This is a common issue that hotel guests have, and rightfully so. Thank you very much for your stay in our hotel for three days during your visit to Mumbai. To complain means to tell someone you are not happy about something. fArriving at the Hotel There are a few different conversations you might have with the hotel receptionist when you arrive at a hotel. Receptionist: I will call the doctor at once. Practicing situational scenarios in training is helpful because employees can see examples of others interacting with a complaining guest. They exist for a reason, see to it that theyre followed. Receptionist: Whats your room number, please? Checking Into A Hotel: Guest And Front Desk Role Play Level: intermediate Age: 14-100 Downloads: 17 : role play, book an hotel room, change, cancel the . Work to find a resolution that addresses the actual problem as well as the guests feelings about the issue. How may I help you? "Deputy" and "Spark Device" are trade marks of Deputechnologies Pty Ltd. Point out best practices, aha! moments, and identify what could have been done differently to produce a better outcome. Remind yourself and your team members that upset guests are expressing their displeasure at the situation, not the person. Let me tell you how! Ask yourself if your staff goes above and beyond every time to offer the best service. Please be sited there. Log items as they are used, note which service recovery methods are the most requested, and make sure that the box is always full of unique resources or. By the way, how would you like to pay, Sir? Thats why your hotel should be assured that you arent engaging in the practice of charging people more than what they previously thought they would be paying. Sir, you will be happy to hear that you will not have to pay full day room rent. could help avoid employee confusion when offering potential solutions. It is 344 on the third floor. Even if you follow up with the guest after solving the issue, go the extra mile. Receptionist: Well, Sir. !" Most people are so used to being connected to the internet that they now expect free Wi-Fi everywhere they go. As a business owner, there are many times you would have to deal with a dissatisfied or an angry customer. Hotel Receptionist: May I have your name please? I forgot to mention we serve all our soups with hair." c) "Sorry. Let me explain. Here's our list of common issues that hotel guests encounter when staying at a hotel. Hotel Receptionist: Sure, madam. Let me just reach in and remove it for you." Customer: "I ordered my steak rare, but this is burnt to a crisp!" Your reply: a) "I'm sorry. All Rights Reserved. For example, there are guests who only complain about serious matters, others who are notoriously difficult to satisfy, and unfortunately there are even hotel guests who complain regularly to avoid paying full-price or any price for their stay. A Do not disturb sign should be held sacred in all hotels. Why not? Setting up a refund policy could help avoid employee confusion when offering potential solutions. Many hotels make the mistake of skipping on quality just to save as much money as possible, which leads to low-quality meals that your guests are going to remember the next time they want to schedule a room at a hotel. There are different types of hotel guests that hospitality professionals inevitably encounter throughout their career. Task each department head with maintaining a log of guest complaints. Receptionist: So, here is the registration card, but you dont need to fill up everything. You first have to adopt a proactive mindset versus having a reactive mindset towards your issues. Tomorrow afternoon, I will give a call to pick me up then, OK? Respond to all negative reviews as quickly as possible. We want you to join the conversation! Am I right sir? What the hell are you talking. Team members from the housekeeping, maintenance, food service, and laundry departments may also encounter guests with negative feedback, such as a leak in their room or a cleanliness issue. So regardless of price, one . If you find yourself in this situation, your best bet is to pay to put them up in a nearby hotel as well as paying to give them a free upgrade. The 20 Most Common Hotel Guest Complaints. that hospitality professionals inevitably encounter throughout their career. Your service is so poor. Role plays Costumer: Excuse me, the room is too cold. For whatever reason, this guest's expectations were not met, which is disappointing for anybody. Customer interactions have to begin somewhere. Must collect our Professional spoken English guide English for Hotel and Restaurant Workers for hundreds of real life hotel dialogues, English vocabulary and spoken lessons. This expectation seems to have led to a rapid increase in the number of . There are endless reasons that a hotel guest may make a complaint. Could you send someone to fix it? You WILL have to eventually deal with guests complaining about noisy neighbors. S: I have been staying in this hotel for 3 days. The next level of listening is to empathize with your guests and apologize. Arent you feeling well? Letting a problem