This document provides guidance on handling guest complaints at hotels. It notes that resolving issues quickly will encourage return visits. There are four main types of complaints: mechanical, attitudinal, service-related, and unusual. The key rules are to listen actively with empathy, apologize, offer solutions within your authority, follow up to ensure satisfaction, and admit when a problem cannot be solved or get a manager if a guest is very angry.
13. Follow up And check to ensure whether the guest is satisfied with the solution
14. Remember !......!.....! Some guest are never satisfied, don’t let them effect you If problem cannot be solved ,admit it If the guest is very angry don’t try to resolve the problem alone