Category: Guest complaints
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A Complaint Tool Is Not Enough: The Case for a Hotel Operating System
It is 7:40 on a Tuesday morning. The GM opens the PMS to check arrivals, then jumps to a WhatsApp group to see what happened overnight. A spreadsheet of open maintenance jobs comes next. Last stop is the complaint tool, to find out which guests are unhappy. Four screens give four versions of the same…
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The Maintenance Paradox: Why Busy Hotels Face More Breakdowns
It is 9 pm on a Saturday and the hotel is at 98 percent occupancy. A guest in room 614 calls the front desk because the air conditioner is dripping onto the carpet. Then the engineer on duty traces it to a blocked drain line. That line sits on the quarterly checklist. The check was…
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Why Hotels Keep Solving the Same Complaints Without Resolving Them
The complaint came in at 11:47 PM. A guest on the fourth floor called the front desk to say the air conditioning in their room was making a loud rattling noise. The night manager apologised, sent up maintenance, and the technician tightened a loose panel. The guest thanked them and went to sleep. Three weeks…
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The Compound Effect: What One Unresolved Complaint Really Costs a Hotel
Most GMs think about a guest complaint when it happens. A noisy room, a cold shower, a billing error, or a missed request can reach the front desk fast. The guest reports the issue, and the team tries to fix it. Once the problem is solved, the team often moves on. But the cost of…
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The Geedesk GM App Is Now Live on Android and iOS
We just launched the Geedesk GM App. It is available now on Google Play and the Apple App Store. We built this mobile app specifically for General Managers and Operations Heads. It gives you a live view of your property operations from your phone. So whether you are tracking guest complaints, preventive maintenance, or open…