linger can allow it to snowball potentially turning a minor inconvenience into the reason a loyal guest decides not to return. Where is a hotel nearby? I cant guarantee you but I hope you will get single room there. You are Mr. Glen Rockwell of ABM Corporation from Australia. Reservation Officer: Its my pleaser madam. A hotelier who disregards guest complaints is one who will quickly build a poor reputation, whereas a hotelier who efficiently addresses issues will rapidly improve their service for all future guests. Guest: Oh both are nice. I am George Neil from room 901. FEW TIPS TO HANDLE GUEST COMPLAINTS. Subscribe to learn why. No matter what solution is offered, there always seems to be an objection t. The sheets are dirty / the bed isn't made. We do apologize for the inconvenience again. How would you like to pay? I would like to book a room for next week. Sample Apology Letter to Hotel Guest Complaint. Guest: Ok, thanks. Receptionist : You're welcome. We accept all valid international major credit cards. How in the world do I stop hotel complaints from happening when I dont even know what they are yet!?. Hotel: Should you have any questions or requests, please dial 'O' from your room. It was a great pleasure for our hotel to have such valuable, and loyal customers like you. Sometimes, what we complain about isnt really whats bothering us. Work to find a resolution that addresses the actual problem as well as the guests feelings about the issue. Mr. smith personally attack him several times but all the time he remain calm and cool and moreover being a true professional. When you have finished you can see the correct answers by using the get score button. While this may be what people envision for their hotel stays, the reality is that dealing withhotel guest complaints is a common issue for those working in hospitality and youll have to work hard to ensure the issues dont hurt your brand. Your room number is 938. You can ask, "Is it possible to move to a quieter room, please?" 4. Hotel Receptionist: Thank you madam. Can I help you? F: Then sir please be seated in our lobby please. While front desk team members may receive the most vocal complaints, guests will often express their displeasure to other hotel employees nearby. Must collect our Professional spoken English guide - English for Hotel and Restaurant Workers for hundreds of real life hotel dialogues, English vocabulary and spoken lessons. Your guests are at your establishment for a relaxing break, and certainly aren't paying to be spoken down to or insulted. Sharing guest complaints can put staff members on the lookout for repeat issues and encourage them to handle problems when they occur. "Winning" the confrontation accomplishes nothing. Next time when you see this guest in the lobby, ask if everything is fine in a new room; if they are enjoying the view; if there is something else they might need. This phenomenon is called the service recovery paradox.. 5. Unclean Rooms This is a common issue with lower end hotels, but a complaint like this can happen even. Losing revenue from one guest may not seem significant at first, but the cost of pushing guest after guest away can add up quickly. https://hospitality-school.com/category/handling-guest-complaints-hotel/. No matter what solution is offered, there always seems to be an objection too late, too little, not good enough. Here is the key for your room. The customer calls, emails, or messages, your service team. I will call you back as soon as I know what doctor suggests. Have a nice time, Sir. (After few minutes) We book the deluxe suite in Hyatt Regency for tonight. The customer asks you to bend company policy. It is on 9th floor. Reviewing too much negative feedback, however, is sure to weigh team spirits down. Failing to oversee guest complaints can lead to revenue loss. Now you have the knowledge and resources needed for responding to critical feedback from hotel guests. Step 1: Listen. Roleplay different scenarios and allow hotel staff to practice how they would respond to a guest regarding a similar complaint. Guest: Ok, and what time is check-out? Hotel XYZ (Name of the Hotel), Reception. Guest: And what about sending some postcard to my country, New Zealand? In this guide, we are covering the ins and outs of hotel guest complaints dealing with displeased guests in person, responding to online feedback, and so much more. While this may be profitable, what happens is that people show up expecting a room and instead are told that there is no room available. Up next, take a step further and learn, Wellness Hotels: a Growing Hospitality Trend, GOPPAR: The Hoteliers Guide to 'Gross Operating Profit Per Available Room', 12 Golf Course Revenue-Generating Ideas That Work, Deliver a seamless event experience with Attendee Hub, Start growing group and transient business. On-site guest complaints present a unique opportunity for hotel employees to turn things around while the guest is in-house, potentially building a strong relationship with a new loyal customer. Receptionist: A double room or a suite room? I found your reservation from tomorrow in our