Angry Guests

Handling angry Guests is one of the hardest things to manage in hospitality, and you have to consider that Clients are trying to spend less and their expectations are higher while travelling, even more in these difficult times, and of course there are some tactical strategies for turning an angry Guest into a loyal Customer, the first consideration you have to think is Damage Control, don’t let an angry person to walk away, as this will unleash unpleasant consequences as bad reviews on Trip Advisor or other GDS web pages, terrible word to mouth, and you will loose valuable resources (take in consideration that usually the Guest only needs to be heard).
Here are some recommendations on how to handle those situations and turn them into a positive experience:

1) When the Guest experiences a symptom of dissatisfaction for a badly performed service:
a. DON’T INTERRUPT
b. Manifest a calmed and comprehensive attitude
c. Take notes
d. Try not to justify the Hotel for those services

2) After listening, you should offer an apology and let the Client know that the problem WILL be referred to the proper department for solution and for sure Guest satisfaction is the #1 goal.

3) If it is about a failure or a service not provided, you will not rest until the problem is 100% fixed and you can reassure with the Guest that they are totally satisfied with the solution.

4) Be aware that following up with the solution accordingly is THE key element, as time goes on, Guest will feel much more unsatisfied.

5) If the person dealing with the complaint has no authority to solve, a Manager has to be reached for authorization, but make it prompt and concise, YOU CANNOT LET ANGRY GUESTS LEAVE THE PROPERTY without the proper solution.

6) Be punctual with the requests to other departments, and get feedback on the process.

7) In the case that you have to compensate with extra services, gift certificates, cash back or other, make sure to protect the Hotel from a future law suit, kindly ask your Guest to sign a liability form, as you don’t want to have any future impact.

8) take the guest AWAY from busy service areas - dealing with the issue in an office or quieter environment provides the guest with assurance you are taking them seriously, focuses your attention on them, and them alone, and also ensures that other guests do not overhear the complaint, perpetuating the situation from 1 complaint to 5 (added by Matt Shiells-Jones)

One useful tool that you can have is a well thought and written Accommodation Contract, make sure to include all do’s and dont’s, and have it reviewed by a Lawyer to be congruent with current laws.

The Client is ALWAYS right, but this rule has exemptions:
When the Customer is abusing
When other Guests get annoyed with the solution


It’s all about the Client, because this valued asset will lead you to profitability…