Hotel Industry Forums

With the growing popularity of the internet, "The Guest from Hell" has become more empowered to adversely affect the thousands of dollars hotels use in their promotions. I, as a young hotel manager, have employed some of the tactics explained here in the article and the guest does eventually back down and attempt to "leave it at that", but sites such as trip advisor makes it far more easier for them to develop a following. Potential guests will cautiously book your rooms and rather than try to enjoy their stay, will look out for things they have seen others complain of and then say "other people have complained about this". This standard of comping stays once a guest starts raising hell in the lobby only seeks to fuel their fire, it is the easiest way out. Is it truly worth it after they have succeeded in eroding the moral of your staff and possibly tainting your business' reputation? Then there are the ones who return yearly and complain EVERYTIME. Having your staff trying to remain a step ahead tends to catch up, as they find faults even when the elevator door tends to close 3 seconds slower than those they are accustomed to. I've tried the whole black listing approach, but they keep booking under friends and their companies. I guess they are here to "stay" as their aim I think is to add drama to the usually montonous day to day duties.

2006-11-28 Brian Gordon