If a guest complains about the service, cleanliness or any other issue please follow the following steps:
- Listen to the guest and take notes of the issue
- NEVER promise a refund, always tell them that we have to discuss it with the manager/management
- Open RoomChecking and go to Experiences
- Click the + button in the right bottom to create a new ticket
- Fill in the form and click save - DO NOT CLICK SAVE & CLOSE
- Promise the guest that they manager will contact them.
- The manager will take the ticket and resolve the issue.