Effective Ways to Deal with Angry Hotel Guests

The primary thing the guests expect from you is to be polite and have kind manners. As previously discussed, dealing with satisfied & happy guests is simple, but when dealing with an angry hotel guest, all you need to do is listen calmly.

This will not only help you understand what their real concern is, but it will also give them the impression that the other party is professional enough.

Train and encourage your hotel staff to remain calm when guests complain. Allow your guest to explain the situation first, and once he or she is finished, go over the entire situation and try to fix it right away.

This may appear to be a simple thing, but not everyone follows such communication etiquette, which is especially important in a sensitive industry like hospitality.

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3. Avoid arguments, remain calm & be polite

Complaints may take longer to resolve in many cases. In such cases, the only thing you can do is avoid arguing. Arguing can only lead to the worst of outcomes. Keep Calm! even if their arguments and complaints appear to be unfair. Remember that they are still your guests no matter what.

Respect them and give them space and time to express their concerns. Because if you are rude, the hotel will get a bad reputation, which is not good for business.

Furthermore, this etiquette applies to the entire hotel staff, not just the front desk. Since, you never know when things go out of track in which department.

4. Make sure your body language is not aggressive

This may sound cheesy, but it's true. Body language is another important factor to consider, especially when dealing with an angry guest. There are particular personality traits that we expect hotel staff to have. They must make serious efforts in keeping their body language in check. 

When an irritated guest goes all out, you may not even notice that it is triggering and manipulating your body language. And, guess what, if your body language is aggressive, your guest may become even more enraged.

So, if you don't want to harm your company, learn how to manage your silent signals, even in stressful situations.

5. Empathize and acknowledge their frustrations

Okay, they've said enough, and you've heard enough.

What comes next?

Take appropriate action.

First and foremost, when dealing with rude guests, you must empathize with them and acknowledge their rage. You must persuade them that their concern is legitimate and that you are not dismissing it.

6. Never pass on the guest to another department

I am sure most of you have experienced it. You have a complaint and are trying to contact the front desk. When you explain your situation, they say it's not their responsibility and that you should contact another department.

Now, this is a warning flag! This is the last thing you want to do when a guest expresses concern. It is also a trigger that worsens the situation. Even if it's not your job, you can still assist the guest in contacting the appropriate department.

"Please accept my apologies for the inconvenience caused. Let me contact the appropriate person to assist you with this." Alternatively, you can take the initiative and say, "Thank you for sharing your concern; I will contact the relevant department and resolve this as soon as possible."

The bottom line is that you must be able to provide an immediate solution. This not only makes your guests feel better, but it also turns the entire critical situation around. If you successfully resolve their query, they will undoubtedly acknowledge your effective actions. 

7. Deliver a conclusion

After you've heard the guests' complaints, ask them which solution works best in any given situation. After you've asked them for their preferred solution, go check with your hotel's management to see if it's appropriate and adheres to the hotel policies.

Also, make sure to keep the guests updated on the situation and that they do not feel ignored or unattended. There may be several solutions to a single problem; all you need to do is choose the best solution and resolve it for your guest.

8. Follow up

As previously discussed, once you've checked with the hotel's management, notify the customer about the best solution you can provide. Remember that your goal remains the same.

Don't let your guests think you're ordering them. Rather communicate in a way that makes them feel as though their ideas are equally important to you. Finally, ensure that you turn a bad situation into a good and profitable one.

9. Comfort with best offerings

At times, the situation deteriorates to the point where you are left with nothing. If there is no way to resolve the guest's complaint, all you can do is comfort them with the best offerings. Examine your hotel policies to see what you can offer to dissatisfied guests.

Depending on your hotel policy, you can serve them with a discount on the total bill, excellent value deals on their next stay, or add one FREE night's stay at the hotel. Consider talking to them and know what they expect from you. If it is not possible for you to fulfil the same, simply express your opinion to them.

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In Conclusion

You know, your hotel guests expect the best-in-class guest service and a great hotel stay experience. However, there will always be at least one dissatisfied or angry guest. And hotels must accept it & rectify it.

Although many hotels are still unsure how to handle angry hotel guests, many go out of their way to manage things. This is precisely what distinguishes them from their competitors. There will be hotel complaints and irritated guests. But if you know the ground rules, you can always deal with them.

Using complaint management software by BOTSHOT can considerably speed up this process. This program enables you to track, handle, and resolve complaints efficiently, ensuring that no issues slip through the gaps.

Using a complaint management system, you may track patterns in guest input, identify reoccurring concerns, and take proactive steps to reduce future complaints. This not only improves visitor pleasure, but it also helps to retain your hotel's favorable reputation. When visitors see that their complaints are addressed swiftly and properly, their trust in your hotel grows, and they are more inclined to return and suggest your services to others.

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