When a guest raises concerns about room cleanliness, your response can make or break their experience. Here’s how to handle it effectively:

• Listen actively: Show genuine interest by maintaining eye contact and nodding as they explain their issue.

• Apologize sincerely: Offer a heartfelt apology for their inconvenience, ensuring it feels personal and not scripted.

• Take immediate action: Assure them that you’ll address the issue promptly and follow up to confirm their satisfaction.

How do you handle guest complaints in your hospitality role? Share your experiences.