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How would an hotel employee handle a guest's complaint about the delay of room cleaning?


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June 12, 2015 6:21AM

I'm not an expert in hospitality, but I'd start with the basics:

  1. Apologize for your delay, even if it wasn't your (personal) fault.
  2. Offer an explanation, but not as an excuse. "The hotel experienced a leaking pipe, which required extra time to clean up the guest's bathroom. I'm very sorry this delayed me in getting to your room."
  3. Ask if there is anything that needs attention immediately, before you do your regular duties.
  4. Ask if this is a good time now for you to do your clean-up.
  5. If the hotel has any 'make up' policies, like a complimentary gift or something, offer it.
  6. State that you will convey to the manager their complaint or concern.
  7. Be friendly, but quick as you work. Be thorough but efficient.
  8. Before you leave ask if they are satisfied; if there is anything else you can do.
  9. If the manager had anything else to offer, and you are delegated to tell the guest, return and offer the perk or gift or whatever it is.