In our previous three articles we looked at using the LAST method for dealing with guest complaints. Above all, through everything, remain calm and in control no matter how incoherent or angry the guest is.

First, listen to the guest and genuinely understand why they’re upset, whether they have reasonable cause or not. Then apologise, not for what you did if you didn’t do anything wrong, but that they’re upset. Don’t start offering excuses in explanation here, even if there are good ones to offer. The guest thinks you’re arguing.

Third, Solve the problem. Frequently listening and apologising is all the solving that’s needed. Finally, thank the guest.

A lot of hoteliers forget to thank the guest and that’s a shame, as this is where you really seal a positive experience for the guest to write up on social media and spread to friends and family.

Especially if they have brought a genuine issue to your attention, you should thank them. If it really is unclear on the booking site that breakfast is not included. If the room really is not as clean as it should be. If the Wi-Fi really is unusable from a guest standpoint. If the desk clerk really is being surly.

For every guest who complained about such issues, nine others didn’t but just quietly decided never to return. Thank the loudmouth who brought it to your attention, however (un)diplomatically.

If it wasn’t a genuine problem, if the guest was totally in the wrong, they’ll realise it after a while. And the fact that you thanked them for helping to successfully resolve the issue will impress them.