Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about The Most Common Hospitality Property Complaints.

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The following are the most common hospitality property complaints.

1. Room cleanliness:

At a minimum, rooms must meet basic hygienic standards.

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2. Poor room service:

If you offer room service, make sure you have the staff to handle it.  

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3. Restaurant food quality:

I was told once by a restaurant inspector, that the first two things he looks for at a restaurant are the cleanliness of the toilet and the freshness of the lettuce. 

If either of these two things is a problem, there’s a very good chance food quality is substandard.  

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4. Laundry:

If you offer laundry services for guests and a garment is damaged, make sure to bring it to their attention immediately and provide restitution.

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5. Noisy rooms:

If you have a room or rooms that are noisy due to traffic, construction, or an elevator, make your guests aware when giving them the key. Have earplugs in stock. 

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6. Parking:

If you provide parking facilities for guests and charge them for it, make sure it is monitored.

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7. Pay-per-view Television:

This can be an excellent source of revenue, but whenever a guest complains about the charge, deleted without question. It is not worth the hassle. 

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8. Mini-Bar:

If a customer complains about the charge, take them at their word. Of course, there will be those who will take advantage but look at this as the cost of doing business.

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9. Hidden charges:

This is a complaint I have heard quite often. Make sure all charges are clearly itemized on a bill. If a customer complains, do not accuse them of being wrong, but instead say “We will be happy to look into this for you”. If you find there is a mistake, delete it immediately. If not, explain the charges to the guest.

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10. Overbooking:

If you are overbooked and have to move guests to another property, make sure you have not charged them for anything, make the arrangements and pay for any transfer.  

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That is it for today’s INNsider Tip.

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https://keystonehpd.com/the-most-common-hospitality-property-complaints-innsider-tips-060

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If you would like to see all the bonuses you would have access to as a member of the Hospitality Property School Group, have a look at the short video in this episode’s post-show notes.

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https://keystonehospitalitydevelopment.com/private-groups

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That’s today’s INNsider tips.

Until next time, have a fun day.

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A Division of Keystone Hospitality Property Development

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