Template for handling a complaint
From dissatisfied guest to solved problem in clear steps
A complaint is a chance to turn a bad experience into a good one. The most important thing is that the customer feels heard. Follow a set procedure so you keep your cool and act professionally — even when the customer is upset.
§Listen and acknowledge
- 01Let the guest speak without interruption
- 02Show with body language and words that you listen
- 03Acknowledge the guest's experience even before you have a solution
§Understand and apologise
- 01Ask clarifying questions so you understand the problem
- 02Apologize for the situation sincerely — without assigning blame
- 03Briefly repeat what the guest experienced to show understanding
§PLACEHOLDER_13
- 01Offer a concrete solution within your authority
- 02Get a colleague or manager if the matter exceeds them
- 03Follow up and check that the guest is satisfied with the solution
- 04Note the complaint so the house can learn from it