Dealing with Difficult Guests

We've all dealt with them: Difficult guests. One manager shares his tips and lessons learned for finding solutions for difficult guests.

Though as professional managers, we do our best to ensure that everyone has an excellent stay, sometimes situations arise that can cause unexpected interruptions to a guest's hard-earned vacation.  Many times, these surprises give us the opportunity to wow our guests and show them how much we value their business. But sometimes, no matter how hard we try, we run into the difficult guest that just can't be satisfied.

Like most of us, Denny Honsey, General Manager at Catalina Island Vacation Rentals in Avalon, Calif., has experienced these difficult guests a time or two in his career. Hear how his company works to turn potentially negative situations into positive experiences—even for the most difficult of guests.


So let's hear it: What are your best stories about difficult guests? What are your top tips for dealing with these guests?


By: Tom Bucker
On: 06/24/2014 10:59:24
What about the "guests" who create issues where there aren't any and want refunds? The guests who will not be satisfied no matter what you do for them? Seems we have one of these at least once a month. Wish there was a simple solution for this challenge as it sucks the joy out of the business.

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