guests that they will not open the "hourly room" next time they stay in the hotel, and they must charge for opening a room.

Case study 5

The guest found bugs on the bed when he checked in at night, and asked 1 for an apology. 2. Change rooms. 3. Free room rate. He also said that if the room rate is unavoidable, it will be reported to the newspaper. How to deal with it?

Analysis: There are bedbugs in the guest room, which is the "pest control" work of the hotel housekeeping department. It is right for guests to ask for an apology, and it is also right to change rooms. As for the room fee exemption, guests can adopt free ways such as upgrading their houses, sending fruit pots for free, sending planes for free, and giving corresponding discounts for the next room fee to meet their requirements.

Case study 6

The guest reported that after staying in the room for an hour, he felt that the facilities were poor and smelled of smoke, and asked to check out. The hotel charged a room fee for one day, but the guests complained that it was unreasonable. How to properly handle it?

Analysis: the operation is similar to case 5, and it takes half a day in an hour. But now we can take remedial measures to see if the hotel can prepare another non-smoking room for the guests (even if it is a free upgrade). After all, letting the guests go is the least ideal way.

Case study 7

After the guests checked in, they felt the smell of paint was heavy and the children were dizzy. One of them is allergic and doesn't feel well. The hotel arranged for guests to go to other hotels, and the guests said they would file with us. In case of physical problems, we will be responsible. How to properly handle it?

Analysis: Is there no room in the hotel that doesn't smell of paint? This kind of room should not be the first place for guests to stay. The hotel should send someone to accompany the guests to the nearest hospital to check whether the guests are healthy. If so, the hotel should pay the medical expenses, so it is not a matter of filing a case. After you come back, we'll settle it through consultation, and don't make things worse and cause more negative effects.

Case study 8

When the guest bought the membership card, he mistakenly thought that it was universal for everyone, but later he found out that it was for the members' own use. He was angry and demanded an explanation. How to solve it?

Analysis: Apologize to the guest and put forward the remedial plan, such as: I will give it to you this time and operate according to the regulations of personal card next time; Or give a few discounts to the guests, and you can enjoy it next time you bring someone; Or return the card.

Case study 9

Guest complaint: He had booked a standard room in our hotel, but because our hotel was full, he was introduced to another hotel, which led to the guest being late for the meeting and demanding an explanation.

Analysis: Arrange other hotels, resulting in being late for the meeting? Don't the guests know the meeting time themselves? The hotel is full and not a "guaranteed reservation". The hotel has no obligation to reserve rooms for its guests (according to hotel practice, ordinary reservations are only reserved until the same day 18: 00). Guests are advised to choose "guaranteed reservation" next time, especially during peak hours.

Case study 10

The guest booked two rooms, but the hotel mistakenly arranged another guest with the same name who had been here before. At this time, the room was full, and the hotel arranged for him to go to another hotel and paid the taxi fare to the guest. The guest is still dissatisfied and asks for an explanation. How to handle this matter?

Analysis: the same operation as case 10 is "guaranteed reservation", and the hotel is responsible for paying the guests' stay in other hotels, plus the round-trip fare, and is responsible for informing them (if a guest friend calls or comes to the store to make an inquiry).

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