Here are 3 essential things hotel management must do when a guest has an issue — whether it's a reservation problem, service failure, or unmet expectation
✅ 1. Acknowledge the Issue Immediately
Don’t ignore or downplay the guest’s concern. Even if the issue isn’t the hotel’s fault, perception matters.
How to do it:
Listen without interrupting
Apologize sincerely
Show empathy: “I understand how frustrating this must be.”
✅ 2. Take Ownership and Act Swiftly
Guests don’t want excuses — they want solutions. Taking ownership builds trust, even in tough moments.
How to do it:
Offer immediate options (room change, comp, upgrade)
Empower front-line staff to resolve issues without delays
Keep the guest informed throughout the resolution process
✅ 3. Follow Up Personally
The issue doesn’t end when the guest leaves. A follow-up shows that the hotel values them beyond the transaction.
How to do it:
Have a manager or GM reach out via email or call within 24–48 hours
Offer a sincere apology and perhaps a future incentive
Ask for feedback: “What could we have done better?”
“Great service is proven not when things go right, but how you respond when things go wrong.”