How to handle hotel complaints

Among the guests who express their opinions by complaint, there are also several specific ways: ① complain directly to the hotel. This kind of guests think that the hotel makes them dissatisfied, and the hotel does not meet their own requirements and wishes. So complaining directly to the hotel can try to recover their losses. (2) It is often the guests who choose this complaint channel and complain to the travel agency and introducer before arriving at the hotel. Complaints are often related to the hotel's service attitude, complete service facilities, supporting conditions and consumption environment. In the eyes of these guests, it is better to complain about the travel agency than to complain about the hotel. The former is laborious and often futile. (3) Complain to the Consumer Council and other social organizations. Such guests hope to use the society to pressure the hotel to solve the current problems with a positive attitude. (4) Complain to the industrial and commercial bureau, tourism bureau and other relevant government departments. ⑤ Applying legal procedures to sue the hotel From the perspective of maintaining the reputation of the hotel, it is not difficult to find that the direct complaint from the guests to the hotel is a way that has the least impact on the reputation of the hotel. Accepting guest complaints can control the spread of information that damages the reputation of the hotel in the society and avoid the bad impression of the hotel by government departments and the public. From the long-term point of view of ensuring the hotel, the hotel can avoid the influence of individual guest complaints on the business relationship between the hotel and important customers, and avoid the misleading of the spread of bad information to potential customers and guests. Guests who complain directly to the hotel, regardless of the reasons and motives of their complaints, provide the hotel with opportunities to remedy in time, maintain its reputation and prepare for a comprehensive response. Correctly understanding the positive aspects of guest complaints to hotel management has laid the foundation for correctly handling guest complaints. Guests are welcome to complain, whether it is "better late than never" or "seeing strange things". In short, "I'm happy when I hear about it" should be the basic attitude of the hotel to receive complaints from guests.