Ace the 2026 Certified Hospitality Manager Exam – Hospitality Heroes Wanted!

Providing a free stay as a method for handling guest complaints is generally not advisable because it can lead to a sense of entitlement among guests. While offering compensation can sometimes be appropriate, it should not be the default response to every complaint. Not only does it potentially strain the hotel's financial resources, but it can also set unrealistic expectations for guests who may believe that complaining will automatically result in free services. This approach may also overlook the importance of addressing the root cause of the complaint and providing effective solutions that improve the guest's experience without relying solely on compensation.

In contrast, empathetic listening, prompt resolution, and follow-up are proactive measures that foster better relationships with guests and improve service quality. Empathetic listening shows guests that their concerns are being taken seriously, prompt resolution addresses issues quickly to enhance satisfaction, and follow-up ensures that guests leave with a positive impression, indicating that the establishment values their feedback and ongoing patronage.