You've encountered a VIP guest unhappy with their room. How can you turn their experience around?

I would listen to the guest's complaints and apologise for any inconvenience they may have encountered. Then immediately offer to upgrade their stay to a higher category or make a complimentary room change to one that better met their requirements. In addition, I would provide a complimentary amenity, such as a bottle of Wine or a late check-out, to demonstrate our appreciation for their business. I'd also ask if there's anything more (preferred food/cocktails) I can do to make their stay more comfortable, & make certain that the problem is thoroughly examined & resolved to avoid such instances in the future. By taking a proactive and personalised approach, I believe I can improve their experience and make them feel appreciated and happy.

Listen to why they are unhappy. Get to the root of the problem, ensuring all areas are covered (be mindful as there could be other issues why the client is unhappy) Show empathy and understand what will make them happy and what motivates them. Once these points are covered in detail can a solution be offered. Why change the room if that isn't going to motivate or make them happy? if room change has been agreed, all information must be cascaded to the hotel team. Ensuring offered solution is met and the recovery process can begin. Finally, get confirmation that they are happy upon check-out. Sometimes guests that leave unhappy can have a negative impact on guest satisfaction, social media platforms, word of mouth, and many other mediums.

Listen Actively and Empathize: Approach the guest with a warm, attentive attitude. Listen to their concerns without interrupting. Acknowledge their feelings and apologize sincerely for any inconvenience. Personalized Touch: Provide a personalized touch, such as a handwritten apology note, complimentary amenities (like a fruit basket, wine, or chocolates), or a special service like a spa treatment. Consider any preferences the guest might have (dietary restrictions, favorite beverages, etc.) and cater to them.

Whether a guest is a VIP or not, the procedure is the same. Every hotel is in the business of making their guests happy and I believe most try their best to do so as it is counterproductive otherwise. If a guest is unhappy with a room and we have a different option available, we usually offer them a choice. This does not happen in general, though, unless there is a concrete reason such as a temporarily malfunctioning cooling system or next door guests having loud discussions all night. Like all hotels, we also keep an eye out for guests simply wishing to complain so they can get more than what they have paid for. Once in a very long while, we do get guests booking the cheapest room and then finding every excuse to end up in a suite.

Take immediate action, first option is to change the room, than offer complimentary upgrade to the room if there’s a possibility, third, offer complimentary drinks or free use of amenities at your hotel, to show the guest your full commitment to give the guest the best experience.

The problem that makes them unhappy will determine the outcome of my solution. This aspect has been described already so no much to say. Listen attentively to their plight, take accountability and offer solutions. If it's room based problems offer room upgrade, where the suite is not available offer discount. If it's food related then offer complimentary meal and assign a top chef to look after their needs.

Sincere apology without blaming anybody. Having Understood what his real issue or challenge is, quickly offer alternatives and possible solutions to the VIP guest. It is important to note that you should say what you will do and also do what you say. therefore, be careful not to overpromise beyond your reach/power.

Al trasmitir un toque personal el huésped podrá recordar una interacción amena y cordial, sobre la imagen relacionada a la empresa hotelera.

Once the issue has been solved, just share a note of appreciation for raising their concerns including how their discomfort was properly taken care of.

It is in our best interest not to only meet those expectations of our VIP guests but to Exceed them. One way to achieve this is going extra mile to make their stay a memorable one. Be Proactive rather than Re-active. Anticipate ......

Do some research about their food preferences and ask the Chef to prepare something for the guest on the house. Surprise tokens of appreciation work wonders on the feelings of us all.

Consistency is what transforms average into excellence. Without consistency, you will never achieve great success especially in this industry. It is important to consciously maintain consistent service excellence at all points.