Handling Complaints

What is a key factor in ensuring guest satisfaction when handling complaints?

• Ignoring minor complaints

• Blaming external factors

• Offering discounts

• Listening and resolving the issue promptly

What percentage of customers will give a second chance if their complaint is handled successfully?

• 70%

• 95%

• 85%

• 50%

Which type of customer is known for being blunt and straightforward with their complaints?

• The Big Spender

• The Habitual Complainer

• The Pushy Customer

• The Mild Customer

Which customer type is not actually seeking a solution but rather something extra?

• The Mild Customer

• The Big Spender

• The Rip-off Customer

• The Habitual Complainer

What is a recommended response to noisy neighbors complaint?

• Offer the complaining guest earplugs

• Ask the noisy neighbors to keep the volume down

• Move the complaining guest to another room

• Ignore the complaint

What should properties do about unclean rooms?

• Ignore the complaint

• Blame the cleaning staff

• Apologize and correct the issue immediately

• Offer a free stay

What is a common complaint related to room amenities?

• No free Wi-Fi

• Lack of a swimming pool

• No complimentary breakfast

• Absence of a gym

What is advised when a property's actual amenities do not match the website or brochure?

• Offer a refund

• Exaggerate further to compensate

• Ensure accurate representation in all marketing materials

• Blame the website designer

How should properties handle a situation where a guest's reservation is not honored?

• Ignore the complaint

• Offer a free meal only

• Put them up in a nearby property with an upgrade

• Offer a discount for future stays

What should be done if a guest complains about theft?

• Ignore the complaint

• Offer a refund immediately

• Blame the guest

• Have a policy in place to handle the situation