How Do I Handle Guest Complaints & Compensation?

We empower our team to resolve minor guest issues quickly and effectively, while ensuring compensation is reasonable, brand-aligned, and in the best interest of the business.

What to Say:

“We want every guest to have an amazing experience. If something isn’t right, let me see what I can do to fix it for you.”

💡Team Tip: Handling Complaints the Right Way

✅ Step 1: Listen & Acknowledge – Show genuine concern and let the guest know we take their feedback seriously.

✅ Step 2: Assess the Issue – How big is the issue? Is it a minor inconvenience or something major that significantly impacted their stay?

✅ Step 3: Offer a Fair & Reasonable Solution – Use common sense and balance guest recovery with business impact.

Compensation Guidelines – Know Your Limits

🟢 OK to Handle Without Approval (Use Your Judgment):

• A complimentary coffee or drink at JOE. for a minor inconvenience.

• A bottle of wine in the lounge for a small issue that was resolved (e.g., minor cleanliness issue, TV remote missing, etc.).

• A waived incidental fee or small discount (up to $25) for minor service lapses.

🟠 Manager Approval Required for Bigger Issues:

• Room rate adjustments or refunds over $25.

• Free late check-out past 12 PM.

• Moving a guest to a different room due to a complaint.

• Anything that feels ‘above and beyond’ a reasonable fix.

🔴 Do NOT Offer Without Approval:

• Full refunds or major rate adjustments.

• Future free stays.

• Large-scale perks (multiple comped items, free add-ons, etc.).

• Anything outside of the normal guest experience that could set a precedent.

🛠 Making the Best Decision for the Business

✅ Think: “Would this make me feel valued as a guest while still being fair to the business?”

✅Avoid overcompensating for minor issues. A free coffee or small perk can go a long way—don’t jump straight to a discount or refund.

✅ If in doubt, ask a manager! There’s no harm in double-checking before offering something big.

✅ Always email Jennifer about major complaints & resolutions. This helps us track trends and improve the experience long-term.