The Most Common Hospitality Property Complaints | INNsider Tips-060

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

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Episode Transcript

(00:11):
Hey, Welcome to Insider Tips.In today's insider tip, I'm going to
talk about the most common hospitality propertycomplaints. Attention all current and aspiring hotel,
resort, in, bed and breakfast, and holiday rental owners and managers.
Are you ready to take your hospitalityproperty business to the next level?

(00:34):
Look no further. The Guide toOwning and Operating a Hospitality Property Successfully Online
course is here to help you succeed. This course is packed with valuable information
and insider tips from industry experts,covering everything from marketing strategies and customer service

(00:54):
to financial management and staff training.Whether you are a seasoned professional or just
starting out, this course is perfectfor anyone looking to grow their business and
enhance their skills. You will learnhow to create a memorable guest experience and
keep your guests coming back for more. What are you waiting for? Enroll

(01:15):
today and start reaping the benefits ofthese successful hospitality property business The following are
the most common hospitality property complaints.One room cleanliness at a basic rooms must
meet basic hygienic cleanliness. Two poorroom service. If you offer room service,

(01:40):
make sure you have the staff tohandle it. Three restaurant food quality.
Now is told by a restaurant foodinspector that the first two things he
looks for when he goes into anew restaurant is the cleanliness of the toilet
and the freshness of the lattice.If either of these two things are a
problem, chances are the food qualitiesnot that great. Four laundry. If

(02:07):
you offer laundry services for a guestand a garment is damaged, make sure
to bring it to their attention immediatelyand provide restitution. Five Noisy rooms.
If you have a room or roomsthat are noisy due to traffic, construction,
or they're close to an elevator,make sure you let the guests know

(02:29):
when you're giving them the key.It's a good idea to have earplugs in
stock. Six Parking. If youprovide parking for guests and charge for it,
you have to make sure it's monitored. Seven Pay per view television.
This can be an excellent source ofrevenue, but whenever a guest complains about

(02:50):
a charge, delete it without question. It's not worth the hassle. Eight
minibar. If a customer complains abouta charge, take them at their word.
Of course, there will be thosethat will try to take advantage,
but you have to look at thatas a cost of doing business. Nine
hidden charges. This is a complaintI have heard quite often. Make sure

(03:15):
all charges are clearly itemized on thebill. If a customer complaints, don't
accuse them of being wrong, butinstead say we'll be happy to look into
this for you. If you finda charge is a mistake, deleted immediately.
If it's not a mistake, explainthe charge to the guest. Ten

(03:37):
overbooking. If you are overbooked andhave to move a guest to another property,
make sure you haven't charged them foranything, Make all the arrangements and
pay for the transfer. That's itfor today's tips. Make sure you're subscribed
if you haven't done so yet,and make sure you join one of our
groups. Find the best one foryou and subscribe at Keystone HPD dot com

(04:02):
slash Insider hyphen Tips, and tofind your best group option, visit Keystone
HPD dot com slash Private hyphen Groups. Well, that's it for today's tip.
Until next time, have a funday