what are the common problems of hotel

10 Common Hotel Problems and Solutions

More items

Full Answer

What are the most common complaints from hotel guests?

Problem: Crying babies, stag dos, returning from a night of drinking at 2am and rowing couples are just some of the noise dangers your beloved guests might have to endure. Loud noise is a common complaint from hotel goers, and is the last thing they want when coming to your establishment for a peaceful break.

How common are maintenance issues in hotel rooms?

—3% of guests encounter maintenance issues in their room (radiator breakdowns, air conditioner leaks, TV spoilt) —3% of guests encounter maintenance issues in their bathroom (sink clogged, pipes are dripping)

Why is it so difficult to run a hotel with guests?

This is troublesome for a variety of reasons. Your guests paid good money to stay at your hotel and getting some peace & quiet shouldn’t be too much to ask. In fact, it’s really the bare minimum of what’s expected of your hotel’s service.

What happens if there are no overnight guests allowed in hotels?

If your hotel says there are no overnight guests allowed, then that means there are no overnight guests allowed. Don’t let a guest feel like they can make you budge on the issue or can complain their way around it. This goes for all of your rules. They exist for a reason, see to it that they’re followed. 7. No free Wi-Fi

How do hotels deal with problems?

Handle in-person guest complaints in five steps:Stay calm and listen.Identify the type of guest to whom you are speaking.Find the real source of the complaint.Find and offer a solution.Follow up to confirm that the problem was resolved.Respond to all complaints as quickly as possible.More items...•

What are the most common complaints in hospitality?

What are the most common guest complaints in hotels?Poor Customer Service. One of the most commonly heard complaints is – poor or unsatisfying customer service. ... Dirty Rooms. ... Low Food Quality. ... Foul Smell. ... Unfriendly Staff. ... Malfunctioned or Damaged Electronics. ... Shortage of Complimentary Stuff.

What are the common problems in housekeeping?

10 Common Housekeeping Issues That Damage Hotel ProfitsLow quality furnishings.Broken lights.Damp patches.Hair in the bath or on the floor.Rubbish under the bed.Fingerprints on windows and mirrors.Not enough toiletries (paper roll, shampoo, conditioner, soap, etc)Dust.More items...•

What are the 6 main guest complaint categories in hotels?

Types of Common Guest Complaints in HotelsService Related Complaints. Are usually associated with the hotel service. ... Attitudinal Complaints. ... Mechanical Complaints. ... Unusual Complaints. ... Room Related Complaints. ... Complaints Due to Food and Beverage.

What are the common types of problems in the tourism or hospitality industry?

Major Issues Facing the Hospitality Industry in 2021Implementation of Technology. ... Reputation Management. ... Retaining and Attracting Employees. ... Environmentally Friendly Practices. ... Personalising Customers Experience. ... Loyalty Programs.

How do you deal with problem in housekeeping?

How Do You Deal With Problems In Housekeeping? Improve communication and target training. Cleaning tasks should be accurately scheduled and taken care of regularly. An inspection plan must be implemented regularly, so that KPIs can be tangible for each attendant.

How can hotels improve cleanliness?

Clean Guest RoomsStrip, inspect, and make the beds.Clean and sanitize every inch of the bathroom.Wipe off and sanitize surfaces and items like light switches.Replenish essentials, such as linens, personal care products, and beverage glasses.Remove trash.Vacuum the carpet and treat all stains or spots.More items...

What are the main housekeeping problems at the Rockstone?

What are the main housekeeping problems at the Rock Stone? Staff members have more than one role. Cleaning staff are not always managing to clean guest rooms. Some rooms are book when they are currently booked.

What is the most common customer complaints in the restaurant?

The common restaurant complaints list includes:Food and beverages served at incorrect temperatures.Order mix-ups.Perceived poor value/overpricing.Rude servers.Long waits for seating/service.Inaccurate check calculation.Untidiness.Poor positioning.

What do you think is top complaint in the hospitality and tourism service industry?

