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In general, you want to show prospectives that your hotel reads, internalizes, and responds to reviews. You should personalize your responses to the guest review, and show your brand voice. You should also research the issue before you respond, so that you are aware of as many details of the guest’s stay as possible. Did the guest complain before checkout? Is there a record of his or her communications with your staff?
1. Thank the guest by name
Even if the negative review is aggressive or hurtful, you should thank the guest for taking the time to give feedback. Take a minute and remember that all feedback is valuable. And, if you handle the situation gracefully, it can mitigate the effects of the bad review in the eyes of your prospective guests.
2. Apologize for the guest’s poor experience
Remember, an apology is not an admission of guilt or wrongdoing. For whatever reason this guest’s expectations were not met, which is disappointing for anybody. You should express sympathy that his or her experience fell short of expectation.
3. Highlight any changes you have made or intend to make
This is a good opportunity to take the conversation offline to avoid further public conflict. If the situation warrants, “changes you have made or intend to make” can be as simple as inviting the guest to contact you, so you can make it right. Don’t promise any form of compensation online to avoid setting a precedent.
4. Evaluate the need for follow up procedures.
If you have the guest’s contact information it’s a good idea to send them a personal email to express your apologies and offer compensation if appropriate. Additionally, you should ask the following questions about the review:
Below are the steps to avoid any further complains:
1) Listen to the guest complains.
2) try to find the main reason behind the mentioned complains.
3) Insure that you make the guest feel like that you are understanding his complains.
4) Inform the guest that you solve the problem immediately with the high attention.
5) apology to the guest verbally without any written apologize.
Here's a sample of my spiels: (In calm and soft voice) Hi Ma'am (Name of the Guest), good afternoon i heard you have a complaint may i have you a moment in the side, may also offer you a drink coffee, juice or water? by the way my name is Ivan From [ which department as (name of position) ] Please let me hear first your concerns. (after she tells you her concerns) thank her for noticing the concern and apologize for the poor experience, assured her that you will do something about her concern but take note don't promise anything. (After you evaluate the guest concern and come up a solution you may suggest it to your superior and get your approval before initiating the plan). Here's a sample of my spiels: (In calm and soft voice) Hi Ma'am (Name of the Guest), good afternoon i heard you have a complaint may i have you a moment in the side, may also offer you a drink coffee, juice or water? by the way my name is Ivan From [ which department as (name of position) ] Please let me hear first your concerns. (after she tells you her concerns) thank her for noticing the concern and apologize for the poor experience, assured her that you will do something about her concern but take note don't promise anything. (After you evaluate the guest concern and come up a solution you may suggest it to your superior and get your approval before initiating the plan).
I will talk to the client and calm him/her down by giving a listening ear. I will then apologise on behalf on the company and assure the client that we will attend to the issue to avoid further inconviniences.
First of all Listen to guest and show empathy on his problem and then thank him for bringing it to notice , Assure guest that corrective actions will be taken and ensure that issues will be taken with extreme care durig His/Her future visit .
Nothing to be given in written to guest regarding incident
At first apologize for the inconvenience caused and then try to resolve the issue of the customer.
i will talk to the guest on very respectful basis, i have to listen to them, no matter how much they talk, i will talk to them and address them with their name. at the end i will invite them for a cup of tea or coffee, that i will pay for, and i will inform them that by the time they are done with the drink the problem will be solved, at that stage some of my team members need to take care o the issue. i will give them a time frame to solve the issue, of course i will not allow the customer to just set and wait for his issue to be solved, so i will take the customer to drink something, again it is somethimg that i will pay for. then when we set together i will try to chat with them, welcome them to the country. once the customer is not feeling stressed any more, they will start talking and chatting. at then end i will escorte the customer to their room, thank them a lot for. wish them a good day or a good night.
I will approach the guest in a calm way and ask what was his complaints.
Apologize to the guest, offer other options that the guest will feel that all his complaints will be answered.
Thanks the guest for opening his complaints. Assist him on his way out.
Appropriate actions must be done to resolve any kind of complains. In this case, the company is at fault. Here are just some quick steps to de-escalate and resolve the situation:
1. Listen to the customer's complain.
2. Show empathy to the cstomer to make them feel that you understand where they are coming from.
3. Acknowledge the complain, find out the reason that caused the problem.
4. Show accountability and resolve the issue by providing the necessary action plans to avoid same mistakes from happening again.
5. Ask for any assistance can be offered.
You should Listen carefully to your guest and know exactly the common point in the problem .
Depending of the type of type of the issue , you should react as human being to let the guest feel a warm welcome and an open person who can understand very well as it is you who has the problem , that way , the guest will feel good stating his issue and will certainly agree and accept your suggestion that of course will avoid any cost
I see that this question is an open subject of discussion and to give a logic answer , it can be specified on wich kind of issues we are talking about because there is some issues that will cost you Money but depending on the management to fixe on wich cost
actually according to me ill make it simple by listening to guest and let him know he is right and we looking forward to rectify our mistakes finishing by telling him it wont happen again
