The Customer Is Always Right: How To Handle Frustrated And Irritated Guests




Being a hotelier, you very well know that not all guests are going to be happy with your hotel. 

Everybody’s a critic. And while your guests’ reasons to be frustrated might be justified at times, sometimes they are not.

But the way you treat them remains the same.

Read on to find out how to handle frustrated and irritated hotel guests:


1. Be Calm and Composed

It’s very easy to take insults and curses personally. And it’s very tough to not reply with a few angry words of your own.

Well, nobody said managing a hotel was easy.

With the sort of dependence the hospitality industry has on its customers, it pays to be calm and composed in the middle of a customer’s impassioned tirade.

You’ll see that your composure will not only help maintain your hotel’s reputation and dignity, but also probably put the guest at ease.




2. Listen to the Facts, Respond with a Smile

Don’t just hear your guests out.. Listen carefully. 

Offer your apologies, and keep them personal. 

“I understand. You have every right to be disappointed..”

“I am extremely sorry for the inconvenience caused. Let me look into it immediately..”

Listen to the facts and figure out what the problem exactly is. Once you have done so, gauge the situation and..




3. Offer Solution(s)

Customers always want a quick resolution to their problems. And angry customers want it quicker.

If the problem is straightforward with a straightforward solution, you’re in luck. Offer the solution, get on it right away and deliver more than you promised. 

If the problem is not so straightforward, offer an alternative. If the customer is still dissatisfied, offer a discount or an upgrade. 


Customers are more likely to cool down once they get a quick solution.




4. Follow Up. Follow Up. Follow Up.

Your relationship with the customer isn’t limited to the duration of their stay. 

You have their contact information. Reach out to gain feedback, and offer your apologies again while also assuring them that a permanent solutions is being worked on so that any future visits for them or any other customers won’t be compromised.




5. The Aftermath of the Stay

Many customers are used to leaving reviews on the channel they booked rooms at your hotel on.

Frustrated guests are more likely to leave negative or moderate reviews online about your hotel. If you want to know how to reply to negative feedback about your hotel online, read this article.




And for further information about hospitality management, digital marketing and more, visit www.woodstockdigital.in.



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