Dealing with Guest Complaints

About the Case

Trevor Bennett, a 33-year-old financial analyst, discovers bed bugs in his Cleveland hotel room. Distressed, he reports the issue to the hotel manager, voicing concerns about cleanliness and potential health risks.

As the hotel manager, you must address Trevor’s concerns promptly, resolve the issue efficiently, and restore his confidence in the hotel.

Learning Objectives:

Attentively reading and acknowledging the guest’s complaint about bed bugs
Expressing genuine concern and understanding for the guest’s distress
Offering a sincere apology and assuring the guest their concerns are taken seriously
Proposing a quick solution, like a room change and immediate pest control
Reassuring the guest that the situation will be resolved promptly for their comfort and safety

Skills Assessed

Active Listening
Empathy
Apology
Problem-Solving
Reassurance

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Dealing with Guest Complaints

Character’s Role

Guest

User’s Role

Hotel Manager

Scenario Location

Hotel Hall

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No technical knowledge required.