How Hotels Handle Common Guest Complaints

Traveling is hard, and it can be even more difficult when a guest’s expectations are different from what they encounter in reality. Great hotels are built on great customer service, so we asked some hospitality managers and executives about what problems guests have, and how they’re best handled.

Chris Godenir, General Manager of The Peninsula All-Suite Hotel in Cape Town, noted that guests sometimes arrive with a different expectation to the property’s reality.

“Often, guests arrive with an inflated expectation of the property. As a solution, we try extremely hard to be clear and honest in all our marketing efforts—then shift their perceptions after arrival with a high level of friendly professional service interactions, turning what may have been initially negative into an overall positive experience,” he said.

Sometimes, the complaints are bigger picture items, things that can’t be changed during one stay. But smart properties listen to these comments.

Last year, the team at the Andaz Scottsdale Resort & Bungalows heard from its consumer base that they wanted to see more suite options at the resort.

“To address that concern, we recently completed 16 new one-bedroom Cattle Track Suites that span 750 square feet,” said Natalie Murphy, Marketing Manager. “These are perfect for weekend getaways with friends, as the suites each feature two private terraces, two full bathrooms, two TVs and a spacious living area with a pullout sofa.”

At The Royal Portfolio collection of hotels, Greg Cooke, Content Manager, said that the key to guest complaints is all about being proactive and responsive.

“We’re extremely proactive about receiving guest feedback and we work through any feedback with our teams immediately to see if there is anything that can be improved,” he said. “As long as we’re refining our product and service through every lesson learned, we’re happy.”

Elmo Scholtz, Sales Executive for Premier Resort The Moorings – Knysna, said he sees three main complaints from guests: issues with business travelers adjusting to leisure travel, being overcharged and food problems.

“Most business travelers seem to find it difficult when they travel for leisure,” he said. “Many times, they struggle to switch off and end up complaining about service being slow, inadequate, etc., as they are used to a fast-paced life. I always try and assess these guests beforehand to get more information on why guests are traveling, if there is anything we can do before their arrival to make their stay as comfortable as possible—and also ensure that they have my direct contact details on hand should they have any concerns during their stay.”

Scholtz said that his best advice to dealing with guest complaints is to always listen patiently and to show empathy—and to always try and solve the guest’s problem.

“If you cannot offer the guests exactly what they want, always ensure that you at least offer them an alternative resolution. If you cannot solve the problem there and then, you should offer a temporary solution to make them feel at ease,” he said.

Scholtz noted that guests at times feel that they are being overcharged for what they get at their destination or the food and beverage outlet.

“I always try and send as many photos as possible that showcase our room sizes, amenities, etc., so guests can see what they are getting for their money,” Scholtz said. “I always make sure that I include a fact sheet in all our inquiries that has all the ‘good to know’ info about the resort.”

He also explained that when a guest checks in, they will often ask about any items or policies they are unsure of, and this is the time for the front desk staff to be as upfront and as clear as possible.

And he also touched on how, for guests traveling from abroad, they may have different tastes to that of the local guests, and it’s not always easy to find that safe zone concerning portion size and taste.

“Waiters should always ensure when they take orders to try and tell the guests more about the dish on offer, the ingredients if they have it and perhaps the portion size,” he said. “Take note of the guests—if a buffet guest orders something small in size, it might be wise to advise the guests on the portion size.”

Godenir added that the quality of food served through room service both in quality and temperature can be an issue, as well.

“Room service food is extremely hard to deliver at the same quality to dining in a restaurant. Unfortunately, as this is not a high turnover area, it is not cost effective to lay out the investment on expensive operating equipment and adequate staffing levels leading to the poorer quality,” he said. “As our rooms are fully equipped with their own cutlery and crockery, we now serve and package in a takeaway-style without any tray charge.”

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