chapter  5
11 Pages


In reality, complaints about booking or billing errors only account for a small proportion of guests’ criticisms of hotels. Most hotels have accommodation to spare on all b u t the very busiest of nights, so even if you’ve made a mistake over a booking and the guest arrives unexpectedly you can usually room him, if necessary with a n apology and perhaps a reduction in price. An error in a bill can quickly be corrected, again with a polite apology. In most cases , prompt and courteous remedial action will disarm criticism, and can even leave a favourable impression.