What should you do if a guest is upset about their room?

• A. I would see if we could move them to another room, or find a way to make some magic for them while they stay there.
• B. Ignore the complaint.
• C. Blame the guest for the issue.
• D. Offer a monetary refund immediately.

Answer: (A)

Handling a guest’s room issue effectively means taking quick, proactive steps to restore their comfort and trust. The best approach is to assess what’s wrong and offer a concrete resolution right away. Moving the guest to another room, or finding a way to add a positive touch or magic while they stay, demonstrates you’re taking ownership of the problem and dedicated to improving their experience. This kind of responsive service shows you value the guest and are committed to making things right.

Ignoring the complaint, blaming the guest, or jumping to a refund without first trying a practical remedy falls short of that proactive, guest-centered approach. Refunding immediately can be appropriate in some cases, but it doesn’t inherently resolve the immediate discomfort or demonstrate you’re actively solving the issue. The emphasis is on delivering a tangible fix and then addressing any further compensation if needed.