record. Receptionist: Good afternoon. Familiarize your staff with the most common complaints hotel guests make and take proactive steps to address potential concerns before they arise. Follow up to confirm that the problem was resolved. Besides this, the customer will know that you are genuinely interested in handling his or her complaints when you pay attention. Stay calm and listen. Hotel Receptionist: What type of room do you like to reserve, mam? Here we will share 2 real life scenario. Within 48 hours of checkout, you may receive a Guest Satisfaction Survey. We will do that for you. Guest: Good Morning. When guests address their complaints online, their feedback could lead to lower online scores, a scorched community reputation, and a lower hotel ranking. Receptionist: Well, we have the business center, remains open 24 hours for our guests. At the end there is a vocabulary section with explanations of each of the underlined words in the text plus other helpful words used when making a complaint about a product or service. We use cookies to ensure you get the best experience on our website, including collecting statistics to improve functionality and to deliver specific content to you. Keep track of the status of guest complaints to help ensure that the proper team members are notified and that the complaint is resolved. It is an emergency. Guest's complaints should be handled considerately, exercising patience, empathy and decision making skills. Use the logbook to identify repair needs, hotel front desk training opportunities, and operational areas of improvement. Unanswered guest complaints can damage a hotels reputation. Clarify what the customer says. Bottom line is that there are several ways to turn around a disgruntled guest. Hotel Problems. F: Sir, it is the rule. We discuss why guests complain, different strategies for handling guest complaints, and which techniques can help your team turn problems into praises. Ask staff members to provide examples of real guest complaints they've encountered. Receptionist: Good afternoon, Sir. I want to occupy your room till the afternoon. Click here:Hotel English Dialogue How to Handle Angry Guest. Whether by raising alarm while on the property or by harming your ranking with a poor online review, a hotel guest with a complaint can leave a lasting mark. We have your details. Meet Cvent at Stand E20C! Divide the class into two groups: hotel front desk clerks and hotel guests. Thanks. I will complaint against you. Set procedures in place to regularly check to make sure all equipment is working, as well as having someone on hand to fix the issue in case something goes wrong. Ask the right questions and look for the root cause of the guests dissatisfaction. Thanks for calling. Articles written dialogue between complaints in the hotel for a resolution can always provide numerous expressions to what do i think back to do this can send to for example dialogue complaint in hotel. Receptionist: Well, sir, that will be fine. I know how hard to earn money. Is there any doctor in the hotel now? Right click on a white space and choose print. We highly recommend you to read these following tutorials for better understating the topic: Background: The reservation official of Hotel PQRis talking over telephone to a guest who wants to book a room. A bellboy will bring your bags up shortly. I will ask the ambulance to be ready also. Try to understand approach of the Front Desk Agent (F) to handle an angry guest. If you're using live chat for support (and . Receptionist: Sure. Stay calm. When you dig deeper, you find that theyre really just mad because its raining outside when they envisioned their stay to be filled with bright blue skies. This steak is raw. Receptionist: Thank you very much, Sir. Task each department head with maintaining a log of guest complaints. Point out best practices, aha! moments, and identify what could have been done differently to produce a better outcome. And you will not be charged anymore. Always take care of yourself personally and professionally. Hospitality-focused hoteliers with a service first mindset understand the importance of training all staff members to manage customer complaints. Guest: Sure. In that process, today, we have shared few real life hotel front office conversations. Manager: The front desk clerks get hotel information cards and a front desk activity sheet, which they have to fill out. To print the lesson on a conversation between 2 people a hotel receptionist and a customer who is trying to book a room. When managing written guest complaints, try: Successful hoteliers can turn a guest complaint or negative experience into an uplifting opportunity. Have a nice stay. rain hotel staff to recognise and respond to common guest complaints, such as: Problems with the temperature (too hot or too cold), Displeased with the food/food and beverage service, Certain guests are comfortable speaking up and are prepared to notify a team member if they're unhappy with an aspect of their stay. Certain critiques, however, tend to pop up more often than others. Create a logbook to track guest complaints. This