How to Become a Hotel Complaint EXPERT

[@Mcfly868]

I can second Sean here. I stayed at St Regis Shenzhen recently. I booked 5 rooms for a few days all at once (it was a family trip) across multiple floors. 4 of these rooms were GREAT, while the other one i wasn't too happy about. So there's definitely a discrepancy in which maybe how some rooms were maintained. Let the hotel know and so they can fix the problem. I personally didn't make a big deal out of it because the staffs were SUPER nice, invited us to their campaign opening, gave us free breakfasts for all rooms at checkin voluntarily (2 of mine didn't have status), brought out some wedding gift after knowing we just got married just over casual chatting with the staff. Overall a wonderful experience. What I am trying to say is, a bad room doesn't mean the hotel bad. At least let the hotel know so they can fix the issue.

[@joephillips5594]

Great video! I love how in the weeds you guys get...content like this is super valuable. Personally, I like to put issues on me whenever possible. Like, if I found something really gross in the room (mold, blood, bugs) I just make myself sound like the outlier person who just can't handle it. I've gotten great upgrades this way because I'm not putting them in a position to feel defensive. I also like the phrase "made whole". I have found this to be a professional, polite, yet assertive way of negotiating. And personally, I don't like to be specific in terms of my expectations because often times they will offer more than I even had in mind. If they do fall short in a response, I will be more specific about what I want and maybe offer to leave a favorable review in return (implying I'm already considering leaving a bad review). Great points overall...I'm definitely going to use these ideas!

[@AnthonyVenture]

Mannn this was a masterclass not only in getting compensated for some bad stays/service, but also in communication and the psychology of persuasion! Amazing stuff Shaun, really loved this episode, and you’re right, all it takes is one bad review from anyone, (worse if it’s a KZbinr hahaha) for a hotels perception to be skewed over time! Of course hotels do their best and are amazing, but for these more rare instances, super important to do what you said in this video!

[@yvjyang]

Solid episode! I’ll definitely bring up an issue when they come up!

[@creditnomad]

When I went to checkin at an IHG hotel at checkin time (4pm) and the room wasn’t ready I made myself look visually frustrated and they gave me a bottle of champagne. I didn’t even have status… sometimes you even need to say anything, just the look of disappointment can get you perks…

[@janenuss6]

Once I checked into a really nice hotel in Bali late at night. I was disappointed and kayak had sent me an email asking me to rate my experience, so I gave a star rating and told them my complaints in the review. The next day one of the managers was waiting for us in the lobby when we were leaving and she confronted us about the review. She apologized profusely and sent us afternoon tea and a tower with all these little desserts and pastries to our room. We weren’t expecting this at all. But if it’s a nice hotel, they really do care and want to make it right. The rest of the stay was great and I ended up deleting my review.

[@pointstothemoon]

Andaz Napa…no slippers, no lotion, the fireplace didn’t work, and the cover on the key card pad on the door fell off when we arrived. None of that makes for a big deal. But overall I was expecting more from an Andaz. Mediocre room design. Very nice staff though. Free parking and breakfast with status. Engineer came by with a small bottle of wine and apologies for the fireplace. I think they gave me that room knowing the fireplace didn’t work. I asked for a higher upgrade when checking in, but they wanted to charge me for it. I haven’t given any feedback. What would you do?

[@TJ_Kirkland.]

Should’ve complained then and there and asked for the manager if they refused the upgrade. If denied, contact Hyatt CS and ask for the GMs information and escalate. If it’s past the booking time I think all you might receive is Hyatt points as an apology.

[@pannawatphijarnwanit6306]

soft complainer wont get as much compensation as the loud harsh one. i never complain, but i do know one guy who always complains and makes a big deal out of everything, aka my dad, and ALL THE TIME he would get tons of compensation.. but im embarrassed and promised to never do it unless its something really crucial