As a former Front Office Manager for a number of hotels, I can assure you that 99% of complaints directed to me (or for that matter to any of our desk agents, hotel operators, etc.) are responded to in favor of the guest, particularly when we feel that it is in the best interest of both parties to compensate the guest. We of all people know that we are human, and that our hotels are things that are never in "perfect condition", and we create or exaserbate these problems. Typical scenarios include: numerous "screw ups" on our side, including failure to meet reservation requests, staff that are not in the best of moods, or in the place that they are supposed to be, noise from construction or ballroom parties, bad plumbing, old/tired rooms, late or incorrect room service or restaurant meals, airport transportation delays from our shuttle, excessive phone/movie charges (another topic to be sure, but we do try to be fair), outside resources/vendors that we endorse who purposely "rip off" our customers, etc.

Situations that we won't be held accountable for (although will sometimes compensate for, based on the situation) include hurricanes (water coming into the room with 90 MPH winds outside), noise from unruly neighbors/parties (after we have been informed and have corrected the situation), failure to recognize and upgrade accordingly the elite level of a frequent guest, delays and or problems with taxicabs or other outside parties, weather problems (can't use the pool, etc. as a result).

What DOES drive me totally insane are the 1% of people who, from the time of check in (or even from the reservation stage), who we KNOW are problematic. For example, the people, who are at the absolute lowest rate demanding upgrades (and I am NOT talking about frequent traveler perks here), people who eat an entire $300 room service meal (including licking the plates clean, and I am not kidding about that either), and then go on to say that the food was inedible, etc.

My favorite example was a few months back: we were fore-warned about a guest coming to the hotel, by the travel agent who handled this persons itineraries. The TA was kind enough to give us a head's up; we in turn made sure that she was put in the very best available room (inspected in advance by our Housekeeping Director, Director of Engineering, and myself), on our Concierge floor (at no additional charge). From the moment of her arrival, the complaints abounded. "The door shuts too fast" complaint was met immediately by our engineering dept, who adjusted the door. "The meal is inedible" complaint resulted in, upon investigation, completely "licked clean" plates. Attempts to reach her to discuss these issues were unsuccessful; on the first round of complaints, she demanded an upgrade; it was explained that based on the input to her "selective needs" we had already upgraded her, as a courtesy, she was unimpressed.


Prior to check out, this individual made a statement on the phone to me that she in no way was going to pay for her entire stay. We forwarded a complete log of our encounters to her credit card company, and let her battle it out with them. We of course submitted the full charges (minus the "inedible meal"), which we, in good faith, "ate".

Another example was that of a couple, who were, to be fair, put into a shabby room. We comped the first night, and then put them into a "model room" (renovation was just beginning, so they got the latest and greatest of the hotels newest product). The complaints continued, to include the insulation of the sinks hot water pipe (really!!!!, one has to literally get on ones' hands and knees to even see the insulation, which is designed to prevent a guest from burning their knees if they got too close), the fact that the curtain rods were not only on the front side of the curtains, but were a conflicting color, and the fact that the bathroom door opened "out", instead of "in" (this room was on a wheelchair friendly floor). They went on to criticize the design of the mattress (which is a very expensive, and comfortable design, by the way), which obviously they had never seen.

Needless to say, this type of behavior will result in being labeled a "serial complainer", and rightfully so.