Anthony Melchiorri, hotel fixer and host of Travel Channel’s Hotel Impossible, loves dishing out advice. From sharing best practices to tackling operational issues, he’s here to answer your questions.
Is the customer really always right?
The answer is no. Ten times, no! The problem is we’ve been conditioned to think that simply because a guest says or does something, that’s the final word. After all, he’s a guest.
Granted, we are in a “people” business, which means that our profession is based on taking care of guests even when they make outrageous demands. But what may seem outrageous to us, might be something very important to our guest.
I may not agree that my hotel should pay for a guest’s $300 mankini because he claims he lost some color in my hot tub. Or why, because a guest heard a noise at 2 a.m. and became fearful that someone was coming into his room—even though he used the towels, watched TV, and didn’t call the desk to express any fears—I should comp his three-day stay.
My advice is don’t argue with the guest. That only makes the situation worse. The best thing you can do is make your guest feel that you are on his side. No, you don’t have to comp his entire stay or even at all. You need to find the root cause of his problem and then come up with a creative solution.
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