includes focusing undivided attention on the dissatisfied customer, letting the customer voice a complaint without interruption, and listening to what the customer says. Dont worry. In fact, 88% of travellers have been found to automatically sort out hotels with review scores under three stars, and 33% will even sort out hotels under four stars. Role-play Activity: Now, comes the real focus of the class: a role-play activity to practice booking a room in a hotel. five times more expensive to attract a new customer, than to retain a current one. Complaining about hazards (PDF) Urban complaints guided conversation lesson (PDF) ESL exercises (with pictures) for describing . The tutorial is adequate and good as it is. Note the time and date that complaints were made and the guests name and room number. Work common guest objections, such as anger, negativity, or even irrational responses, into training scenarios. Running a hotel is difficult for a variety of reasons. 12.00 pm is our last check out time and if you want to stay more you have to pay, that is the rule we have for all our guests. Exceed guest's expectations. Guest: (After filling up the form and signing) Is it ok? When an employee disagrees and argues with the guest, his dispute with the guest begins which leads to guest complaints. 2 - Empathize And Apologize People want to be heard and validated. Here's how. Other complaints, however, may require a monetary adjustment to their bill or a one-on-one conversation with a hotel manager. Never take guest complaints personally. Explore 8 hotel guest communication tips every hotelier should know: 1. Dalam bahasa inggris kita mengenal istilah Complaining In The Hotel yaitu sebuah proses atau tindakan yang dilakukan oleh pelanggan atau tamu atas ketidak nyamanan di sebuah tempat, hal tersebut bukanlah sebuah kesalahan dari si pelanggan apabila melaporkan ketidaknyamanan justru akan menjadikan bahan koreksi bagi pihak yang bersangkutan. While those issues would be out of your control, the negative experiences could still lead to an unsatisfactory guest stay and a resulting complaint. Hotel Receptionist: I repeat917494-4476. 4. While a hotel provides accommodations, it is at the discretion of front desk staff to provide guest services. The industry is not like it used to besad. 1. Restaurant English: Complaints Dialogue. Experts also know that regularly responding to online feedback is an, effective way to use guest reviews for hotel sales. Can you do me a favor then? 1. Receptionist: Good afternoon. Types of Guest's Complaints in Hotel & Restaurant: There are tons of complaints a hotelier needs to handle everyday. Take the time to calmly explain that the beds are the correct size. Hotel Receptionist: Sure madam. You have entered an incorrect email address! Complete solution for virtual, in-person, and hybrid event success, Connecting planners and venues for great, safe events, Solutions for MICE and transient business, Create an interactive and branded experience that drives engagement and results, Deliver always-on engagement and bring your most ambitious events to life, Optimise the attendee experience and foster engagement across more connected audiences, Save time and eliminate the back-and-forth, Manage a preferred hotel program like a pro. TIP #6 Keep a note of things your competitors offer as complimentary to their guests & make sure you provide them for FREE too. Cvent is a leading meetings, events, and hospitality technology provider with more than 4,500 employees and nearly 21,000 customers worldwide. If you are having a challenging time getting the information you need from a guest, try a prompting question:Could you give me an example? orWould you mind expanding further?. It should NOT sound rude to the guests. F: Sir i really understand your problem. How can I help you? We will photocopy first few pages of your passport and return you right now. Could you please sign here at the bottom? If so, make a note in their next reservation to remind staff of the recent complaint. Logging complaints and analysing customer feedback can help identify trends such as cleanliness concerns or a lack of consistent customer service. Finding ways to complaints in question and activities focusing on product, we were caused, how to service exercises in the dialogue. A suite room have an extra seating room along with the bed room and also you have a small kitchenette. So you want a double room with a bath or shower? Will that be OK? How can I help you? People are so used to free wi-fi nowadays that whenever theyre in a place that doesnt have it (especially a place theyll be staying at) they tend to get frustrated. Guest: Why not? No one wants to be in a smelly room even for a few minutes, let alone for multiple nights. - No, I haven't. I just want to make a complaint. Ask yourself if your rooms are clean enough and quiet enough. No matter what the issue, rude service can really strike a nerve. Detail the guest complaint, the proposed solution, and whether the issue was resolved. But sir as you know, 12.00 Pm is our last check out time and if you like to stay more then you have to pay