Effective Guest Service Phrases in English

Negative Feedback? No Problem! Use These Guest Service Phrases to Save the Day

Negative feedback from guests can be a nightmare for any hospitality worker, but it doesn’t have to be. With the right set of guest service phrases, you can help turn a negative experience into a positive one.

In this blog post, we will show you how to handle negative feedback and give you some great phrases to help ensure your guests know that you are listening and truly understand their situation.

So, if you’re looking for ways to save the day when dealing with negative guests or feedback, keep reading to learn more!

I’m sorry to hear that

It’s always disheartening when a guest has a negative experience. Whether it’s an issue with the food, the cleanliness of the room or something else entirely, it’s important to show that you are genuinely sorry that they had a bad experience.

One way to do this is to use a phrase like,

“I’m sorry to hear that.”

This simple phrase can go a long way in showing your guests that you understand and empathize with them. When saying this phrase, make sure to also maintain eye contact and be sure to express your sincerity. You can also add additional details like,

“I’m sorry to hear that you had a bad experience. Please tell me what happened so I can help.”

This will let your guests know that you are truly invested in helping them and resolving their issue.

I understand how you feel

When it comes to dealing with negative feedback or unhappy guests, it is important to remember that they are not just words on a page; they are real people who are experiencing genuine disappointment. It can be easy to take their feelings personally, but it is important to keep a level head and approach the situation with empathy.

This is why it is important to make sure you let the guest know that you understand how they feel.

Doing so will show that you are taking their concerns seriously, and it may help to diffuse any tense feelings between you and the guest.

When expressing your understanding, use phrases such as “I understand your frustration” or “I can see why this has been disappointing for you”. You could even simply say “I’m sorry to hear that”. The most important thing is to make sure that your guests feel heard, and that their feelings are being taken seriously.

That doesn’t sound like a very fun experience

No one wants to experience negative feedback from a guest, but sometimes it’s unavoidable. When dealing with difficult guests, it is important to be understanding and try to come to a mutually beneficial resolution. If you find yourself in the situation of dealing with negative feedback, don’t panic. Showing your empathy can go a long way in calming the situation.

One phrase that is particularly helpful when dealing with a frustrated or upset guest is

“That doesn’t sound like a very fun experience.”

This statement shows that you are understanding of the guests’ feelings and their disappointment. It can help them to feel heard and validated.

You can follow this up with a question such as

“Is there anything I can do to help make your stay more enjoyable?”

This shows that you are willing to help and willing to go the extra mile to resolve the issue.

It is important to keep your cool and remain professional when dealing with negative feedback from guests. Remember to be understanding and to listen without interruption. Validate their feelings and show that you are open to finding a resolution. Keep these simple yet powerful phrases in mind and you will be able to navigate these tricky conversations with ease.

I’ll see what I can do to help

When a guest is unhappy with something, it can be difficult to know what to say or do. In this situation, one of the best phrases you can use to show that you are listening and that you care is “I’ll see what I can do to help”. This phrase shows that you understand their frustration and that you are willing to try to find a solution to their problem.

When a guest expresses dissatisfaction, you should always acknowledge their feelings and offer an apology.

You can say something like

“I’m sorry to hear that”

 “That doesn’t sound like a very fun experience.”

This helps them feel heard and understood, and will make them more likely to listen to what you have to say next.

Once you have apologized and acknowledged their feelings, you can move on to saying

“I’ll see what I can do to help.”

This phrase implies that you are going to take some sort of action to try to fix the problem.

You can then take the time to ask what kind of help they need and what steps you can take to try to resolve the issue.

For example, if a guest is unhappy with the cleanliness of their room, you can suggest switching rooms or offering them a discount on their stay. By actively trying to help, you are showing the guest that you are truly invested in making sure they have a pleasant stay.

So, the next time a guest expresses dissatisfaction, remember to take the time to listen and acknowledge their feelings.

Then, let them know that you will try your best to help by using the phrase

“I’ll see what I can do to help”.

With a little bit of effort, you can turn a negative situation into a positive one.

Is there anything I can do to help to help make this more enjoyable for you?

When dealing with a guest who is providing negative feedback, the key is to ensure that you are truly listening to their concerns and understand what they are going through.

One of the most important things you can do is to ask if there is anything that you can do to help.

Phrases like

“Is there anything I can do to help make this more enjoyable for you?”

This can show the guest that you are listening and care about their experience.

You may be able to provide a solution or make an adjustment in order to make the situation better for them.

Taking the time to listen and ask what you can do will show the guest that you truly want to help and that their feedback is important to you.

Thank you for reading!

This was written by me. Bryce Purnell, founder of Learn Laugh Speak.

Check out more on my Medium or send me an email if you have a question! 

CLICK HERE