Dealing with complains...
By afternoontea
@afternoontea (1005)
Indonesia
August 26, 2007 8:28am CST
Sometimes I get so upset with the guest complaining about many things in the hotels. I understand that this is my jobs to dealing with some complains and I understand that people complaining because they want their holiday to be perfect. I will do the best I can to satisfy their request.
But sometimes they complain about the things that really makes me upset. Ok! I just received a very angry guest because the noisy sound of the waves... well this time I couldn't do nothing. How could I stop the waves??? The hotel I've worked is right on the beach and of course everybody can hear the sound of the waves, which is one of the reason they choose hotels on the beach..
This guest was so angry and even scold at me with rude words.. I really really wanted to offer a solution to move to another hotel, which I cannot do because it is quite rude.. So instead I offered an ear plug.. He still not happy..
What would you do if you were me? This kind of complain I could not deal with. Even once a guest complaining about bird chirping in the morning.. hhhh...
4 people like this
11 responses
@krishkorp (427)
• India
26 Aug 07
I would suggest him to get himself checked with a psychiatrist or the doc and would eve n go much further and say that the fees would be on me.What else can u do for such a customer .What can u do about it?.If thats bothering him seriously there is something wrong with that guest.
1 person likes this
@afternoontea (1005)
• Indonesia
6 Sep 07
Oh yeah, and they are so mean too, complaining and are so rude, makes me scared..
@krishkorp (427)
• India
26 Aug 07
I would suggest him to a psychiatrist and would say the fees of the psychiatrist was on me.what say?;)
1 person likes this
@afternoontea (1005)
• Indonesia
6 Sep 07
hahaha... LOL that's funny... I will soon bancrupt whenever I have to suggest my guests like that.. : P
@cdparazo (5765)
• Philippines
26 Aug 07
Don't let it rile you so much because you would just get white hairs at such a young age. Those customers are unhappy about something and it takes really a lot patience to attend to them. Some hotels even have people who really spent time being trained and learning more about customer service. Don't let any emotion come in. It is one thing that you should do because if not, you would end up too stressed and become unhappy with your job. Just aim to please your customers and the rest will follow.
1 person likes this
@mrsbrian (1949)
• United States
26 Aug 07
Wonder why a person would choose a hotel by the water if they didnt like the sound?I do agree there was nothing you could do about the noise,but maby offer him a room on the other side of the hotel awa from the water.Some people are not happy unless they have something to complain about expecially away from home. I guess I would have maby siggested turning on the t.v or radio. Dont let it get to you just try your best thats all you can be expected to do.
1 person likes this
@afternoontea (1005)
• Indonesia
6 Sep 07
Yup, I agree with you too.. I can deal with any complain that is real, I mean like if the aircon is not working or hot water is not running or whatever that is our fault or hotel's fault.. But if complaining about nature's sound or complaining about rain...mmmpphhh...I give up.. they should complain to God..
@sweetberry (25)
• Indonesia
26 Aug 07
I am working in a hotel too and sometimes I feel like complain like this are too ridiculous. Maybe they choose the wrong hotel or some guest are taking advance and trying to get some compensation..
1 person likes this
@afternoontea (1005)
• Indonesia
6 Sep 07
That's what I thought too.. because some of my guest later calm down very fast when they get a complimentary night or something from my manager..
@bluishrose (2289)
• Philippines
26 Aug 07
Try suggesting to managers to come up with a room that's sound proof, it doesnt let any noise come in from outside. There are really some people who doesnt like the sound of nature and the reason they check-in at hotels is to have some rest. Or maybe try putting him in a room at the top of the hotel or anywhere where there is less noise. Suggest to put some soothing music in his room to avoid hearing the waves.
1 person likes this
@afternoontea (1005)
• Indonesia
6 Sep 07
Thank you for your response.. My manager have gave him a one night complimentary and that makes him very happy.., they dont mind to hear the waves sound again all night after complaining and get what they want, a free night... We could not make our room sound proof as other guest will be complain again because they could not hear the bird singing in the morning...
@Geminigirl (1909)
• United States
27 Aug 07
Try not to let these people get you down.There are some people who will complain about anything, it is almost as if they like to complain. I mean complaining about beach waves and birds singing? That is just insane! It's complaining about some of the most beautiful sounds you can hear, and I do not understand it. Just do your best to stay calm and don't let them get you upset. Move them to another room, and just deal with it the best way you can without losing your cool. Then hopefully there will be some nicer people to come along and make up for the bad ones!
@afternoontea (1005)
• Indonesia
9 Sep 07
Yes..that's true.. I don't understand as well why complaining about that beautiful sound of nature.. But nevermind, you are right, luckilly most of my guests here are happy with that sound and they are nice too, makes my day more nicer.. Thank you, Gemini
@rsa101 (37929)
• Philippines
27 Aug 07
Yeah maybe just make fun of the experiences you have in your work. Such a weird customers you encounter indeed. LOL! Well I think the best that you could do in there is try to be composed all the time you are with them. You are quite witty enough offering them some ear plugs but they are indeed impossible to please huh. Another thing is explain to them that that is exactly what the place offers "nature" and chirping of the birds and rolling waves are just part of the hotel and the hotel cannot stop or do anything about it. Or maybe you could suggest to your manager building a sound proofed room so that you could satisfy those customers demands LOL!
@afternoontea (1005)
• Indonesia
9 Sep 07
Yeah, after I read all the response here, I realize I have a fun and weird experience with the customer. That makes my experience grow anyway..But it's allright I can laugh at it now...LOL..
@sefnopre29 (143)
• Philippines
27 Aug 07
it is your job to receive and answer complains and it is part of the job. they may sound ridiculous but you should not think about it or be affected by it. what i learned from that job before was to let them in your ear and let them go out of your other ear. and you know what the customer will be the one affected if you answer smiling and never show that you are affected. indeed patience is virtue...good luck to your job.
@afternoontea (1005)
• Indonesia
9 Sep 07
I've been trained to do it as well when dealing with complain, still on the way when it is happened and the guest are so rude, keep saying all the bad words, makes me feel sad. I dont want to be affected by that but I guess I have to learn much from this kind of experience and hopefully will makes me more patience in the future.. Anyway thanks for your suggestion and courage, I appreciate..
@sictstarsky (66)
• China
27 Aug 07
I can understand your situation.Don't upset with this thing ,just take them as a joke,and consider the rude customers as a small kid or fool.
@afternoontea (1005)
• Indonesia
9 Sep 07
Yeah.. I think I'll do it next time if I have another guest complained like that.. So that I still can keep smile while handling it..
@sarwono_mandiri (67)
• Indonesia
27 Aug 07
Hi afternoontea...you see like a beautiful girl..i think you have a problem about hotel at beach. i think you must be have a much money and have a more friend to make you happines..i hope it's true..thanks
@afternoontea (1005)
• Indonesia
9 Sep 07
Thanks Sarwono...
Yes, indeed I am happy now.. I have lots of friends that makes me happy, including my friends here at mylot that support me too.. I have the most beautiful workplace on the beach, evethough things like this sometimes happen (hopefully no more), but that's life isn it, I am now smiling again as I ussualy do... Cheers.. good luck to you too..
