{"id":7155,"date":"2024-10-31T09:14:13","date_gmt":"2024-10-31T09:14:13","guid":{"rendered":"https:\/\/leanhotelsystem.com\/?p=7155"},"modified":"2025-12-09T19:06:01","modified_gmt":"2025-12-09T19:06:01","slug":"how-to-manage-your-hotel-complaints-and-claims-and-succeed-with-your-guests","status":"publish","type":"post","link":"https:\/\/leanhotelsystem.com\/en\/como-gestionar-las-quejas-y-reclamaciones-de-tu-hotel-y-triunfar-con-tu-huesped\/","title":{"rendered":"How to manage complaints and claims in your hotel and succeed with your guests?"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"7155\" class=\"elementor elementor-7155\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ca6bb54 e-flex e-con-boxed e-con e-parent\" data-id=\"ca6bb54\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-85e3211 elementor-widget elementor-widget-hfe-breadcrumbs-widget\" data-id=\"85e3211\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"hfe-breadcrumbs-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<nav aria-label=\"Breadcrumb\"><ul class=\"hfe-breadcrumbs hfe-breadcrumbs-show-home\"><li class=\"hfe-breadcrumbs-item hfe-breadcrumbs-first\"><span class=\"hfe-breadcrumbs-home-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-home\" viewbox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M280.37 148.26L96 300.11V464a16 16 0 0 0 16 16l112.06-.29a16 16 0 0 0 15.92-16V368a16 16 0 0 1 16-16h64a16 16 0 0 1 16 16v95.64a16 16 0 0 0 16 16.05L464 480a16 16 0 0 0 16-16V300L295.67 148.26a12.19 12.19 0 0 0-15.3 0zM571.6 251.47L488 182.56V44.05a12 12 0 0 0-12-12h-56a12 12 0 0 0-12 12v72.61L318.47 43a48 48 0 0 0-61 0L4.34 251.47a12 12 0 0 0-1.6 16.9l25.5 31A12 12 0 0 0 45.15 301l235.22-193.74a12.19 12.19 0 0 1 15.3 0L530.9 301a12 12 0 0 0 16.9-1.6l25.5-31a12 12 0 0 0-1.7-16.93z\"><\/path><\/svg><\/span><a href=\"https:\/\/leanhotelsystem.com\/en\"><span class=\"hfe-breadcrumbs-text\">Home<\/span><\/a><\/li><\/ul><\/nav>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e1e8c5 elementor-widget elementor-widget-heading\" data-id=\"5e1e8c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">How to manage complaints and claims in your hotel and succeed with your guests?<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a0b35a6 elementor-widget elementor-widget-text-editor\" data-id=\"a0b35a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Effectively handling complaints and grievances is key to maintaining guest satisfaction and enhancing your hotel's reputation. By actively listening, responding quickly and offering appropriate solutions, you can turn a negative experience into an opportunity to build guest loyalty. Here's how to do it successfully.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-086cc2c elementor-widget elementor-widget-image\" data-id=\"086cc2c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/gestionar-quejas-hotel-1024x683.webp\" class=\"attachment-large size-large wp-image-7158\" alt=\"handling hotel complaints\" srcset=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/gestionar-quejas-hotel-1024x683.webp 1024w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/gestionar-quejas-hotel-300x200.webp 300w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/gestionar-quejas-hotel-768x512.webp 768w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/gestionar-quejas-hotel-1536x1024.webp 1536w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/gestionar-quejas-hotel-2048x1365.webp 2048w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/gestionar-quejas-hotel-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ffa185e e-flex e-con-boxed e-con e-parent\" data-id=\"ffa185e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-365ce0c elementor-widget elementor-widget-heading\" data-id=\"365ce0c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7 ways to handle your guests' incidents or suggestions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f06953 elementor-widget elementor-widget-heading\" data-id=\"7f06953\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Active listening<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be85427 elementor-widget elementor-widget-text-editor\" data-id=\"be85427\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>It is essential to allow the guest to fully express their concerns before intervening. This process not only helps to identify the real problem, but also creates a sense of understanding and respect for the guest. By actively listening, guests will feel that their complaints are genuinely important.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b55a5eb elementor-widget elementor-widget-heading\" data-id=\"b55a5eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Rapid response<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6cd3ed elementor-widget elementor-widget-text-editor\" data-id=\"c6cd3ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Response time is crucial. Handling complaints quickly prevents emotions from escalating and allows the guest to feel that their problem is being taken seriously. If the problem is resolved immediately, it is less likely to spread negatively in online reviews or on social media.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8dea499 elementor-widget elementor-widget-heading\" data-id=\"8dea499\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"> 3. Maintain a professional attitude<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-018d3d1 elementor-widget elementor-widget-text-editor\" data-id=\"018d3d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Even in situations where the complaint may seem trivial or unfair, it is essential to maintain a professional attitude. Avoid confrontation, remain calm and empathetic, even if the guest is being unreasonable. The key is to handle the situation with respect and seriousness.