The most common guest complaints. We tell you how to solve them
We always work hard so that our guests can have the best perception of our tourist accommodations, but we will not always have the best results, as there will always be a guest who does not agree with us or what we offer, but do not worry everything always has a solution. In this article we will mention the most common complaints from guests and their possible solutions.
The address is not well indicated or it was very confusing
That our accommodation is located in an accessible place is a super plus and a very important aspect that the guest takes into account when booking, therefore, we must be as accurate in our publications, indicate what are the ways you can take, if there is transport and most common accesses.
Another strategy to use is to place the photo of the map with the exact location on your website and if you want to go further you can take a picture of the facade of the accommodation.
Check-in and Check-out delays
This is a very important point for our guests, after a long trip, the least they want is to be in long lines or have to wait for a check-in that takes so long or can become tedious. Streamlining these processes is essential and even more so today, when contactless technology is advancing and being implemented in most tourist accommodations, you can automate it by a vacation rental & hotel guest app. To give a better perception to the guests of your accommodations do not hesitate:
- Implement a system where you can send the guest a simple link where he can check in from wherever he is, thus streamlining the process, avoiding unnecessary paperwork. Chekin can help you with this by our vacation rental & hotel guest app.
- Keep updated any extra consumption made by the guest. This way you will have all the information at hand to generate the check out quickly and without delay.
- Take notes about their likes and dislikes during their stay, and add this information to your database. This way, you will be able to give them a more personalized service when they return.
What is offered does not match the quality promised
Quality is the first thing that the guest sees, a comparison is always made between what was offered and what was delivered, if both things are not the same, the complaints start. Sometimes we forget that we must make constant checks of the rooms, check that the bed is still comfortable, that the sheets are of good quality, in short, that all the services are at the top of their quality.
Some tips we leave you so that this does not happen to you are the following:
- Make sure you have reminders to constantly check the quality of things in the room.
- Organize staff schedules to make sure everything is working properly.
- Organize dates and corresponding personnel to do the cleaning regularly.
Overbooking
If we do not have a correct control of the reservations these things can happen, if the guest arrives and there are no rooms available, it can be very serious for your reputation.
What can you do to avoid this?
- Using a good hotel management system, such as a STR & hotel guest app is fundamental, since it will allow you to synchronize the reservations that come to you from different channels in one place.
- Not only will you avoid overbookings or double bookings, but you won’t have to check each booking channel separately.
- You will be able to have a calendar with all bookings in one system.
These are the most frequent complaints and the most common mistakes we can make, but, as we said, everything has a solution, just follow these simple steps and you will see good results.
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