“Unclean room” Uncleanliness is one of the top customer gripes when it comes to hotel stays. While the quality of work of your housekeeping staff should be regularly monitored, sometimes this complaint stems from work-scheduling miscommunications and consequent delays in servicing rooms.

What is the most common guest complaint in the food service industry?

Lack of cleanliness and other safety concerns That is why a large majority of the most common restaurant complaints are related to the food utensils or the table not being clean, the bathrooms not being properly disinfected, and so on.

What are the 5 categories of problems with respect to guest complaints?

5 of the Most Common Types of Customer Complaints, and How to Handle ThemThe Meek Customer. The Meek Customer will avoid submitting a complaint because he or she doesn't want to be a pain or believes you don't care. ... The Aggressive Customer. ... The High Roller Customer. ... The Rip-Off Customer. ... The Chronic Complainer Customer.

How to prevent loudness in a hotel?

Solution: Although it isn’t necessarily your fault, the responsibility still falls on your shoulders. You can help prevent loudness by setting a noise curfew which may deter noisy guests.

What is the problem with a member of staff?

Problem: A member of staff is caught on a bad day and snaps at one of your guests. Or, perhaps one of your team members has a consistently bad attitude that is raking up the bad reviews.

What to do if your room is too hot?

If your guests have arrived and complain the room is far too hot already, transfer them to a room that hasn’t had the heating on. Or, perhaps offer them a free drink in the bar whilst the air con is left on too cool the room down.

What to do if you want to avoid keeping up with interior design trends?

Solution: If you want to avoid keeping up with interior design trends and constantly re-decorating, opt for neutral tones and simple design options.

Can't find reservation on hotel?

There have been times that people have shown up at their hotel only to be told by the staff that their reservation can't be found, which is the last thing anyone wants to hear after a long trip. To try and minimize issues when this happens, make sure you print your booking confirmation. That way you have proof, and can get a room booked at the price you paid if all else fails and they truly can't find it.

How many rooms are there in a room when you promised five?

Sometimes, you'll book a room for the whole family and there will be four spaces for sleeping when you promised five. Or you'll have a double bed when promised two twins, and you're staying with someone where it's not possible to share a bed.

Is staying in a hotel relaxing?

Staying in a hotel can be relaxing, but sometimes, there are unforeseen problems. Here's how to solve them if they arise! When you're going on vacation (or to visit family, or even on a business trip), hotels are supposed to be relaxing. On hotel websites and promotional material, you'll see establishments try hard to promote themselves as ...

Do hotels have shuttles?

If your hotel is far away from the places you want to visit, they may have shuttles, especially to the airport. The best solution to this (aside from research beforehand and planning your trip) is to ask the concierge or front desk. They'll usually be knowledge about the surrounding area and best ways to get around whether there are shuttles, taxis, or a rental car place close by.

Is booking a hotel always fool proof?

Bookings rely on technology, which isn't always fool-proof. They also have to account for human error when it comes to setting everything up. Hopefully, you won't run into any problems during your next hotel stay but if you do — these are the most common problems, as well as how you solve them.

Can you get a room booked at the price you paid?

That way you have proof, and can get a room booked at the price you paid if all else fails and they truly can't find it. This is most common also when hotels are booked through third parties. If possible and unless there's a significant price difference, try to book through the hotel's website.

Can you contact corporate about unfriendly staff?

Unfortunately, there's not much you can do about unfriendly staff in the moment, but you can contact corporate. Don't do this if someone was simply having a bad day — you might jeapordize their job over nothing, which is mean, to say the least.

Guest problem n°1: Not having easy access to information

Guests need to be informed of hotel measures and procedures well before their arrival. They should be given this information without having to seek it out themselves, and via the channel that suits them best.

Guest problem n°2: Having to repeat information that you have already shared

Confirming information is fine, but doing it multiple times is not. There is nothing more frustrating than having to fill out your details, ID, passport number, etc. upon arrival when you have already done this ahead of time.

Guest problem n°3: Being subjected to a badly-organised hotel

A forgotten request, poor communication between teams, contradictory information or even long delays in replies, all these situations frustrate guests who come to a hotel to relax.

