Exasperating customer habits in the hotel industry

Exasperating customer habits in the hotel industry

11 September 2024

Each stay is a unique moment in the hotel industry, yet certain customer behaviours and bad habits tend to be repeated... much to the chagrin of hoteliers. These little habits, sometimes harmless but often irritating, complicate the work of staff and affect the overall experience of the establishment. Here's a look at some of the behaviours that put professionals' nerves to the test.

1. Last-minute cancellation or no-show

Late cancellations, or worse, guests who never turn up without warning, cost hôtels dearly. With missed bookings, unsold rooms and staff mobilised for nothing, it becomes a real frustration. Such behaviour leaves hoteliers in a tricky situation, especially during the high season.

Solution :

Offer flexible cancellation conditions while requiring a deposit or minimum financial commitment to protect the establishment against losses.

2. Continuous demand for free upgrades

Certains clients s’attendent à obtenir des chambres supérieures ou des services supplémentaires sans frais. Bien que cela puisse parfois être possible, insister lourdement ou tenter de manipuler le personnel en affirmant être des « clients réguliers » n’est pas toujours bien perçu. L’hôtellerie fonctionne avec des marges serrées, et tout service offert gracieusement a un coût.

Solution :

Clarify upgrade policies in advance and offer loyalty benefits within a well-defined framework, while remaining firm on excessive demands.

3. Abuse of room service and facilities

Guests sometimes misuse services such as room service, the swimming pool or the gym, ignoring the rules or opening hours. This can lead to additional costs for the hotel or disruption for other guests. Not to mention guests who leave their rooms in a deplorable state, requiring more time-consuming and costly cleaning.

Solution :

Implement clear policies on the use of services and apply additional charges where necessary, while being transparent about the rules governing the use of equipment.

4. Strategic complaints to obtain compensation

Il n’est pas rare que les clients cherchent aussi à se plaindre, parfois même de manière injustifiée, pour obtenir des réductions ou des séjours gratuits. Qu’il s’agisse de petits désagréments gonflés de manière disproportionnée ou de fausses réclamations, ces pratiques sont malheureusement courantes.

Solution :

Train staff to handle complaints effectively, while remaining firm in the face of abuse. Encourage constructive feedback without giving in to manipulation.

5. Not respecting departure times

Guests who extend their stay without informing the hôtel or who refuse to leave their room at the scheduled time make it difficult for housekeeping and new arrivals to organise their stay. This can lead to delays and dissatisfaction among other guests.

Solution :

Clearly communicate check-out times and, if possible, offer late check-out for an additional charge. The key is to maintain a balance between customer service and respect for others.

6. Abuse of online reviews

With the rise in popularity of review platforms, some customers do not hesitate to leave excessively negative reviews in the hope of obtaining compensation or simply out of bad faith. These comments, which are often unjustified, can have a lasting impact on a hotel's reputation.

Solution :

Encourage satisfied customers to leave positive reviews and respond quickly, but calmly, to negative criticism. Transparency and professionalism are the key to restoring balance.

7. Making too much noise and disrespecting other customers

A common complaint is a lack of discretion in communal areas or in the hotel restaurant. Some guests can be particularly noisy, especially in the corridors, near the rooms or in the restaurant, making the experience less pleasant for others.

Solution :

Implement rules of conduct in communal areas and discreetly remind noisy customers to respect others. Staff trained to intervene politely can also help to maintain a pleasant environment.

8. Change your mind often or order complex dishes in restaurants

In the hotel restaurant, some customers change their order several times, asking for personalised dishes or off-menu, which slows down the kitchen and disrupts the service. These behaviours put extra pressure on staff and can detract from the experience of other customers.

Solution :

Encourage customers to choose simple, straightforward dishes from the outset, while offering options for special diets on the menu to minimise last-minute changes.