Turning Hotel Nightmares into Dream Stays: Strategies for Guest Recovery.
As I am a speaker and panellist during a hospitality conference this week, I decided to stay at a 4 star Hotel where I used to stay frequently almost 25 years ago in South Kensington, London. Unfortunately, it was not the best decision and things have changed tremendously since then. At least 75% of my stay was not going well. From the Hotel Room, the Bar, the Service and to the Front Office, the experience is light-years away from what I am used to.
This seriously bad experience made me thinking how important it is to apply the right Customer Recovery Procedure when things go wrong for your guest. Here is a reminder of what we consider as the top 5 key actions to take in such circumstances because recovering a hotel client who has had a bad experience is crucial for maintaining a positive reputation and ensuring guest satisfaction. A dissatisfied guest can have a significant impact on your business through negative reviews and word-of-mouth, so it's essential to take immediate and thoughtful actions. Here are five major actions to consider:
1. Immediate Acknowledgment: As soon as the guest expresses dissatisfaction, acknowledge their concerns promptly and sincerely. Listen carefully to their feedback and show empathy for their experience.
2. Apologize and Take Responsibility: Apologize for any inconvenience or discomfort the guest has experienced, even if it wasn't directly your fault. Taking responsibility demonstrates your commitment to making things right.
3. Offer Solutions: Propose solutions or alternatives to address the guest's concerns. This might involve changing their room, offering complimentary services, or arranging for a special amenity as a gesture of goodwill.
4. Follow-Up and Personalized Care: After implementing solutions, follow up with the guest to ensure their needs are met. Personalize their experience by remembering their preferences or any specific issues they mentioned, making them feel valued.
5. Feedback and Continuous Improvement: Use the guest's feedback as an opportunity to improve your hotel's services. Share their comments with your team and implement necessary changes to prevent similar issues in the future.
Although it hardly happense at VERTU Hotels and Resorts properties, our standard process by taking these actions, demonstrates our commitment to guest satisfaction, potentially turning a negative experience into a positive one, and safeguarding hotel's reputation.