About LoungeUp

LoungeUp is the leading European provider in Guest Relationship and Internal Operations Management software for tourist accommodation providers. The solution is designed to simplify and personalise the guest experience, whilst facilitating operational work, and also increasing the establishment's revenues and guest knowledge.

What are the issues with a hotel?

These problems can range from complaints regarding their attitude, not feeling like they’re doing everything they can, etc. This is a tricky area to maneuver because you don’t want to make the mistake of alienating your employees in an effort to please the customer, but you also want the customer to feel like their concerns are being heard.

Why is running a hotel so hard?

Running a hotel is difficult for a variety of reasons. There’s a ton of moving parts and no matter how hard you work, it seems like there’s always going to be a customer complaining about something. To ensure you and your staff are adequately prepared, revisit this list to ensure you’re aware of all common complaints.

Why do hotels overbook rooms?

In certain situations, hotels are in the practice of overbooking their rooms in an effort to maximize their profits. While this may be profitable, what happens is that people show up expecting a room and instead are told that there is no room available. To no surprise, this causes guests to be furious and demand an explanation as to why their rooms aren’t available.

What does it mean when a hotel says no overnight guests?

Customers not agreeing with hotel rules. If your hotel says there are no overnight guests allowed, then that means there are no overnight guests allowed. Don’t let a guest feel like they can make you budge on the issue or can complain their way around it. This goes for all of your rules.

How to resolve customer complaints?

Your best bet is to listen intently to the customers’ complaints while apologizing on behalf of the business and working to come to a resolution that you both can agree on. While this may lead you to have to offer free amenities on behalf of the organization, it’s still better than having the customer flood review sites with negative comments.

What happens if you book a room for one person?

When people book a room for one person. That means they should be the only ones staying there. So if they come across a roach, spider, or *shudders* rat, you can expect to have a very big complaint coming your way. If you do find yourself in this situation, sorry to say but your best bet is to offer a full refund as well as offering another room for their stay.

What to do when noisy neighbors are still guests?

Keep in mind that the noisy neighbors are still guests at your hotel and should be treated with appropriate respect. 2. No hot water. You get off your flight, finally get a car to take you to your hotel, and all you want to do is relax by taking a nice hot shower. You turn the water on and…it’s freezing.

1. Bad SEO

Search engine optimization is one of the most important marketing tactics a hotel should prioritize. Well-thought-out SEO can lead to more exposure, fewer dollars spent, better leads, and an overall higher-performing business.

2. Not knowing what planners want

Knowing what event planners want is of vital importance when it comes to maximizing business. However, this information often goes unnoticed or unheard, which can leave a disconnect between planners and venues. This is a negative for a variety of reasons, but the most obvious is this: Planners need venues and venues need planners.

3. Leaving negative first impressions

Cvent interviewed Henrik Jeppesen, owner of travel site Every Country in the World, about his thoughts on common hotel mistakes after staying in and reviewing over 1,000 luxury properties. For Jeppesen, first impressions play a big role, and that includes all of the senses.

4. Overpriced minibars

Jeppeson also said that minibars have been a universal problem in hotels across the world.

6. Disrespectful staff

As a former hotel manager for a small island property, Travis Blanchard of Splash Bytes learned a lot about common hotel mistakes. His takeaway? Staff can (understandably) grow tired over time and the demands of the industry make it challenging to show up with a smile every day.

7. Not being reachable

Cvent spoke to the founder of California travel website The Atlas Heart, Mimi McFadden, who said convenient customer support is often overlooked.

8. Not following up

McFadden also thinks that follow-up after issues are resolved is a key to a hotel’s success.

What percentage of complaints are slow?

Slow service is well down the list, encountered just about 10 percent of the time someone complains, which might be a testament to the efficacy of the system.

Can you control your own thermostat in a hotel?

It’s really surprising when you consider most hotels allow you to control your own thermostat. Then there’s the fact that there is nothing, and I mean nothing, like bundling up under the covers as you pump up the AC. (You have never slept so well.)

Can guests use the app?

Guests can also use the app, witnessing first hand when their request is being worked on and also getting the opportunity to chime in throughout the process.