complaintsandclaimsmanagement

Even in the best establishments, problems can arise.

A complaint is an opportunity for improvement and its correct handling can, paradoxically, build loyalty among a dissatisfied customer.

The difference between a well-handled complaint and a poorly-handled one lies in the staff's handling protocol.

Nature of Complaints and the Consumer Arbitration System

A complaint or claim is a tool that users have to express their discontent and report possible infringements of their rights as consumers.

Complaints in the housing area are usually related to poor room service, musty smells, dust, poor hygiene in the bathrooms, or worn bed linen and towels.

To resolve these disputes out of court, there is the Consumer Arbitration System, a procedure that is characterized by being fast, simple, voluntary, free, and binding for both parties.

However, there are still Excluded from this system are issues involving poisoning, injury, death, or evidence of a crime.

Staff Action Protocol for a Complaint

A complaint arises when there is a difference between what the guest expected and the experience they had at the accommodation.

When a guest expresses their dissatisfaction, the employee must follow a clear protocol:

• Avoid arguments at all costs.
• Show genuine interest and actively listen to the guest.
• Never offer something that cannot be delivered.
• Try to resolve the reason for the complaint as quickly and efficiently as possible.
• Apologize on behalf of the establishment and assure them that everything possible will be done to resolve the situation.

Practical Cases in the Housekeeping Area

The application of this protocol is clearer with examples.

If a guest complains that the towels are broken, the waitress should maintain eye contact, nod while the customer is speaking, and, above all, act as quickly as possible, stopping what she was doing to change the towels immediately.

If a customer complains about the noise of the vacuum cleaner in the hallway, the staff should apologize immediately and find a solution, such as waiting for the customer to leave or performing noisy tasks at times when it is less disruptive.

If a customer is angry because their room is not ready, let th