A complaint is a chance to put something right before the guest leaves. Good service recovery can turn an unhappy guest into one who comes back. Many hotels teach the LAST method, Listen, Apologise, Solve, Thank, and expect you to escalate when a problem is beyond your authority.
Why it matters
Guests who feel ignored often share their story in online reviews. Guests whose problem is solved kindly often remember the solution more than the problem.
Key ideas
Service recovery
The actions that fix the problem and restore trust, such as a room move, a repair or a gesture your hotel approves.
Empathy, not blame
Acknowledge the guest's feelings without blaming anyone. Say 'I understand how frustrating that is', not 'That's housekeeping's fault'.
Knowing when to escalate
Know what you can offer yourself, such as a room move, and what needs a manager, such as a refund.
Step by step
- 1
Listen to the whole complaint without interrupting.
- 2
Apologise sincerely, even if it was not your mistake.
- 3
Agree a solution and a realistic time with the guest.
- 4
Act at once or escalate to your supervisor.
- 5
Thank the guest, record the complaint and follow up later.
Do
- Move somewhere quieter if the guest is upset in the lobby.
- Take notes so the guest does not have to repeat themselves.
- Call the room later to check that all is well.
Common mistakes
- Don't argue or take the complaint personally.
- Don't offer refunds or free nights without authorisation.
- Don't promise a fix you cannot deliver on time.
The situation
At 10 pm, an angry guest says their room is next to a noisy lift and their request to move yesterday was ignored.
What a professional does
You let the guest finish, apologise that the request was missed and move them to a quieter room now, with a porter for the luggage. You log the complaint, inform the duty manager and call the guest the next morning.
Useful phrases
“I'm sorry this happened, and thank you for telling me.”
“Here's what I can do for you right now.”
Pro tip
Tell the guest what you will do and by when, then try to do it sooner.
Quick check
What do the letters in LAST stand for?
Think about it, then show the answer
Listen, Apologise, Solve, Thank.