What to do when a guest is not happy?

Accepting their subjective experience, acknowledging it without judgment is half way.

When the quality is not satisfying, something went wrong or there’s a mismatch of expectations, a guest’s reaction highly depends on how your personnel handled their feedback.

Excuses, practiced generic responses and fake apologies, when there is obviously no real understanding for a guest, is rather frustrating and not helping at all.

Instead, just take ownership of it, address a guest’s pain and fix it, but for real. Even if it includes updating them on the matter after they left.

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