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Recovering increased guest satisfaction with the least sacrifice of the Hotel.
The discount of occupancy nights and the offer of upgrades as a means of compensation for any drawback is, undoubtedly, the biggest sacrifice a Hotel makes to compensate a guest and paradoxically does not represent, in many cases, the most accurate way to achieve his gratification. In some opportunities when dealing with complaints, the guest has been offered discounts or upgrades and even so, when checking out to withdraw from the Hotel he expressed his displeasure or published it in the social media, so I wonder: who won and who lost?
The true way to solve complains is achieved when the negative emotional effect which provoked the guest mishap is reversed, i.e.
Through the relations personalized service the Hotel Business Experience provides the valuable opportunity to get to know the emotional patterns and behaviors of each guest, thus easing the path to adequate the ways and means to compensate these, achieving the highest degree of satisfaction for the guest with the lesser degree of sacrifice for the Hotel.
In other articles I have commented about the reorientation that suffers the Hotel product and its associated services in the Experiential Hospitality, that is to say, more focused on the generation of emotional values which will help to reverse complaints. I think that every service must be designed with emergency alternatives to be applied in cases of need to recover or reverse dissatisfaction, issues that may be the less expensive cost. The main point is to know how to offer them to the unhappy guest so as to generate the greatest emotional value and thus the highest satisfaction.
The use of the Hotel products and its associated services at lower-cost for the Hotel, guided to the generation of emotional values in unhappy guests is without a doubt, an effective tool to revert complaints through the least sacrifice of the Hotel and the highest benefit for the guest: his emotional satisfaction.
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