Guest Complaint Handling/

Problem Solving
Module - 04
Customers in Hotel…….
• Hotel will always have customer, and no matter how much we do,
there will be some area which will be overlooked by us and hence
customer may complain regarding the same.
• Before we understand the complaints of customer, it is important to
know the what is Customer complaints and types of customer or
types of complaining customers.
Customer Complaints
• A customer complaint is communication that alleges
deficiencies generally during stay.
• Appropriate response to customer complaints is essential
to a business.
• A customer with a complaint that is resolved is more likely
to return than a dissatisfied customer who doesn’t voice
any complaints.
Customer Complaints
• The average customer with an unresolved
complaint will tell 9 to 10 other people.

• For every complaint received, there are 26 unhappy

customers that don’t complain.
Types of Customers
• The Aggressive Customer

• Readily complains, often loudly and at

length.
• Your response: Listen completely.
• What not to do: Be aggressive in return.
This customer does not respond well to
excuses or reasons why the product or
service was unsatisfactory.
• Always follow Hotel policy.
Types of Customers
• The High-Roller Customer

• Expects the absolute best and is

willing to pay for it. Likely to
complain in a reasonable manner.
• Your Response: Always listen
respectfully and actively question
to fully determine cause.
• Always follow Hotel policy.
Types of Customers
• The Rip-Off Customer

• Their goal is not to get the complaint satisfied

but to win by getting something that is not
entitled to be received. Often replies with a
repetitive “not good enough” response.
• Your Response: Remain objective. Use accurate
data to back up your response. Be sure the
adjustment is within the range of what the
organization would normally do.
• Always follow company policy.
Types of Customers
• The Chronic Complainer

• Never satisfied, feels there is always

something wrong.
• Your Response: Extreme patience is
required. Listen carefully and never get
angry. It is best to give sympathy, a
sincere apology, and a promise to correct
the situation.
Types of Customers
• The Meek Customer

• Generally, will not complain. Most

dangerous to businesses because they
will most often complain to others.
• Your Response: Must work hard at
soliciting comments and complaints to
act appropriately to correct those
problems.
Types of complaint in Hotel Industry
• Hotel industry have different
kind of complaints. It can be
divided in to four broad
category. :
• Mechanical
• Attitudinal
• Service Related
• Unusual
Mechanical Complaints
• Almost 75% complaints falls
under this category. This kind of
complain involves – TV, AC not
working, Geyser not working
etc. These complaints should
be solved immediately by giving
information to the concerned
department and then following
it up.
Attitudinal Complaint
• This kind of complaint is
because the guest feel that
attitude of hotel staff is
improper. This implies either
they have spoken rudely or
overheard the conversation of
the guest.
Service Related Complaints
• This kind of complain is
because guest believe he has
received poor service and hence
he is not satisfied with it. Cold
food, delay in food service etc.
will come under this category.
Unusual Complaints
• These are the complaints, in
which the hotel staff can’t do
much but be empathetically
toward guest. They can not
solve this kind of complaints
then and there.
WHY DO YOU
COMPLAIN ??
 Feeling that the
Thought of obtaining enterprise is Positive attitudes
satisfactory results enthusiastic about toward complaining
after complaining. handling the behavior
problem

Why do Importance of the Expectation that the

customer product to the
consumer
Low cost of
complaining
problem is
temporary
complain ?
Thought that if the
Belief that Perception that the
consumer does not
complaining is problem can be
complain, others may
beneficial to society controlled..
be harmed,
Why customer do
not complain
 Lack of time and competency
to complain
Reason for Lack of knowledge about
not where and how to complain
complaining : and
Belief that there is nothing to
be done.
CASE STUDY
“Complaining Attitude
of Consumer”
CASE STUDY
“Reason for Customer
Complain Behaviour”
 Common Complaints
COMPLAINT 1: “THERE’S NO FREE WI-FI IN MY
ROOM?!”
Most people are so used to being connected to the internet that they now expect free Wi-Fi everywhere they go. This
expectation seems to have led to a rapid increase in the number of complaints regarding internet services (or lack
thereof) in hotels and other establishments in the tourism industry.

How to handle the situation:

If a customer complains about the fact that they don’t have free internet access from their room, there is nothing wrong
with informing them about any free Wi-Fi that might be available in the restaurant or lobby area of the establishment, or
of the Wi-Fi packages that they can purchase for the duration of their stay.
If your establishment doesn’t provide any Wi-Fi access, you can provide your guests with a list of nearby restaurants or
coffee shops that do offer Wi-Fi access to their customers.
 
