Being part of the hotel industry means you have to play your part in ensuring that customers have the best stay you can possibly ever give them. This means that you have to go above and beyond with your services to ensure customers are satisfied. In this guide, Jay Holstine takes you through a few common guest complaints at hotels so you can better understand and grow your business.
Common Complaints from Hotel Guests by Jay Holstine
Here are a few of the most common complaints that hotel guests have.
The Hotel Isn’t Clean Enough
If room cleanliness is not up to par, then that can significantly compromise the guests’ experience. You have to ensure that cleanliness is the number one priority if you wish for customers to give great reviews about your hotel. Remember that one bad review can go a long way and can affect your business in several ways. The staff has to be well trained to know how they have to clean.
Hotel Has an Unpleasant Odor
Unpleasant odors can be a result of smoke or even pets. They can even result from dirt being piled up somewhere. You have to be very vigilant with this and make sure that you know exactly what you are doing so that the guests can get the experience they are looking for.
Hotel is Noisy
If there is too much noise in the hotel, then that also leads to a massively compromised experience. You have to make sure that there is silence, especially in the corridors, so that people trying to sleep, get some me-time, or simply even trying to concentrate can do so easily without any interruptions, says Jay Holstine.
The Staff has Attitude Problems
If the hotel staff has attitude problems, then guests will not like to stay there. You need to train your staff in a way that they can allow customers to have a sound experience – they have to smile every time they see a guest, they have to be very polite when responding to them, and they need to be knowledgeable enough to have answers to customers’ questions and so on. This way, guests feel secure, and their likelihood of returning to your hotel becomes higher eventually.
In the day and age that we live in, internet connectivity is one of the most important things. You have to ensure the internet works at its best capacity. Jay Holstine says that this can even lead your customers to make losses, especially if their work is dependent on it. So, this is something that you have to be extra vigilant about.
The hotel elevators, fridges, and other amenities must always be working. Maintenance issues at the hotel only lead customers to have a highly compromised experience.
Final Words by Jay Holstine
As a hotel owner or manager, you need to be aware of these common complaints that Jay Holstine has pointed out so that you can work in a way that allows you to handle them best too.