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7dd6c22 elementor-widget elementor-widget-heading\" data-id=\"7dd6c22\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. Offer specialised solutions<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ff3f59 elementor-widget elementor-widget-text-editor\" data-id=\"5ff3f59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Not all complaints have a financial solution. While some problems can be resolved with a refund or discount, offering alternatives such as a room upgrade or additional service at no cost can be even more effective. Such solutions demonstrate flexibility and commitment to guest satisfaction.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6931d95 elementor-widget elementor-widget-heading\" data-id=\"6931d95\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"> 5. Documenting incidents<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a8bf59 elementor-widget elementor-widget-text-editor\" data-id=\"6a8bf59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Recording each complaint is important not only to ensure that the problem is resolved, but also to identify patterns in incidents that may require action at the operational level. Keeping a centralised record facilitates follow-up and ensures that complaints are not repeated.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99f5bde elementor-widget elementor-widget-heading\" data-id=\"99f5bde\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">6. Follow-up<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce91ab2 elementor-widget elementor-widget-text-editor\" data-id=\"ce91ab2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Once the complaint has been resolved, it is vital to follow up with the guest to make sure they are satisfied with the solution. This gesture can make the difference between a bad experience and a loyal customer.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6314ebf elementor-widget elementor-widget-heading\" data-id=\"6314ebf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">7. Train staff<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75b16a0 elementor-widget elementor-widget-text-editor\" data-id=\"75b16a0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Training is key to handling complaints properly. Make sure your team is well trained to handle different types of situations, with an emphasis on empathy, clear communication and problem-solving skills. Equipping your staff with the right tools reduces stress in confrontation and improves conflict resolution.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e81980 elementor-widget elementor-widget-heading\" data-id=\"7e81980\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why is it important to handle your hotel complaints quickly?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a78371e elementor-widget elementor-widget-text-editor\" data-id=\"a78371e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Speed in resolving a complaint can be the determining factor between a positive or negative review. Resolving a complaint efficiently not only improves guest satisfaction, but also prevents potential negative reviews that can affect a hotel's online reputation. In addition, a guest who sees their issue resolved quickly is more likely to return and recommend your establishment.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-870de7f elementor-widget elementor-widget-heading\" data-id=\"870de7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3 tips not to do when handling a complaint with your guest<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4c972e elementor-widget elementor-widget-heading\" data-id=\"c4c972e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Ignore the complaint<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f369e47 elementor-widget elementor-widget-text-editor\" data-id=\"f369e47\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Never ignore a complaint, no matter how small. Guests appreciate feeling listened to, and avoiding a complaint only worsens the perception of service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0db6c4b elementor-widget elementor-widget-heading\" data-id=\"0db6c4b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"> 2. Blame the host<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-807b15a elementor-widget elementor-widget-text-editor\" data-id=\"807b15a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Avoid blaming the guest is crucial. Take responsibility, even if the problem was not directly caused by your equipment or facilities. This calms the customer and creates an environment more conducive to resolution.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad9476e elementor-widget elementor-widget-heading\" data-id=\"ad9476e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Offer generic solutions<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-162fcb0 elementor-widget elementor-widget-text-editor\" data-id=\"162fcb0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Standard solutions rarely work in all cases. Customise each response to the situation to show that you really care about your guest's experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4060a5 elementor-widget elementor-widget-heading\" data-id=\"c4060a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Is there a way to manage or optimise my hotel's incident system?