Guest complaints is here to stay with us. In fact, it is part of life if your are in the hospitality industry. But wait a minute, should we see this as a negative vibe or just consider it as an opportunity to demonstrate our hospitality?
The hospitality industry is one of the most important industries in the world, as it is responsible for providing accommodation, food, and entertainment to millions of people every year. However, no matter how great the service is, there will always be guest complaints. It is important for hospitality businesses to understand the most common complaints from guests and address them promptly and effectively to ensure a positive experience for their customers. But what are the common guest complaints and how do you address them as a hotelier?
Noise
Whether it is loud neighbors, street noise or construction menace, it can ruin a guest's experience. To address this, hotels can provide soundproof rooms, which can significantly reduce the amount of noise guests hear. Additionally, hotels can provide earplugs to guests, which can help them sleep more soundly. Hotels can also leverage on technology by sending pre arrival email that addresses any arising issues promptly and effectively.
Cleanliness
Guests expect their rooms to be clean and tidy, and any shortcomings in this area can lead to guest dissatisfaction. To address this, hotels should have a rigorous cleaning schedule and regularly inspect rooms for cleanliness. Additionally, hotels can provide cleaning checklists for their staff, which can help to ensure that all areas of the room are properly cleaned. Staff should also be trained to respond quickly to any guest complaints about cleanliness, and the hotel should have a process in place to address any issues.
Poor service
Guests expect high-quality service, and any shortcomings in this area can lead to complaints. To address this, hotels should train their staff to be attentive and responsive to guests' needs. This includes being polite, helpful, and willing to go the extra mile to meet guests' needs. Staff should be trained to anticipate guests' needs and respond proactively to any requests. Additionally, with the help of the right technology, you can have your guests fill out surveys after they consume or attend specific services so that you learn more about how to improve their overall experience.
Maintenance
Broken or malfunctioning amenities, such as air conditioning, heating, or plumbing, can significantly impact a guest's experience. To address this, hotels should regularly inspect rooms and facilities for maintenance issues and fix them promptly.
If the problem cannot be addressed in a timely manner, quickly apologize and move the guests to a room with functioning amenities.
Unmet expectations
Guests may have specific expectations about their stay, such as room amenities, food and beverage options, or available activities. To address this, hotels can provide clear and accurate information about their services and amenities by investing in an hotel app.
Say goodbye to the traditional in-room paper directories and make available practical information about you hotel offerings, accessibility accesses, languages spoken, dining hours, all inclusive activities and more. Dedicated hotel apps such as Sopago lets you add all of that and keep it always up-to-date in a digital format. Be smart and provide convenient and personalized experience for guests and help improve guest satisfaction and loyalty.
Theft in guest rooms
Theft in hotel guest rooms is a serious issue that can harm the reputation of the hotel and create a negative experience for guests. To effectively deal with theft in hotel guest rooms, hotels can implement a strategy that includes the following steps:
Prevention: The best way to deal with theft in hotel guest rooms is to prevent it from happening in the first place. Hotels should implement a variety of measures, including installing security cameras in public areas, providing in-room safes for guests, and requiring employees to undergo background checks. Additionally, hotels should provide guests with information about how to keep their valuables safe, such as not leaving them in plain sight in the room.
Reporting: If a guest reports theft from their room, it is important to take the report seriously and respond promptly. Hotel staff should be trained to handle these situations with empathy and sensitivity, while also following proper protocol. This includes immediately notifying the hotel's security team and the local police, documenting the incident, and preserving any evidence.
Investigation: Hotel should conduct a thorough investigation to determine what happened and identify any potential suspects. This may involve reviewing security footage, interviewing staff and other guests, and working with law enforcement.
Communication: Throughout the process, it is important to keep the guest informed about what is happening and provide them with updates as the investigation progresses.
Follow-up: After the incident has been resolved, the hotel should follow up with the guest to ensure their satisfaction and address any lingering concerns they may have. This may involve offering a refund or other compensation, or taking steps to improve security measures in the hotel to prevent similar incidents from occurring in the future.
Give your guest a peace of mind and a fulfilling experience by letting Sopago handle all your guest complaints. How so?
Handling guest complaints is the perfect opportunity to show off your hospitality. But with ongoing staff shortages putting your people under pressure, staying calm in the face of upset guests is easier said than done.
With Sopago hotel app, getting your guest complaints handled has never been easier. Our user-friendly app allows guests to easily report any issues or complaints they may have during their stay, from noise complaints to maintenance issues. Sopago also enables guests to track the status of their complaint, so they can see when it has been resolved.
Additionally, hotel staff can use the app to communicate with guests and provide updates on the progress of their complaint. By using our hotel app, hotels can improve the guest experience and address issues promptly and effectively, leading to higher guest satisfaction and increased customer loyalty.