Handling Guest Complaints

An Expression of Grief, Pain and Dissatisfaction.

• Anxiety

• Affliction

• Complaint

• Vexation

Guest complaints are often a sign that there's a ________.

• Disconnect

• Agreement

• Argument

• Miscommunication

• Discussion

Common Hotel Guest Complaints

• Service Related Complaints

• All of the Above

• Food and Beverage Complaints

• Corporate Complaints

Main Areas for Locating Guest Complaints

• News Sites

• Third-Party Booking Sites

• Incident Reports

• TripAdvisor

The leading travel research platform based from the opinions of members on destinations, accommodations, restaurants and activities throughout the world.

Top Third-Party Booking Sites​ ​are:

• Trivago

• Expedia

• Agoda

• Hotels.com

• Booking.com

Revenue loss and Negative Online Reviews are effects of ______

• Excellent Service

• Mishandled Guest Complaints

• Satisfactory Feedback

• None of the Above

A method to solve any issue and defuse even the most irate of customers.

What does LEAP stand for?

• Lead, Empower, Ascend, Prepare

• Listen, Empathize, Apologize, Problem-solve

• Listen, Engage, Accept, Provide

• Learn, Execute, Acknowledge, Plan

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