hotels can handle complaints well, which can not only help hotels find problems, improve constantly, but also win more and more loyal customers. Therefore, hotels should pay attention to complaint handling. The following is a case study of hotel complaint handling that I brought to you. Welcome to read it!

hotel complaint handling case analysis article 1

after the guests checked in, they felt that the paint smelled heavy, and the children were dizzy. One of them was allergic and felt uncomfortable. The hotel arranged for the guests to go to other hotels, and the guests said that they would file with us. In case of physical problems, we would be responsible. How to handle it properly?

[ Analysis]: Isn't there a room with no smell of paint in the hotel? This kind of room should not be put in the first place for guests to stay in. The hotel should send someone to accompany the guests to the nearest hospital to check whether the guests are in good health. If they are, the hotel should pay the medical expenses, so it is not a matter of filing. After you come back, we'll settle it through consultation, and don't expand the matter and cause greater negative impact.

Case analysis of hotel complaint handling 2

When buying a membership card, the guest mistakenly thought that it was for everyone, only to find out later that it was only for the members themselves. He was very angry and asked for an explanation. How to solve it?

[ Analysis]: Apologize to the guest and put forward the remedial plan, such as: giving it to everyone this time, and operating according to the regulations of personal card next time; Or give the guests several discounts, and you can enjoy them when you bring someone next time; 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 caused the guest to be late for the meeting and asked for an explanation.

[ Analysis]: Arrange other hotels, resulting in being late for the meeting? Don't the guests know the time of the meeting themselves? The hotel is full, and it is not a "guaranteed reservation". The hotel has no obligation to reserve rooms for its guests. * * * According to hotel practice, ordinary reservations are only reserved until 18: 11 * * on the same day. Guests are advised to choose "guaranteed reservation" next time, especially during peak hours.

case analysis of hotel complaint handling 4

Two rooms were reserved, but the hotel mistakenly arranged for another guest with the same name who came before. At this time, the room was full, so the hotel arranged for him to go to another hotel and paid the guest a taxi fare. The guest was still dissatisfied and asked for an explanation. How to deal with this matter?

[ analysis]: The same operation as Case 11 is "guaranteed reservation", and the hotel is responsible for paying the guest's stay in other hotels, plus the round-trip fare, and telling * * * if a guest friend calls or comes to the store for inquiry * * *.

hotel complaint handling case analysis article 5

when a guest checked in at night, he found a bug on his bed and demanded an apology. 2. change rooms. 3. Free room charge. He also said that if the room rate is unavoidable, it will be reflected 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 appropriate for guests to ask for an apology, and it is also necessary to change rooms. As for the room fee exemption, guests can use free methods such as upgrading their houses, sending fruit pots, sending planes for free, and giving corresponding discounts on the next room fee to meet the guests' requirements.

hotel complaint handling case analysis article 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 guest complained that it was unreasonable. How to handle it properly?

[ analysis]: the operation is similar to that in case 5. Let's take half a day for an hour. However, remedial measures can be taken now to see if the hotel can prepare another non-somking room for the guests, so that they can have a look at * * * 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 in a hurry and said that several pieces of luggage he had left in his room were gone, and now he didn't know what to do. The guest's surname is He, who is an agreement guest of the hotel and has been living in Room 1518.

[ Analysis]: It is understood that Mr. He once asked Xiao Li, an employee of the front desk, that the room was blocked and asked to change rooms, but when he came back from dinner, all his luggage was gone. The lobby manager immediately asked Xiao Li and the housekeeping department. The incident turned out to be like this: after receiving Mr. He's request for room change, Xiao Li promised to help him change to Room 1618, and made a new key, and gave it to the bellboy to go to Room 1518 to find Mr. He to change rooms. After the bellboy knocked on the door several times, he confirmed that no one had returned the key to Xiao Li and did not change it to a room. When the housekeeping department received the notice from the reception desk that Room 1518 had been changed to Room 1618, it found that Mr. He's luggage was still in Room 1518, and moved it to Room 1618 for the purpose of helping others. Mr. He had no idea what had happened above, which led to the scene at the beginning of this case.

hotel complaint handling case analysis article 8

The guest stays in our hotel every Saturday. He paid the deposit for this Saturday when he checked in last Saturday, and the store reserved a single room for him as usual. However, this Saturday, there were three guests in the same company who wanted to stay. At this time, the store was full, so it was impossible to arrange for him to introduce him to other hotels. He refused to accept it, so how to solve the complaint?

[ Analysis]: That depends on the deposit paid by the guest. Is it one room or two rooms? If the deposit for a room, the hotel only reserves one room for the guests, which is understandable. Based on the principle of coordination, can the hotel arrange an extra bed in a room, and the extra bed fee will be charged * * * so as to at least meet the needs of the guests; And promised to give priority to his needs the next day when there is a room.

hotel complaint handling case analysis article 9

guest complaint: he dropped his mobile phone and found it among his forgotten things, but it was taken away by others. The hotel explained that the person who got the mobile phone reported the phone number and model, so he took it away. How to handle this matter properly, is the hotel responsible?

[ Analysis]: Mobile phones are valuables. In the operation process of collecting lost property, there should also be clear provisions, and not anyone can collect it at will. The hotel should check the identity of the owner before returning the mobile phone. It's not just a matter of reporting the phone number and style. Should we check what's missing there? And other related information. When collecting the key, you should also photocopy the guest's ID and write down the receipt certificate * * * for archiving * * *. If the hotel didn't do these things, now it's just "compensation".

hotel complaint handling case analysis 11

the guest 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 access the Internet. He asked to cancel his check-in and refund all the fees. The hotel said that at that time, the guest agreed to check in, and all the facilities in the room had been moved, and the store was full, so it was impossible to change other rooms for him. It was past midnight, the computer had entered the account and the money could not be refunded. The guest said that it was unacceptable, so he complained. How to solve it properly?

[ analysis]: 11 minutes is a short time. Personally, as long as the room facilities have not been moved, or have not been moved much, you can let the guests go * * * at most, with a symbolic handling fee of less than 111 yuan * * *, and inform the guests that the hotel will not open the "hourly room" next time, and must charge for opening a room.