Even the best hotels receive complaints.
If the customer is at the desk and demanding to see you, even if the customer is upset or aggressive, your composed and attentive presence can instantly de-escalate tension. A simple line like, “Thank you for bringing this to my attention—I’m here to help,” can go a long way before you even get into the details.
How you handle these stressful situations can make all the difference. Here are the 10 essential dos and the 6 don’ts for addressing dissatisfied customers effectively:
DOs:
- Listen Actively – Give the guest your full attention and keep eye contact.
- Stay composed – No matter how upset the guest may be.
- Apologise Sincerely – A genuine apology goes a long way in diffusing tension.
- Empathise –Assure the guest their concern is valid. However much it isn’t.
- Act Quickly – Resolve issues promptly to prevent further dissatisfaction.
- Follow Up – Check back to ensure the guest is satisfied with the resolution.
- Empower Staff – Train employees to handle complaints effectively and independently.
- Document Complaints – Keep records to track recurring issues and improve service.
- Offer Fair Compensation – A discount, upgrade, or small gesture can turn a bad experience into a positive one.
- Learn and Improve – Use complaints as a learning opportunity to enhance operations.
DON’Ts:
- Don’t Ignore Complaints – Unresolved issues appear cowardly and damage your hotel’s reputation.
- Don’t Argue – Stay professional and avoid escalating the situation. However much the customer is wrong.
- Don’t Make Excuses – Take responsibility rather than shifting blame.
- Don’t Overpromise – Only commit to solutions you can deliver.
- Don’t Delay – Address concerns promptly before they worsen.
By handling complaints effectively,
hotels can maintain a stellar reputation.
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Cash usage rises for second successive year!!
We didn't see that coming!
Cash use in the shops rose for a second year in a row in 2023 after a decade of falls, according to the British Retail Consortium (BRC).
Notes and coins were used in a fifth of transactions last year as shoppers found cash helped them to budget better, said the BRC.
Overall, customers visited shops more frequently but made smaller purchases. The total number of transactions rose from 19.6 billion to 21.0 billion while the average amount spent per transaction fell from £22.43 to £22.03.
Meanwhile, card fees paid by retailers continued to grow. The total amount paid by retailers to banks and card schemes rose by over 25% in 2023. This brought the total card fees paid to £1.64 billion.
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