What attitude should the hotel lobby take in the face of guest complaints?

First of all, I want to apologize. The official statement is: "I am very sorry for affecting your accommodation!" Then ask the content of the guest's complaint, calm the guest's mood and ensure a reasonable explanation for the guest. Then start an investigation to confirm whether the complaint is true or not and which department the guest complained to. If it's not true, you need to prove your innocence. If it is true, it needs to propose a solution. Then report the facts and solutions to the superior and wait for instructions from the superior. Finally, according to the instructions of the superior, convey the investigation results and solutions to the guests. If the guest doesn't accept the solution, report to the superior, wait for instructions from the superior, and so on until the matter is solved.