The impact of poor service quality on the reputation of large hotels

Abstract

This research aims to identify the main complaints from guests regarding hotels and to understand how hotel chains deal with negative feedback, in order to review the bad impression in a way that does not change the image of the accommodation. It was identified that each hotel reacts differently to different scenarios and problems that, in many cases, are recurrent. Customers have become more demanding in relation to the quality of services, thus showing the importance of following up on each report, drawing up action plans to ensure good service to all guests. One factor highlighted in the research is the difficulty of hotel chains in offering real solutions during and after the stay, in order to recover the guest's credibility and trust. Therefore, it is found that many hotels opt for remedial actions to compensate for a failure, but not necessarily solving the problem and ensuring that it does not occur again. Another relevant factor is the importance of clarifying the facts, since hotels that are concerned with providing a quick response, whether justifying or promoting solutions, stand out for being present at the customer's side, thus demonstrating zeal regarding the problem faced.