Which action is least desirable when resolving a guest complaint?

• A. Listen actively, apologize, and fix the issue.
• B. Document and follow up.
• C. Blame the guest for the problem.
• D. Escalate to a supervisor if needed.

Answer: (C)

When handling a guest complaint, the priority is to repair the issue and restore the guest’s trust. The best approach is to listen actively, acknowledge the situation with a sincere apology, and fix the problem quickly. This shows the guest that you care about their experience and are taking responsibility to make things right.

Documenting what happened and following up is essential because it creates a record, helps prevent the issue from recurring, and demonstrates ongoing commitment to quality. Escalating to a supervisor when needed ensures the right authority and guidance are applied to resolve more complex problems or policy exceptions.

Blaming the guest is least desirable because it shifts responsibility away from the service team, elevates defensiveness, and undermines trust. It doesn’t lead to a real resolution and can damage the guest’s willingness to return.

So, the option that assigns blame stands in direct contrast to the constructive approach of listening, apologizing, fixing, documenting, following up, and escalating appropriately.