You are a hotel manager and you receive the following letter via email from a guest that recently stayed at your hotel.

Dear Sir / Madam

I am writing this letter in regards to our recent stay at your hotel in room 2525 which is designated a non-smoking room.

We arrived at the hotel from our long flight at 11pm and were quickly checked in and went to our room. We were tired and just wanting to get some sleep. Upon entering the room there was a strong cigarette smell. For my wife, this is not just an annoyance but it does cause her strong headaches. We called to the front desk to ask for another room and were told that the only other rooms available were smoking rooms and that our room was definitely a non-smoking room.

Being late at night and very tired with no real alternative, we did the best we could and tried to sleep. I was able to do so but my wife was only able to get about 1 hours sleep and then awoke with a strong headache and still very tired.

I discussed the situation with the front desk in the morning; they were nice and offered to clean the room but were unable to change my room because of high bookings.

With no alternative, we checked out and changed hotels. We expected better from your hotel.

Yours sincerely,

Mr Tom Harrigian.The.

How would you deal with Mr. Harrigians complaint?

Key issues in Mr Harrigians complaint
Step 1 Listen carefully
Step 2 Acknowledge and confirm details
Step 3 Respond
Step 4 Tke action
Step 5 Report
Step 6 Follow up