The 5 steps of the guest complaint handling process are as follows:

(1) Listen to the guest's complaint;

(2) Express respect for the process of communication, when the guest elaborates on the specific problem, you should appropriately express sympathy for the guest's encounters and understanding;

(3) Propose solutions;

(4) Negotiate a compensation plan;

(5) Synchronize well.

I. Legal basis: "Chinese People's **** and the Protection of Consumer Rights and Interests Act," Article 39:

Dispute resolution of the dispute between the consumer and the operator of consumer rights and interests disputes can be resolved through the following ways:

(a) negotiation and settlement with the operator;

(b) requesting the Consumers' Association or other mediation organizations established in accordance with the law Organization;

(3) Complaints to the relevant administrative departments;

(4) Referral to an arbitration institution for arbitration according to the arbitration agreement with the operator;

(5) Litigation to the People's Court.

Second, the legitimate rights and interests of consumers protected by law are specific.

Consumers are legally protected by the law has the following legal rights:

1, the right to safety. That is, consumers in the purchase of goods or services shall not be infringed upon personal property;

2, the right to know. That is, consumers enjoy the right to know the real situation of the goods or services purchased;

3, the right to independent choice. That is, the consumer in the purchase of goods or services have the right to independent choice, not coerced by others;

4, the right to fair trade. That is, consumers enjoy the same rights as all consumers and operators in terms of quality, price, measurement and trading conditions;

5, the right to compensation. That is, the consumer's rights and interests have been harmed by the right to compensation;

6, the right of association. That is, consumers have set up to protect their rights of the organization, that is, the current consumer associations;

7, the right to education. That is, consumers have the right to obtain knowledge of consumer rights;

8, the right to be respected. That is, consumers in the purchase of goods or services to receive the right to respect for human dignity, national customs and so on;

9, the right to supervise. That is, consumers have the right to goods, services, operators, state organs and their staff in the supervision of consumer rights.