The hotel industry is notorious for guest complaints. If you’ve ever worked retail, you know the saying “the customer is always right.” This applies to the hotel industry as well since the customer is buying a room for a night or more. How customer complaints are handled is often key to keeping that customer and gaining more.
I recently stayed at The Damai Resort in Orlando FL and overheard a very upset guest’s reaction to the pool being closed for routine clean up. While I was also looking forward to the pool that day, I understand that routine maintenance must happen. But what I was most impressed with was how the staff member handled this upset guest and seemed to turn his attitude around by the end of the conversation. It seemed that by simply listening to the guy and giving value to his concerns and offering fun Orlando alternatives, the guest left happy and content.