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Hotel guest complaint cases

U.S. hotel quality consulting firm, in 1987 conducted on all types of hotel service quality survey, which found the following common complaints from hotel guests Case 49:

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1, Finance Department

(1) Some of the guests staying at the hotel during the period, due to the costs in other sectors, such as restaurant meals cost, until the guests have finished moving out checkout process only after the go to the Finance Department; time guests pay up to restaurant dining cost accounts, customers are not only protest but also a great feeling unhappy and, therefore, spontaneous combustion, complained that the hotel, which happens from time to time to time.

(2) Sometimes, the cost of the accounting section in the guest voucher slip, forget the fees for customers in the production of signature; after the accounts of customers refuse to pay this cost, while guests to the hotel to ask: "You can not go through and on the spot verification of the cost of payment? "This is a complaint, the Finance Department's second case occurred.

2, in the Office of Member Services fatigues

(3) Sometimes, gracious, hospitable hotel staff in the Office of fatigues, forget to tell customers about the services provided by hotels, such as the guests dry laundry service, price lists; restaurant's hours of operation, providing food dishes point; Leisure Center facilities, entertainment, room location and room service;

as the guest services required information is not timely provided to the guests, causing inconvenience to the guests, and invite guests grievances, complaints, complaints.

(4) Members of the Office of boots to help customers put his luggage and escort guests to his (her) room, but forget to tell customers how to use a number of indoor facilities, such as indoor central air conditioning knobs, transferred to any location for the normal room temperature, Caise TV and multi-way control the use of audio units, direct-dial telephone for internal use programmed instructions, etc., which also caused dissatisfaction guests, leading to guest complaints.

3, Engineering Maintenance Division

( 5) The neglect guests staying indoor maintenance projects proposed requirement that guests inform the engineering department directly by telephone or Front Office, shows there is room in need of repair projects, however, did not immediately engineering maintenance staff to answer, and in a timely manner before to guest rooms for inspection or maintenance, which led to guest complaints.

(6) Engineering weak engineers, not according to the needs of the meeting, promptly installed conferencing

Systems, such as the microphone used by the rostrum, with