Want to file a complaint? 9 tips from a hotel manager to help you be more effective

▲ Hotel front desk staff (Photo / Dazhi / Illustration)

By Rita

When you’re traveling in unfamiliar places, unexpected issues can easily arise. If something goes wrong at your accommodation and you feel your rights have been compromised, seeking compensation or improvement is important—and using the right tactics makes all the difference. A former hotel front desk manager shares advice on“how to complain effectively,”below are his 9 tips on what “to do” and what “not to do.”

1. Clearly state the problem
Provide details about when and where the issue occurred. The more information you give, the easier it is to identify the root of the problem. They may also seek assistance from other departments to check if something is malfunctioning.

2. Take note of the person’s name
If the issue involves another staff member, make sure to note their name or appearance so the front desk can follow up properly.

3. Follow-up actions
Sometimes front desk staff don’t know whether you’re satisfied with how they handled the situation. Before leaving the hotel, you can proactively inform them of the final outcome.

4. If things go badly, ask for the manager directly
If your complaint is being ignored, ask to speak to the supervisor directly. Tell them when you made the complaint and which front desk staff took the record.

5. Don’t look down on the front desk staff
Front desk staff are professionals who can assist you with many things, from booking rooms to tracking housekeeping progress.

6. Don’t bypass the front desk and go straight to the manager
Dealing with guest issues is the front desk’s job, and they will try to compensate you for any losses—whether it’s as small as a drink or as big as a premium bathrobe.

7. Don’t mock the front desk staff’s English
Different regions have different accents. Mocking their pronunciation only shows your own lack of class.

8. Don’t flaunt how rich you are
Arrogance won’t help your case or solve the problem.

9. Don’t ask for unreasonable freebies
If you’ve truly suffered a loss, it’s reasonable to request some compensation. But taking the opportunity to make excessive demands just shows you’re self-serving.

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