Case analysis of hotel complaint handling 1
After the guests checked in, they felt the smell of paint was heavy and the children were dizzy. One of them is allergic and doesn't feel well. The hotel arranged for guests to go to other hotels, and the guests said they would file with us. In case of physical problems, we will be responsible. How to properly handle it?
[Analysis]: Is there no room in the hotel that doesn't smell of paint? This kind of room should not be the first place for guests to stay. The hotel should send someone to accompany the guests to the nearest hospital to check whether the guests are healthy. If so, the hotel should pay the medical expenses, so it is not a matter of filing a case. After you come back, we'll settle it through consultation, and don't make things worse and cause more negative effects.
Case analysis of hotel complaint handling II
When the guest bought the membership card, he mistakenly thought that it was universal for everyone, but later he found out that it was for the members' own use. He was angry and demanded an explanation. How to solve it?
[Resolution]: Apologize to the guests and propose remedial plans, such as: I will give it to everyone this time and operate according to the regulations of the personal card next time; Or give a few discounts to the guests, and you can enjoy it next time you bring someone; Or return the card.
Case analysis of hotel complaint handling 3
Guest complaint: He had booked a standard room in our hotel, but because our hotel was full, he was introduced to another hotel, which led to the guest being late for the meeting and demanding an explanation.
[Resolution]: Arrange other hotels, resulting in being late for the meeting? Don't the guests know the meeting time themselves? The hotel is full and not a "guaranteed reservation". The hotel has no obligation to reserve rooms for its guests. * * * According to the hotel practice, the ordinary reservation is only reserved until18: 00 * *. Guests are advised to choose "guaranteed reservation" next time, especially during peak hours.
Case analysis of hotel complaint handling 4
I booked two rooms, but the hotel mistakenly arranged another guest with the same name who had been here before. At this time, the room was full, and the hotel arranged for him to go to another hotel and paid the taxi fare to the guest. The guest is still dissatisfied and asks for an explanation. How to handle this matter?
[Resolution]: The same operation as the case 10 is "guaranteed reservation". The hotel is responsible for paying the guests' accommodation expenses in other hotels, plus the round-trip fare, and is responsible for informing * * * if a guest friend calls or comes to the store for consultation * *.
Case analysis of hotel complaint handling 5
The guest found bugs on the bed when he checked in at night, and asked 1 for an apology. 2. Change rooms. 3. Free room rate. He also said that if the room rate is unavoidable, it will be reported to the newspaper. How to deal with it?
[Analysis]: There are bedbugs in the guest room, which is the "pest control" work of the hotel housekeeping department. It is right for guests to ask for an apology, and it is also right to change rooms. As for the room fee exemption, guests can adopt free ways such as upgrading their houses, sending fruit pots for free, sending planes for free, and giving corresponding discounts for the next room fee to meet their requirements.
Case analysis of hotel complaint handling 6
The guest reported that after staying in the room for an hour, he felt that the facilities were poor and smelled of smoke, and asked to check out. The hotel charged a room fee for one day, but the guests complained that it was unreasonable. How to properly handle it?
[Analysis]: The operation is similar to case 5, so it takes half a day in an hour. But now we can take remedial measures to see if the hotel can prepare another non-smoking room for our guests, so that they can have a look even if they upgrade for free. After all, letting the guests go is the least ideal way.
Case analysis of hotel complaint handling 7
At noon in a hotel, a guest looked at the lobby manager of a hotel and said in a hurry that some luggage he had left in his room was missing. Now he didn't know what to do. What's the guest's surname? He is an agreement guest of the hotel and has been staying in room 15 18.
[Analysis]: It is understood that Mr. He once asked Xiao Li, a front desk employee, that the room was blocked and he asked to change rooms, but when he came back from dinner, all his luggage was gone. The lobby manager immediately asked Xiao Li and Housekeeping Department. What happened was this: after receiving Mr. He's request for room change, Xiao Li promised to help him change to room 16 18, and provided a new key to the bellboy to ask Mr. He to change rooms. After knocking on the door several times, the bellboy confirmed that no one had returned the key to Xiao Li and had not changed rooms. When the housekeeping department was informed by the front desk that room 15 18 had been changed to room 16 18, it was found that Mr. He's luggage was still in room 15 18, and it was moved to18 for the purpose of helping others. Mr. He knew nothing about what happened above, which led to the scene at the beginning of this case.
Case analysis of hotel complaint handling 8
Guests stay in our hotel every Saturday. When they checked in last Saturday, they paid the deposit for this Saturday. Usually, the store keeps a single room for him. However, this Saturday, three guests from the same company want to stay. At this time, the store is full, and he can't be arranged to introduce other hotels. He refuses to accept, so how to solve the complaint?
[Analysis]: That depends on the deposit paid by the guest. Is it a room or two rooms? It is understandable that the hotel only reserves one room for guests if there is a deposit for one room. Based on the principle of coordination, can the hotel arrange an extra bed in a room, and the extra bed fee will be charged * * * to at least meet the needs of the guests; And promised that having a room the next day would give priority to meeting his needs.
Case analysis of hotel complaint handling 9
Guest's complaint: I dropped my mobile phone, but found it in something he forgot, but someone else took it away. The hotel explained that the person who got the mobile phone reported the phone number and model, so he took it. How to properly handle this matter, is the hotel responsible?
[Analysis]: Mobile phones are valuables. In the process of picking up lost property, there should also be clear rules, and not anyone can pick it up at will. The hotel should check the identity of the owner before returning the mobile phone. It's not just about reporting phone numbers and style. Shall we check what's missing there? And other relevant information. When you get the key, you should also copy the guest's ID card and write down the receipt * * * for archiving * * *. If the hotel has not done these things, it is only "compensation" now.
Case analysis of hotel complaint handling 10
Guests checked in at one o'clock in the morning. Ten minutes after entering the room, he said that the room was too small and the bed was too small to surf the Internet. He asked for cancellation and refund of all fees. The hotel said that when the guest agreed to stay, all the facilities in the room had been removed, and the store was full, so it was impossible to change him to another room. It's past midnight, the computer has entered the account, and the money cannot be refunded. The guest said it was unacceptable and complained. How to solve it properly?
[Analysis]: 10 minutes is a very short time. Personally, as long as the room facilities haven't been moved, or haven't been moved much, you can at most charge a nominal fee of less than 100 yuan to let the guests go, and inform the guests that the hotel will not open the "hourly room" next time, and you must charge for opening a room.