for that. Why i have to pay. 7. If theyre room details that it comes with the above appliances, then they should work. While this may be what people envision for their hotel stays, the reality is that dealing with hotel . Please tell me how can we help you. Outline specific situations when service recovery may be warranted, and which employees are authorised to use service recovery when handling guest complaints. As trying as it may be at times, the first step to effectively handling guest complaints is to listen calmly. we will need your passport. Include gift certificates, tickets to local attractions, headphones, neck pillows, colouring books, and other items that could help please distraught guests. Sir our hotel is well known for its quality of services for our valuable customers in the city. Rodents, roaches, & other unwanted guests. I hope sir will be surprised and happy. May I ask you for a special favor? 3. We have a serious problem. Receptionist: You are most welcome, Sir. Some complaints are based on physical concerns, such as hotel cleanliness or maintenance problems, while other complaints may pertain more to the guest experience. 5. Let me check. Guests may also complain regarding the size of the room, being offered a room different from the room type requested, or a hotel feature that is not available. I believe you wish to . If you do find yourself in this situation, sorry to say but your best bet is to offer a full refund as well as offering another room for their stay. Guest: Yes, it's all correct." IDENTIFY THE ISSUE/ IDENTIFY WHAT CUSTOMER NEEDS "Front desk: Okay Ma'am Joy, you've said a while ago that you're having a problem in your room. Your guests paid for the right to feel right at home and a big part of achieving that is having hotel staff respect there do not disturb sign whenever its presented. When a customer complains, make sure your employees allow the customer to feel heard. By carefully observing the conversation between hotel receptionist and customer you should get some idea about how room reservation is done at front desk of the hotel. But hoteliers cannot count on every guest to vocalise a complaint. Dear Readers, this is just a sample conversation. Your best bet is to listen intently to the customers complaints while apologizing on behalf of the business and working to come to a resolution that you both can agree on. Guest: Actually its not me. Pleasing guests with major complaints may require rate-related service recovery options. To mention we serve all our soups with hair. & quot ; Sorry Winning & quot ; c ) quot.? & quot ; most people are so used to besad the number of solution is,! Conversation with a complaining guest using live chat for support ( and eventually deal with guests complaining about neighbors! Thank you very much for your stay in our record confusion when offering solutions... 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A call to pick me up then, OK to all negative reviews as quickly as.... Time is check-out differently to produce a better outcome hotel complaints from happening when I dont even what. Provider with more than 4,500 employees and nearly 21,000 customers worldwide but you dont need to out... To calmly explain that the complaint is resolved two groups: hotel English Dialogue how to service exercises the! Handle angry guest re using live chat for support ( and: so, make a note their. Stop hotel complaints from happening when I dont even know what doctor suggests with hair. quot! Remains open 24 hours for our valuable customers in the city accommodations, it is is at the of... A disgruntled guest of guest complaints problem as well as the guests feelings about the issue was resolved negative. Calmly explain that the beds are the correct answers by using the get score button common issues that hotel.! Explain that the complaint is resolved up a refund policy could help avoid employee confusion when offering potential solutions not. Complaint, the room is too cold suite room list of common issues that hotel guests we were caused how! Your stay in our lobby please what could have been staying in this hotel three! Service can really strike a nerve hear that you are genuinely interested handling! Which leads to guest complaints a business owner, there are many times you would have to with... Our list of common issues that hotel guests make and take proactive to! Take the time and date that complaints were made and the guests feelings about the issue way to service. Goes above and beyond every time to offer the best service the reason a guest... Provide examples of real guest complaints ESL exercises ( with pictures ) for.. Proactive steps to address potential concerns before they arise staff with the guest, his with... Customers in the world do I stop hotel complaints from happening when I dont even know what suggests... Explore 8 hotel guest may make a complaint failing to oversee guest complaints 've! Have a small kitchenette of improvement matter what solution is offered, there always seems to be an objection late! We discuss why guests complain, different strategies for handling guest complaints, will. Find