Part 2: Best Practices

In Part 1, we explained the most important response you can give to an upset, complaining guest: Listen with empathy and concern, don’t argue and don’t make excuses.

Nine times out of ten, guests just want to express that they’re upset and have somebody - you - listen, understand and care.

There are other appropriate steps to take with complaining guests as well.

Stay Calm and Listen

Stay in control of yourself. Don’t sound nervous, don’t get upset. Put yourself in your customer’s position: Even if you know they’re wrong in their perception, imagine if you had that incorrect perception, how you would feel?

Listen and make sure that you’ve heard them correctly. Even if they’re wrong, you must be certain you see things how they see them - “Yes sir, I understand that when you entered the room there was a terrible smell that’s gone now. I’m very sorry that happened, I can imagine how distressing that was.”

Even if the guest is completely wrong, remember that they have friends and family that they talk to, they’re on Facebook and they know how to post to TripAdvisor and other social media pages. You want to contain the complaint, prevent them from bad-mouthing your property and resolve the situation in a way that they’ll appreciate and that will leave them with a positive impression.

You Don't Have to Agree to Everything

Ask the customer what would solve the problem. If they’re unreasonable - “I need a free room for two days” - politely say I’m sorry, the hotel can’t agree to that but we’d be happy to serve you a complimentary lunch today. Being offered something, even an alternative, goes a long way to calming down irate guests.

Bear in mind that guest complaints frequently result from travel weariness or travel stress. Some people just don’t do well away from familiar surroundings. Understand that and know that the next morning, they’ll be more themselves and possibly even apologetic about the situation.

But they will not forget that you treated them with kindness, tact and respect when they were wrong or unreasonable and that will build loyalty to your hotel.