Hotel Problems Are Rare. New Research Shows How Much They Hurt Guest Satisfaction.

Most hotel stays go smoothly. But when something does go wrong, the impact can be far greater than many operators realize. Several recent studies suggest that while guest complaints may be relatively uncommon, service failures continue to have a significant impact on guest satisfaction. At the same time, hospitality researchers are increasingly shifting their focus from compensation and scripted apologies toward emotional intelligence, proactive recovery, and frontline leadership support. Recent...