GROUP 5

Aldimar Cudal
Kyra Conception
Erika Mallo
Roselyn Tamayao
Annie Claire Visoria
Jayheart Surprice
 handling guest
complaints and
recommendATIONS
What is complaints?
An expression of dissatisfaction made to an
organization, related to its products or
services, or the complaint handling process
itself, where a response or resolution is
explicitly or implicitly expected.
Importance of
Complaint Handling
Complaints management truly is an essential
component of customer service and business
success. Not only is it the means to gather
valuable customer insight, it also helps your
company progress to improvements that lead
to reduced costs, increased profitability and
increased customer satisfaction.
most common complaints
1. CLEANLINESS
-Guests often complain about issues related to cleanliness, such as
dirty rooms, unclean bathrooms, or inadequate housekeeping
services.

2. NOISE
-Noise disturbances from neighboring rooms, loud guests, or
outside sources can be a common complaint. Guests expect a
peaceful and quiet environment for rest and relaxation.

3. SERVICE QUALITY
-This could be related to the behavior of the staff, slow service,
or unfulfilled requests.
most common complaints
4. MAINTENANCE ISSUES
-Guests may encounter problems with malfunctioning equipment,
broken fixtures, or other maintenance-related issues in their rooms
or common areas.

5. BILLING ERRORS
-Guests may encounter issues with incorrect charges, double
billing, or discrepancies in their final bill. Billing errors can lead to
frustration and dissatisfaction.

6. FOOD AND BEVERAGE ISSUES

-Complaints about the quality of food, limited menu options, or
slow service in restaurants or room service can impact the
guest's dining experience.
 How to Deal with Angry Guests and Their
Complaints in a Hotel?
Listen attentively Apologize sincerely Investigate the issue

When a guest approaches
with a complaint, it's important
to listen carefully and
empathetically. Let them
express their concerns fully
without interruption.
Offer a genuine apology for Take the time to thoroughly
any inconvenience or investigate the complaint to
dissatisfaction caused. Show understand the root cause. This
empathy and understanding may involve speaking with staff
towards the guest's situation. members involved, reviewing
records, or examining the situation
firsthand.

Respond promptly Offer a solution Follow up

Address the guest's
complaint promptly to show
that their concerns are taken
seriously. Avoid delays in
resolving the issue as it can
lead to further
dissatisfaction.
Provide a suitable solution or
resolution to the guest's
complaint. This could involve
rectifying the issue, offering
compensation, or providing an
alternative option to meet their
needs.
After resolving the complaint,
follow up with the guest to
ensure their satisfaction and to
show that their feedback is
valued. This can help to build
trust and goodwill.
What are some examples of appropriate
compensation that hotels can offer to
guests with complaints?
1. ROOM UPGRADE
-Offering a complimentary upgrade to a higher room category can
help compensate for any inconvenience or dissatisfaction
experienced by the guest.

2. COMPLIMENTARY AMENITIES
-Providing complimentary amenities such as a spa treatment,
breakfast, or a bottle of wine can be a gesture of goodwill to
make up for the guest's negative experience.

3. DISCOUNTS OR REFUNDS
Offering a partial or full refund of the guest's stay or providing
a discount on future bookings can be an appropriate
compensation option.
What are some examples of appropriate
compensation that hotels can offer to
guests with complaints?

4. ADDITIONAL SERVICES
Providing additional services such as late check-out, free parking, or
access to exclusive facilities can help enhance the guest's experience
and compensate for any inconvenience.

5. LOYALTY PROGRAM POINTS

Adding loyalty program points to the guest's account can be a
way to acknowledge their complaint and encourage their
continued loyalty.
Thank You,
MABUHAY!