Major Guests Complaints

Types of Guests complaints in Hotel:

We can classify guest complaints into 5 main types according to the nature and timing of the complaint. Those are:

1. Before Guest Arrives
2. After Guest’s Arrival
3. During Guest’s Stay
4. During Guest’s Check Out
5. After Guest’s Check Out

Before Guest Arrives:

1. booking information is not accurate records
2. booking information is not timely and accurately delivered
3. prices, or room number information cannot be kept confidential or premature to tell the guests
4. a sudden raise of room prices
5. Managers at all levels receive relatives and friends booking without informing front desk that could cause damage and confusion
6. restaurants of various departments in the home-front passenger booking and contact guests in the process of giving guests the impression to remain poor, resulting in booking or cancellation of booking guests do not want

After Guest’s Arrival:

1. Both parties to the price dispute
2. upon arrival record of the request is inconsistent with the hotel;
3. not been able to stay in rooms or rooms cannot let guests leave satisfied
4. Guests of the hotel the provisions of dissatisfaction with the difference in different time slots
5. The guests are not satisfied with the arrangements
6. Check-in board room procedures were too cumbersome and time-consuming too long
7. Welcome members and baggage are not in place or place of service for less than a home

During Guest’s Stay:

1. Room facilities and equipment, consumables or services that allow guests are disappointed
2. Business center and switchboard services to make guests dissatisfied
3. Information and cashier services enable customers satisfied
4. Other aspects: the key to the guests because of the expired card can not open the door and dissatisfaction; the guests change wards without a response, or implementation; guest complaints during the stay, the hotel is not to be properly resolved

During Guest’s Check Out:

1. rounds closing speed is too slow: no small change to speak of; foreign exchange has not commenced business or has ceased operation; guests to catch up with the next closing rooms, dining hall staff time; guest attendants have to go rounds, with a total station to play the past Tel no access; room attendants rounds too slow; cashier checkout too slow
2. Accounts disputes: Guest does not recognize certain consumer items; have objections to certain spending; does not recognize the loss of items they should be required to pay compensation for costs; right held by the guests credit card validity or currency of doubtful authenticity etc.
3. The Housing-state error: the guests have already checkout, the total housing units are not in time to change state; guests extension completed check-out procedures, with a total station has not entered into the computer; for other reasons

After Guest’s Check Out:

1. Related Business forms are not timely filed or filed in error; guests entered the relevant information is not timely and customer history files; guest’s complaint information is not timely, accurately reflected in the relevant sectors
2. The guest check-out services are not in place or to pass relevant information is not discontent caused by the guests: Guests Check in time when the message is not delivered to the designated guests; guests arrive after check-out items, letter or fax are not timely and accurate manner according to the requirements of the guests treatment; guests left the hotel the important items, documents, failed to pass the guests in time, affecting the lives of the guests and travel