Your resort's ambiance is criticized by a guest. How can you address their dissatisfaction effectively?

If a guest criticizes your resort's ambiance, respond promptly with empathy and a commitment to improvement. You Start by thanking them for their feedback and expressing sincere regret that their experience didn't meet expectations. Assure them that their comfort and satisfaction are your top priorities. Explain that you value their input and will use it to enhance the ambiance for all guests. Offer a gesture of goodwill, such as a complimentary service or a discount on a future stay, to demonstrate your dedication to their happiness and to encourage them to return and see the improvements. This approach demonstrates your dedication to providing an exceptional guest experience and your willingness to improve based on their input.

Addressing any grievance begins with attentive listening. When a guest expresses dissatisfaction with your resort's atmosphere, it's crucial to fully understand their perspective with genuine empathy. Demonstrating that you acknowledge their concerns and take them seriously is vital. This approach not only helps to defuse tension but also makes the guest feel valued. The objective is to collect comprehensive details to grasp the root cause of their dissatisfaction and provide assurance that their feedback is appreciated.

Sea cual sea la situación, frente a un huésped disconforme, debemos escuchar con empatía y entender el problema para poder darle la solución que corresponde o levantarlo al área responsable. No bajarle el perfil al reclamo, ya que el cliente o huésped esta en su derecho de sentir su molestia de forma propia y única.

It's so cliche but the only bad feedback is no feedback. Most guests just want to be heard. They want to know that someone values their opinion( No different than your staff). My ears bleed from hearing managers say "they just wanted something for free". Hear them out. As long as it takes. That doesn't mean listen to respond. Put yourself in their position. Is the music too loud for conversation, are the lights to dim for some to see, did the bathroom look like a truckstop in West Texas? Be honest with the guest. Don't make promises you can't keep. Your name may be over the door, but that guest paid to have it engraved. Look for patterns. Take reviews seriously. Don't blown past them. Take time to personally address each review.

90% of the times when a guest has a complaint, they just want to be heard out and taken seriously. Having great listening skills is an excellent way to ensure the guest does not get offended. We all have different tastes and preferences, and the guest in concern might just not like your aesthetic choices. Personally, a solution to this specific problem would be to understand the guests individual preferences and enhance their experience by making an itenary for them to truly interact with your hotel in a way they would enjoy it. This would lead to - A - The guest knows you care for their needs B - You build a story which the guest can share with their friends C - The solution didnt require any massive changes to the hotel.

Listening is a crucial part of addressing dissatisfaction, as is understanding the guest's preferences. While our resort aims to cater to a wide range of needs and desires, it may not always meet the expectations of every individual. By learning about a guest's specific preferences, we can personalize their stay within their own space or during certain sessions in the resort environment. If the overall quality of the resort is not in question, the best approach is to listen attentively and work towards improving the guest's experience based on their unique preferences.