There will be inevitable times when guests have a problem about something and will complain about it.
Sometimes the guests complaints will be justified, such as being brought the wrong order in a restaurant or
not getting the kind of room that was booked or being over charged for a service. Sometimes the
complaints will be unreasonable, such as a guest demanding an up graded room at no extra cost or
becoming anger over a short delay. Whether the problem or complaint is justified or not, it must be
handled with dispatch and professionalism.
The kinds of problems and complaints that hotel employees are likely to encounter are as varied
as the guests themselves. Look at a few of these examples.