Top Hotel Guests Complaints – And How to Stop Them!

If there is one principle we focused on when creating our hospitality package tracking software it is that in the hotel business, guest experience is everything. Sure, low room rates or fancy amenities might get them through the door, but a poor experience, like the front desk having lost their packages, will having them running out, never to return. Below are the top reasons hotel guests around the world report having a poor experience in hotels, and how you can make sure that your guests won’t have the same complaints.

• Noise: Unnecessary noise was the top complaint found in ReviewPro’s study focusing on reviews during a 12-month period in 5,683 hotels in 20 international cities. Often noise is not the fault of your hotel, whether it is due to construction on the building next door or rowdy guests, but there are measures you can take to turn this guest experience around. Ensure that your staff is promptly responsive to all guest noise complaints, apologizing for any disturbances and addressing any loud guests immediately. You can also install “noise meters” in each room that will alert guests when they are getting too loud.
• Smells: Though “smells” are often thought of as off-putting odors, they are often strong chemical smells from cleaning products. Switch to gentle green and/or non-scented cleaning products to keep guests’ noses happy!
• Air Conditioning & Heating Systems: Not being able to control the temperature in their room is a definite cause for guests’ frustration. Regular monitoring of and maintenance on these systems is a must!
• Mismanaged Packages: Last, but certainly not least, is mismanaged packages. Whether a package is delivered damaged, misplaced by your staff, or not delivered at all, your hotel takes the blame. Our comprehensive package tracking system helps you minimize guest package complaints. Not only does it serve as insurance proving that a package was indeed delivered in poor condition (or not delivered at all), but also allows you to send instantaneous notifications to your guests when their packages are logged in. This means that packages are picked up faster and guests are happier! Finally, the waypoints system of our package tracking software allows you to track each movement of guest packages within your hotel. Thus, you’ll never misplace a guest package again.

The first step in reducing guest complaints and improving their experience is identifying these weak points. Now that we’ve done so, you can take the next steps in resolving these issues in your hotel. Our advice: start with the package tracking system. Implementing package tracking software and training your staff on its use is an easy and cost effective way to improve your guests’ experience almost immediately!