Angry hotel guest??

Question

How do you calm them down and keep them as a guest when nothing is working?

Answer 1

It's not working because you are not telling them what they want to hear. An angry hotel guest wants to know two things:

1) Exactly when the problem will be fixed (or at least the exact time someone will start working on it). You can't say "as soon as possible" or "we will be right on it" because that is what was told to them before they got angry. That one will not work anymore, now you have to give them a real time line.

2) What you plan to do to make them happy in the mean time. They want a token to show that you mean to make things right. It doesn't have to be a lot, but it has to be something. If you are not in the position to do that for them, then you at least need to put them in touch with that person.

They don't really care that you personally can't do anything to help them, they consider you part of the hotel therefore in their eyes you can. Just keep talking calmly and let them know that "you" will make sure that it is done...even if you are not the person to take care of it.

Answer 2

Why would I want to? There are more fish in the sea. You will always get a few jerks. Plan on it. I work in Yosemite where we get close to 3-1/2 million visitors a year coming through. Management seems to think that nobody can leave there unhappy, or they will tell everybody they know they were unhappy, and those people won't come and spend their money there. I say BS! There are a lot of people out there who will play the system, and act all dis pleased, just so they can get by for free. They will snivel about anything and everything, and usually get their money back. When that happens, who pays their bill? You and I do! Why should we? On my tram tour, we have two ten minute stops where the riders can get off and walk around. It is announced at the beginning of the tour, and a couple times as the people are getting off for the ten minutes. Out of 50 people, there are usually a family or more who will stay longer than the ten minutes, purposely miss the tram, then ***** to management they were left behind. My boss always gives them a refund. Why is it that all the other riders made it back on time, but these jerks didn't? We seldom go back with the same amount of people because a lot of them want to hike back down. So we never know who's hiking or riding back. That's why we stress the ten minute rule, letting them know right from the start they will be left behind if they are longer than the allotted ten minutes. This is longer than what you want to read, but I just wanted to give an example. Hope this helps. We also run Free Shuttle busses between where I'm at and where we have to pick people up. If we are a few minutes past when we had to be there, there will be some jerk who will get all pissed off, and start yelling at us. And we aren't the reason for the delay, but we are the first employee they see, so we catch the hell.So I have an awesome way to make them feel like crap. I will apoligize to them, then tell them the reason for the delay is that I just got an emergency phone call telling me somebody in my family has died. And I leave it at that, makes them feel like crap the rest of the day. (I only do this to the jerks.)

Answer 3

Give them some trivial thing on the house.( coupon for local restaraunt, free night , 1/2 off on a night,etc...) If this doesn't help nothing will. Some people can't be pleased and you just have to learn to smile in the face of it. Remember,always, the customer is always right, even when they are not.

Answer 4

offer them free stuff and say your sorry for the delay but that y'all are working on getting everything up and running so your stay is more enjoyable.Allot of times guest like to be compensated for something that is going right on there trip.See if you can give them a coupon for there next stay.

Answer 5

The best way to calm down am amgry guest is to first ask them to explain what they are not pleased with, bascially waht happened, then offer your apoligies, and ask them waht they would like in order to fix and delete their unhappiness. When they have told you, and it' reasonable, see what you can do, then act on it.

Answer 6

Some people are just antagonistic you cant reason with them and you hope they never come back but others might have a genuine complaint so you just suck up to them and try everything to placated them.
Just dont give them a phone if their name is Russell.

Answer 7

It relies upon on the region. frequently, i flow the beforehand course. i'm only as with courtesy easy as i'd be. No Rooms? I say, i'm so sorry, yet I don t have anymore rooms. All of my rooms are at the instant in use or are reserved. i'm no longer allowed to get rid of a centred visitor who has already paid, and that i won't be able to cancel a reservation until XXXX O Clock, yet once you don t locate something you could examine back then. I desire i ought to help you. For no pillows: i'm so sorry. we've an entire abode this evening and had maximum of requests for further pillows that I don t have anymore. I desire i ought to help you ... i will ask my supervisor to purchase greater once I see him next. For fee subject concerns: regrettably costs are set with the aid of my supervisors and our company place of work. i'm no longer allowed to modify costs. i be responsive to it s perplexing while they selection from prevalent, yet my supervisor Mr. XXXXX can in all possibility clarify it greater useful interior the morning. meanwhile, is there something i'm able to do for you this evening? For identity, I only say that I ask all and sundry for identity to guard your id and your funds from anybody who isn t you, and that i've got interior the previous had somebody attempt to benefit in (at a diverse lodge I used to artwork at) with a fraudulent mastercard. through fact I consistently examine identity, he wasn t waiting to apply the cardboard right here. i've got the desire to make confident that doesn t ever happen to you or any of our visitors. My question as a lodge front table receptionist to you is drunken visitors that desire to grasp out interior the foyer area and characteristic a mini ingesting social gathering on an analogous time as leaving their youngsters unsupervised interior the rooms. It happens each and all of the time, and no count how wonderful i'm, under the impact of alcohol human beings not at all think of they are under the impact of alcohol, or loud of course, and their little angels would not at all reason problems so as that they don t could be supervised. anybody have a good way of coping with that ... or scantily clad visitors on the front table at 3 a..m. (way awkward!) I don t be responsive to of an outstanding thank you to declare, positioned some outfits on! i individually had a guy come to my table on Halloween with gold underclothes and a cape and inquire from me to hold his sword. (It grow to be a real sword, no longer his um, sword sword)

Answer 8

Depends on what you mean by "Nothing" and how soon "everything' will be up and running.