Handling guest complaints about amenities well

Treat the complaint as information

Most amenity complaints are small and fixable within minutes. They are also the clearest information you have about how your amenity programme works in practice. Train staff to receive them without defensiveness: the guest is not attacking the hotel; they are describing their experience.

Aim for a response within a set time, such as ten minutes for a replacement item and a call back within the same day for anything that needs checking.

Decide who is allowed to fix what without asking. A front desk agent who can send a replacement without approval handles the problem faster than one who must find a manager.

The four steps: listen, fix, record, follow up

1. Listen to the full account without interrupting.
2. Fix what can be fixed at once: replace the item, change the room, send an attendant.
3. Record the room, product, batch if known, time and what was done.
4. Follow up with the guest later to check they are satisfied.

Write these on a laminated card for the front desk and housekeeping.

For example, a guest calls to say the conditioner bottle is empty. The agent apologises, sends a full bottle with an attendant who also checks the shampoo and lotion, logs the room and product, and calls the next morning to ask if all is well. The whole thing takes a few minutes and costs less than the bottle.

Words that help

Plain, human wording works best. For example: 'I am sorry about that. I will bring a replacement to your room within ten minutes, and I will check the rest of your bathroom while I am there.' Avoid blaming a colleague, explaining at length or offering reasons the guest did not ask for. If you cannot fix something, say so honestly and offer an alternative.

Avoid phrases such as 'that is not usual' or 'no one else has complained'. They may be true, but they sound like denial. A simple apology and a fix always works better.

Common types of complaint and quick fixes

• Empty or missing item: replace at once, check the replenishment routine for the room.
• Jammed or leaking pump: replace the unit, keep the faulty one for the supplier to examine.
• Scent too strong or unpleasant: offer unscented or alternative products, ventilate the room, and ask what the guest noticed.
• Skin reaction concern: respond with care, do not give medical advice, offer fragrance-free products, record the product, and tell management. See also our note on sensitivities in hotel fragrance.
• Poor quality feel: thank the guest, replace, and log it for review.

Scent complaints can be especially subjective. Ask what the guest noticed and when, then respond without arguing. A guest who finds a scent too strong is describing a real experience, even if others like it.

Keep the evidence

When a product seems faulty, keep the item sealed in a bag with the room number and date. Photograph it, note the batch code and send the details to your supplier promptly. A good supplier will investigate and tell you what they found. The procedure for returns and batch checks should be agreed in advance; ask about it before you place an order. For dispensers, check if the fault is the unit or the refill; see refill systems.

Agree in advance with your supplier how complaints are handled: who to call, what information they need, how fast they respond and what happens to a faulty batch. If you can, add the terms in writing to your purchase agreement.

Look for patterns

Each month, list complaints by type, room and product. If three come from the same batch or the same floor, act. For example, a spike in pump jams might point to a refill that has thickened in storage, or to a pump that does not suit the product. Keep a short log of actions and their results.

Share the findings with housekeeping and purchasing; do not file them away. Staff who see their reports lead to change report more.

Include a quarterly look at the whole supply chain: storage, handling, refill procedure, dispenser cleaning. Often the cause of a recurring complaint is a step in the hotel, not the product itself.

Close the loop with the guest

A brief follow-up, in person or by message, shows the complaint was taken seriously. Do not ask the guest to rate the fix; simply ask if everything is now as it should be. Thank them for telling you. If you are reviewing products after a recurring issue, request samples of alternatives and compare them with the item that gave trouble.

Questions on this topic

Keep reading

• The bathroom details guests mention in reviews
• The first ten seconds of a hotel bathroom
• Do better amenities bring guests back?
• Amenities for long-stay and extended-stay guests
• How to stock an Airbnb bathroom
• Hospital and clinic bathroom amenities: what to consider
• Gym locker room amenities: a practical checklist

Looking for supply? See Hotels & resorts, browse the product range or request samples.