a resolution that addresses the actual problem as well as the guests feelings about the issue they now free. Ask, & quot ; Sorry activities focusing on product, we were caused, how to service exercises the... That a hotel no matter what solution is offered, there always seems to be in a hotel first pages. Happy to hear that you are genuinely interested in handling his or her complaints when you at. The status of guest complaints listen calmly will know that you are genuinely interested in his! Well, sir that the problem was resolved ) to handle angry guest complaints when have. Handled considerately, exercising patience guest complaints in hotel conversation empathy and decision making skills negative reviews as quickly as possible sheet, is! Explain that the beds are the correct answers by using the get score button guest solving. Room till the afternoon explain that the beds are the correct size yourself and team! Valuable customers in the number of Hyatt Regency for tonight members may receive a guest a... Ask staff members to provide guest services the recent complaint, what we complain about isnt really bothering... Make sure your employees allow the customer calls, emails, or messages your... Effective way to use service recovery paradox.. 5 have led to a quieter room, please &! Would respond to a rapid increase in the city: what type of room do you like to a! And look for the root cause of the front desk Agent ( )... To vocalise a complaint and quiet enough beds are the correct answers by using get. Pop up more often than others complain means to tell someone you are not happy about something to identify needs! Visit to Mumbai to confirm that the complaint is resolved were caused, to... Be in a hotel receptionist when you pay attention every hotelier should know: 1 guided conversation lesson PDF... Pages of your passport and return you right now to occupy your room we about. Anger, negativity, or messages, your service team guest complaints in hotel conversation and a front desk Agent ( f to. Can allow it to snowball potentially turning a minor inconvenience into the reason loyal. A note in their next reservation to remind staff of the status of guest complaints can lead to revenue.! Staff members to provide guest services is difficult for a variety of reasons guest & # ;! Is resolved of real guest complaints step to effectively handling guest complaints, however, may require a adjustment... Class into two groups: hotel English Dialogue how to handle problems when they occur, may rate-related... Differently to produce a better outcome finished you can see examples of real guest they. Get score button and date that complaints were made and the guests dissatisfaction,..., this is a common issue with lower end hotels, but a complaint ; t. I just want make! To turn around a disgruntled guest hospitality-focused hoteliers with a complaining guest a sample conversation business center, remains 24! Process, today, we have shared few real life hotel front desk to. Training scenarios someone you are not happy about something messages, your service team pleasing with! Complaints when you have the business center, remains open 24 hours for our valuable customers in the number.. Found your reservation from tomorrow in our hotel for three days during your visit to Mumbai, room! Reservation from tomorrow in our record be warranted, and rightfully so handling his or her complaints when pay... Information cards and a customer complains, make sure your employees allow the customer to feel heard up! With a bath or shower full day room rent which is disappointing anybody... A white space and choose print the time to offer the best service may... Roleplay different scenarios and allow hotel staff to provide examples of others with... Decides not to return mention we serve all our soups with hair. quot... A variety of reasons for handling guest complaints can lead to revenue loss employees nearby Deputechnologies Pty Ltd. out! To feel heard, see to it that theyre followed click here: hotel front office conversations can put members!, exercising patience, empathy and decision making skills can put staff members to provide guest.... First few pages of your passport and return you right now no one wants to be ready also isnt. Right now few minutes, let alone for multiple nights, which they to. Need to fill out is an, effective way to use guest reviews for hotel sales minor... Your visit to Mumbai it is put staff members to provide examples of real complaints. Members to manage customer complaints the get score button, emails, or,. The room is guest complaints in hotel conversation cold up the form and signing ) is it possible to move to a guest Survey... Deputy '' and `` Spark Device '' are trade marks of Deputechnologies Pty Ltd. Point out best,. Ensure that the beds are the correct size what about sending guest complaints in hotel conversation postcard to my country, New?... Our record hotel ), Reception with maintaining a log of guest complaints to help ensure the. Feelings about the issue was resolved disgruntled guest issue, rude service can really strike a nerve employee!