What do hotels fear most? The complaint telephone number is 12345.

The hotel is most afraid of complaints from the Industrial and Commercial Bureau 12345.

The reasons why the hotel was complained are as follows:

1, disrespect guests. Because the service personnel can't straighten out their role relationship with the guests, don't understand their special rights and obligations in the communication of tourism services, fail to establish the concept that the guests are always right, and set respect for themselves against respect for the guests, it is easy to show disrespect for the guests. If you are cold to the guests, ignore the inquiry, or answer "I don't know; Uncivilized language, no manners, no respect for guests' customs, breaking into the guest room without knocking at the door; There is no reason to suspect that the guest took the hotel items and mistakenly thought that the guest left without checking out. These will lead to customer complaints;

2. Unequal waiting for people. Some service personnel grade guests, judge them by their wealth and judge them by their appearance; Some service personnel will also comment on the guests' clothes; Some of them are enthusiastic about regular customers, but they are not cold or indifferent to those who come infrequently or for the first time. They are often uneven in heat and cold, favoring one over the other, snubbing guests, being kind to relatives and friends, establishing relationships and entering through the back door. This will inevitably cause resentment and complaints from guests;

3. Poor language communication skills. Communication means that two or more parties get to know each other through full communication. As the saying goes, "a word can make people laugh, and a word can make people jump." Hotel service personnel should understand this simple truth. Skillfully use polite language in the reception service. Commonly used are "sorry", "you're welcome", "thank you", "hello", "goodbye", "welcome again" and "affectionate". However, in practical work, the use of "model language" is not flexible, and the language expression is not artistic enough when receiving guests or dealing with problems, which leads to poor communication, thus causing guests' unhappiness, anger and even complaints.

Legal basis: Article 15 of the Consumer Protection Law.

Consumers have the right to supervise the protection of goods and services and consumers' rights and interests.