Why we fail to resolve complaints

Despite our best efforts, we sometimes fail to resolve guest complaints effectively. There are a few reasons why it happens. Click on the cards below to learn more.

We take the complaint personally and become too emotional and defensive while arguing with the guest.

We fail to apologize effectively, instead shifting the blame to other people or circumstances.

We apologize without offering any solutions. Simply saying "sorry" might not be enough to resolve a situation.

We pass on complaints to other people, creating delays or misunderstandings.

We fail to offer solutions that would satisfy the guests, making them feel unfair and disappointed.

We fail to follow up with the guest to check whether the problem has been successfully resolved.

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