What we should do

What we should do

What we should do

What we should do

What we should do

What we should do

What we should do

What we mustn't do

What we mustn't do

What we mustn't do

What we mustn't do

What we mustn't do

What we mustn't do

What we should do

What we should do

What we mustn't do

Listen carefully to the customer's complaint.

Show some empathy.

Clarify the complaint by repeating it in professional words.

Thank the guest for bringing the matter to you.

Always follow up, even if virtually.

Propose a partial or total refund.

Write everything for further analysis and improvement.

Say it's somebedy else's mistake, not yours.

Offer an excuse like "We've been terribly busy Sir!"

Take things personnally.

Make the customer feel bad about it.

Make promises you cannot hold.

Raise your voice.

Apologize on behalf of the hotel.

Report the problem to a manager if you cannot resolve the problem.

Let an angry customer make a fuss in public.