The Most Common Guests' Complaints in a Hotel
Though the guest’s complaint may be diverse in forms and kinds, let me list down some of the common complaints made by the guest according to my own experience. Taking aside with the guest, they should not be blamed for complaining because they pay as they are charged. And if the hotel facilities and services do not meet their expectation, more or less we it is possible to expect that they will complain. In the times like these, the receptionists, as you all know, are the the first staffs that will handle or solve the complaints.
Whether in a hotel room or at the dining hall, they find unsatisfactory experiences they will go directly go to the receptionist and start complains. To list the most common complaints in the hotel; let me begin from the check in stage.
Upon the check in, though they normally do not speak out but if the hotel is too far from the airport or less than their expectation they will not be smiling. The causes can be the comparison between the room rate of the hotel and the structure of the hotel. They pay almost the same rate as five stars hotel but if the hotel reaches only the standard of four stars, they complain.
In the hotel room, when the air-conditioner is not on beforehand and they enter the room, they complain.
If the prices of items and services served in the hotel are higher than their expectation, they complain. So as a receptionist, one must be ready to explain the reason why it is expensive with confidence. One day when I was at the Front Office desk, a guest from Malaysia came and asked me if you could ring his family back in Malaysia. But he didn’t ask me before he rang. So he called for a couple of minutes. Then the bill was USD 3. He was surprised. Because he thought it was too expensive. I tried my best to explain the reason why it was. He then understood.
When the room service didn’t arrive within an expected time, they complain. If the service delays, you ring immediately the room service department. When they could not have their own privacy, they complain. They came to stay for business or leisure, they need privacy. Avoid making noise in the hotel as much as possible.
When their food is not as good as they expect, they complain. Based on my experience food related complaint is the most common. Though it is not your problem as a receptionist about food, you are still confronted by the guest.
When the laundry is not available at their needing time, they complain. Make sure that you update with your laundry department every now and then.
When they feel that they are ignored, they complain. One day in our hotel, we arranged to serve breakfast at pool side. At that time, we had about 60 in house guests. Among the 60, 40 of them were a French group. So the next morning, when the time for breakfast turned, F&B department and water/waitress are busy with serving the group of French Tourists. Unfortunately American two young ladies were intentionally ignored to serve them breakfast. Then the lady, tears in her eyes, was walking in quickly in front of the Front office and began to complain. The complaint was later resolved. But I would like to mention this just to show that being ignorant to an individual guest can cause complaint. However the bottom line is that whatever complaint it may come, always provide them with another option. Do not just say “Sorry, Sir or Madam.”