1. Hotels often overbook rooms to try and ensure 100% occupancy by using historical data on no-shows to determine how many confirmed reservations they can accept beyond the number of actual available rooms. 2. Incidental hotel charges are for optional extra services guests may use like phone calls or valet parking, where the hotel gets approval for an estimated amount up front and then charges the actual amount used at checkout, depending on individual hotel policies. 3. When dealing with guest complaints, hotels should listen to the customer's issue, summarize the problem, offer possible solutions for them to choose from if applicable, follow through on the resolution, and follow up with the guest.

2. 1. Overbooking
The practice of many hotels of confirming more
reservations than actual inventory will permit. Hotels
use historic no-show information to determine what
percentage they can overcommit rooms. This
practice is intended to enable 100 percent
occupancy for the hotel.

3. 2. Hotel Incidental Charges
Incidental charges are not for "incidents" but rather
for miscellaneous items and services you may use at
the hotel like telephone calls or valet parking. They
usually just get the approval for the requested
amount, and charge you daily or at checkout for the
actual amount you used. This might vary based on
hotel policies however.

4. 3. Negligence of Task
Failure or forgetting of doing his/her duties.

5. 4. Dealing with Guest
Complains
In a service industry, “The customer is always
right“(even if he or she is wrong). An apology costs
nothing and can help a client to feel better.

6. HOW TO HANDLE GUEST
COMPLAINTS?

7. Steps on Resolving Customer Complaints:
1. Listen

8. 2. Summarize the Problem

9. If possible, Offer Them Two Alternative
Solutions to Choose Between.

10. Follow Through and Follow Up