The art of complaining

Sometimes bypassing customer services and going straight to the top is the only way to resolve a complaint

DEREK PICOT

A HOTELIER FOR MORE THAN 30 YEARS AND AUTHOR OF THE HOTEL DETECTIVE AND HIS LOVER A hotel manager’s mail is always a delight to read. Grumbling letters tumble through the letterbox at a rate of three complaints to every one compliment. It’s quite a ratio, and the petulant correspondence is the full spectrum: the food, the service, lost property, the bill, the room, the people and even the weather. Complainants can be very rude. For example, I once received a note which read: “Compared to your hotel in Athens - this place is a cowshed.” I replied by thanking him for his kind remark about the hotel in Athens and then added that I had visited many cowsheds and in my opinion, the particular one I was managing was the most…

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Business Traveller Asia-Pacific Edition (Digital) - 1 Issue, July - September 2022

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