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5055534 elementor-widget elementor-widget-heading\" data-id=\"5055534\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Technological solutions for optimising incident management<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41e77ed elementor-widget elementor-widget-text-editor\" data-id=\"41e77ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Yes, there are several technological solutions that can significantly optimise the management of guest complaints and requests, improving both operational efficiency and customer experience. Here are the most effective ones:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a7f23c elementor-widget elementor-widget-heading\" data-id=\"5a7f23c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">1. Property Management System (PMS)<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65e4317 elementor-widget elementor-widget-text-editor\" data-id=\"65e4317\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A <span class=\"notion-enable-hover\" data-token-index=\"1\">PMS<\/span>LEAN Hotel System, such as LEAN Hotel System, allows you to record guest complaints and requests in their own reservation or customer file. This system not only facilitates logging, but also allows you to assign alerts to the appropriate staff. This way, you can ensure that every issue is resolved quickly and efficiently, minimising the negative impact on the guest experience.<!-- notionvc: ba0458c3-3492-4f88-8922-78892299110f --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e861a8 elementor-widget elementor-widget-image\" data-id=\"8e861a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"508\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/como-gestionar-las-quejas-de-un-hotel-1024x508.webp\" class=\"attachment-large size-large wp-image-7157\" alt=\"how to handle hotel complaints\" srcset=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/como-gestionar-las-quejas-de-un-hotel-1024x508.webp 1024w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/como-gestionar-las-quejas-de-un-hotel-300x149.webp 300w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/como-gestionar-las-quejas-de-un-hotel-768x381.webp 768w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/como-gestionar-las-quejas-de-un-hotel-1536x762.webp 1536w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/como-gestionar-las-quejas-de-un-hotel-18x9.webp 18w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/como-gestionar-las-quejas-de-un-hotel.webp 1898w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">LEAN PMS in a customer's reservation where the notification of a complaint made can be displayed.<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a72d904 elementor-widget elementor-widget-heading\" data-id=\"a72d904\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\"> 2. Integration with a CRM<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a9393b elementor-widget elementor-widget-text-editor\" data-id=\"5a9393b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>By combining your <strong><span class=\"notion-enable-hover\" data-token-index=\"1\">PMS<\/span> <\/strong>with a <strong><span class=\"notion-enable-hover\" data-token-index=\"3\">CRM<\/span><\/strong> (Customer Relationship Management), you can access a complete history of each guest, including their preferences, previous interactions and past complaints. This allows you to offer a more personalised and proactive service, anticipating needs or resolving problems before they become formal complaints. This holistic view of the customer strengthens the relationship with guests, improving loyalty and long-term satisfaction.<!-- notionvc: 27aebd86-93b1-47c7-aeab-6c1ce9474981 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-87132e6 elementor-widget elementor-widget-heading\" data-id=\"87132e6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">3. Online reputation management tools<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05ae80a elementor-widget elementor-widget-text-editor\" data-id=\"05ae80a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Real-time monitoring of guest reviews and comments on platforms such as Google, TripAdvisor or social media is essential. By integrating these tools with your <strong><span class=\"notion-enable-hover\" data-token-index=\"1\">PMS<\/span><\/strong>If you have a problem, you can quickly identify potential issues and address them before they affect your hotel's reputation. In addition, some platforms allow you to manage automatic or semi-automatic responses to maintain fast and effective communication with customers.<!-- notionvc: 98810bb5-ebd5-45d9-bda6-4efb4962740b --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6271575 elementor-widget elementor-widget-heading\" data-id=\"6271575\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">4. Automation and data analysis<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd03a3d elementor-widget elementor-widget-text-editor\" data-id=\"cd03a3d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A modern PMS also provides detailed reports and data analysis on the most frequent complaints and areas for improvement. This gives you a clear view of behaviour patterns and helps you make informed decisions to optimise both service and internal hotel operations.<\/p><p>Implementing these technologies will not only allow you to manage incidents more efficiently, but will also help you improve overall guest satisfaction, protect your reputation and increase business profitability.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Inicio \u00bfC\u00f3mo gestionar las quejas y reclamaciones de tu hotel y triunfar con tu hu\u00e9sped? Manejar de manera efectiva las [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":7156,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_angie_page":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"page_builder":"","footnotes":""},"categories":[139,138,147],"tags":[42],"class_list":["post-7155","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atencion-al-cliente","category-gestion-hotelera-pms","category-quejas-y-reclamaciones","tag-lean-hotel-system"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gestiona las quejas de tu Hotel de manera inteligente ASI<\/title>\n<meta name=\"description\" content=\"Sacar jugo de una situaci\u00f3n complicada con un cliente o hu\u00e9sped, es tu un arte. 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