How to deal with hotel guests' complaints about allergic sheets?

When a guest complains about allergic bedsheets, the hotel should immediately take the following measures to deal with it:

1. Change the sheets immediately: the hotel should change the sheets immediately, and ensure that the new sheets are clean and stain-free, and use high-temperature disinfection and washing;

2. Asking about the guest's allergy: The hotel should ask about the symptoms and degree of the guest's allergy, so as to provide corresponding medical services and help;

3. Provide medical help: If the guest has severe allergic symptoms, the hotel should provide corresponding medical help, such as contacting a doctor or sending him to a hospital for treatment;

4. Record the complaint information: the hotel should record the complaint information of the guests, including the symptoms and treatment of allergies, so as to facilitate follow-up and treatment;

5. Check the clean quality of sheets: hotels should check the clean quality of sheets, ensure that sheets are properly cleaned and disinfected, and take measures to improve the clean quality and standards of sheets;

6. Apology and compensation: The hotel should apologize to the guests and provide corresponding compensation according to the situation to express the sincerity and concern of the hotel.

Common hotel complaints mainly include:

1, guest's complaint about service attitude. The service attitude of guests to employees, such as rude words, indifferent attitude and indifference, sometimes disputes often occur between guests and employees due to personality and emotional problems;

2. Complaints about facilities and equipment. As a complaint caused by the hotel's air conditioning, lighting, water supply, elevators and other equipment and facilities. Even if a relatively perfect maintenance system is established, the potential problems of all facilities and equipment cannot be eliminated. Especially in old hotels with a long history, this phenomenon is more likely to occur;

3. Complaints about service quality. If the hotel staff does not serve according to the relevant principles, such as the wrong room, the mail is not delivered in time, and the salute is unattended. And this kind of complaint is easy to happen when the hotel reception is busy.

To sum up, when a guest complains about allergic bedsheets, the hotel should take immediate action, handle the complaint in time, provide corresponding medical help and services, strengthen the clean quality and standards of bedsheets, and improve the satisfaction and trust of the guests.

Legal basis:

"China tourist hotel industry norms" seventh.

When a hotel handles the check-in formalities for its guests, it shall, in accordance with the relevant provisions of the state, require the guests to produce valid certificates and register them truthfully.

Article 9

The hotel should put the room rate table in a prominent position at the main service desk for guests' reference. If the hotel offers discounts to its guests, a written agreement should be signed.