 Common Complaints
COMPLAINT 2: “THE ATTITUDES AND BEHAVIOUR OF YOUR STAFF ARE UNACCEPTABLE.”

Complaints about the attitude and behaviour of staff are some of the trickiest to handle, especially when there are
two vastly different opinions about what happened in a particular situation.

How to handle the situation:

Firstly, try to assess the situation from both sides. It would be advisable for you to listen intently to the customer and to
show genuine interest in the matter. You can then assure the guest that you will document the complaint, investigate it,
and take further action if required. Depending on the nature of the complaint, you may also consider offering the guest
some form of compensation for the discomfort or inconvenience that he or she may have experienced.  
 Common Complaints
COMPLAINT 3: “I CANCELLED MY HOTEL ROOM BOOKING JUST BEFORE I WAS
SUPPOSED TO CHECK IN. WHY CAN’T I GET MY MONEY BACK?”

The validity of such a complaint will depend on your official policies. Policies regarding booking cancellations should
be made readily available to all clients.

How to handle the situation:

The best way to cover yourself in such a situation is to ensure that your cancellation policies are explained to clients at
the time that they make their bookings. Should a client insist on being reimbursed for a last-minute cancellation, even if
your policies clearly don’t allow this, you could try to negotiate a compromise by offering a discount voucher for their
next stay.
 Common Complaints
COMPLAINT 4: “THAT’S NOT WHAT IT SAYS (OR LOOKS LIKE) ON YOUR WEBSITE.”

Clients often take the images/photos displayed on websites and brochures as an accurate indication of what they can
expect when they arrive at your establishment. An extreme example of this would be a situation where your guests
see a picture on your website of a sunny beachfront surrounding the hotel, and become upset (and blame you) when
they arrive for their stay and the weather is all cloudy.

How to handle the situation:

Always provide updated information and images on your website. This includes information regarding your
establishment itself, as well as information relating to the weather conditions, on-site facilities, and activities available in
the surrounding area.
If the cause of your guest’s dissatisfaction is due to a misrepresentation by you or your establishment, you could consider
various options to make up for the disappointing experience, for example by providing free meal vouchers, or by offering
a discount on their stay.
 
 Common Complaints
COMPLAINT 5: “I’M SUPPOSED TO PAY EXTRA FOR THIS? HOW WAS I SUPPOSED TO KNOW?

Extra charges are often added to guests’ accounts for things like the drinks that they consume from the bar fridge in
their hotel room, phone calls they make using the phone in their hotel room, or snacks they consume on day trips.
And in many cases, guests are not aware at the time that they will be charged extra for these items.

How to handle the situation:

Inform all guests upon arrival of the items and services that are included in the price they are paying, and clearly explain
which are excluded. If you still receive complaints about additional charges, handle the situation in a professional
manner, taking into account the amount of money involved.
If the complaint is based on the fact that the extra costs were not made clear up front, you may want to reconsider the
manner in which you explain the charges, both in your promotional material, and in conversations between staff and
guests.
 
Welcoming Complaints

Complaint Improvement

Improved Satisfied
Business Customer
Complaints are Opportunities
to…
Evaluate how well you
are doing

Identify weak points in

Create long-term your systems and
loyalty processes and put
them right

See situations from the

Improve customer
customer’s point of
satisfaction
view
LAST Approach to handling
complaints

Listen Attentively
L

Apologize & Empathize

A

Solve the issue on hand

S (Solution provided)

Thank the Guest

T
Dealing with complaints

Take
ownership
Offer
Respond without
Stay positive personalised Follow up
quickly blaming
service
others or the
organisation
Managing Effective
Communication
Clear
and calm
voice

Speak
normally
Managing
Effective
Communication
• Eye contact
• Calm facial expressions
Body • Calm, friendly gestures
language • Professional posture
• Concerned and interested

Involve
the guest
Behaviors to Avoid
• Confrontational • Forceful hand • Entering
situations gestures guest’s
personal space

• Defensive body • Raising your • Bad language

language voice
Efficient Work Practice

Immediate Identify the Document it

action cause

Follow up
Always Remember…

If we don’t take care of our

customers someone else will.