If you are a frequent traveler, you have undoubtedly run into a not so favorable situation or two during a stay at a hotel. Whether the issue is a lack of towels, an unstocked mini-fridge or an overflowing toilet, the way in which you address the problem with the front desk can set the tone for the entire trip. Here are some suggestions about ways in which to report an issue.
1. Be clear about the problem
Make sure that when you report the problem, you do so in a way that clearly identifies the
problem and states that resolution that you seek. Do not overstate the issue and do not ask to be over compensated with the solution. A lack of towels for you and your guest does not equate a free night’s stay.
2. Bring the problem to the attention of the staff as soon as you have identified that there is an issue
If you notice that there is a leaking faucet or running toilet when you check into the room, do not wait until the day you check out to address the situation. The sooner the problem is brought to the attention of management, the sooner a resolution can occur. If you wait until the last day of your trip to report an issue you have been having for the duration of your stay, the hotel may be less likely to consider that it was an actual issue for you.
3. Report the problem in person
It is always best to go to the front desk and report your problem in person. One reason for doing this is that you can ensure that the message is heard, understood, and gauge from the person’s response how seriously they are taking your concern. Another reason is that it allows the front desk to do the same. They will be able to gauge your body language and have a clear understanding of how important the perceived issue is to you and how it is impacting your stay at their hotel.
4. Be polite
No matter how big or small the issue may be, be polite when addressing it with the staff. Most hotels are interested in providing exceptional customer service. A smile and a friendly voice will often get an issue addressed more quickly than a customer with a bad temper who berates the staff.
5. Be patient
Remember, you are not the only guest staying at the hotel. Allow the staff the time needed to resolve the issue after you have reported it.
Connect with Us!