🧭 OUR GUEST SERVICE PRINCIPLES
Whether a guest is upset or singing our praises, how we communicate leaves a lasting impression. Our goals are simple:
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Make guests feel heard and valued
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Respond with empathy, professionalism, and urgency
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Maintain consistency in tone, language, and service standards
😣 PART 1: When a Guest Is Upset
💡 Core Approach
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Acknowledge the issue immediately.
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Empathize genuinely with emotional language.
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Apologize — even if it's not our fault.
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Take ownership and set expectations.
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Stay calm, avoid blame, and follow through.
🗣️ Sample Scripts
General Frustration
“I completely understand how frustrating this must feel, and I’m truly sorry you’re experiencing this during your stay. You deserve a relaxing experience, and we’re here to make things right.”
Delayed Response
“I hear you and I’m really sorry for the delay—your time and comfort matter to us. I’ve escalated this to get it resolved as quickly as possible.”
Housekeeping Issue
“I truly apologize for the condition of the home—that’s not the standard we promise. I would feel the same in your position. We’re sending help now to make it right.”
Maintenance Issue
“I’m so sorry you’re dealing with this. It’s inconvenient and disappointing, and I completely understand. We’re coordinating a fast solution now and will keep you updated.”
Missing Amenity (e.g., A/C, hot tub)
“I can imagine how frustrating it is when something you were excited about isn’t working. I really do apologize and we’re working on it as fast as possible.”
Angry Guest
“I understand you’re upset, and I want to assure you that we’re taking your concerns seriously. My goal is to help resolve this for you quickly and respectfully.”
Guest Not Satisfied with Solution
“I completely understand that this may not feel like enough given the situation. We’re doing everything we can, and I really appreciate your patience as we work through it together.”
No Immediate Solution Yet
“Thank you for your patience—I know this isn’t ideal. We’re actively working behind the scenes and I’ll keep you updated every step of the way.”
😊 PART 2: When a Guest Shares Positive Feedback
💡 Core Approach
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Thank them sincerely and by name.
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Acknowledge specifics in their message.
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Celebrate the team if they gave a shoutout.
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Reinforce the relationship and invite them back.
🗣️ Sample Scripts
General Positive Feedback
“Thank you so much, [Guest Name]! We’re thrilled to hear you enjoyed your stay. We hope to welcome you back soon!”
Praising a Team Member or Service
“We really appreciate you recognizing [Team Member Name]—they’ll be so happy to hear this! Thanks again for choosing us and for your thoughtful feedback.”
Love for a Property or Amenity
“Thanks for sharing how much you loved the [pool/view/kitchen]! We work hard to keep things just right, and we’re so glad it added to your experience.”
Repeat Guest
“It’s always such a pleasure to host you, [Guest Name]! Thank you for your continued trust and your kind words. We look forward to your next visit.”
Invitation to Return
“Your review made our day! Thank you for your kind words and for staying with us. If your travels bring you back this way, we’d love to host you again.”
✅ Pro Tips for All Communications
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Use the guest’s name whenever possible.
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Mirror emotional language (e.g., “frustrated,” “grateful”) to validate them.
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Avoid filler words like “just,” “kind of,” or “maybe.”
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Never assign blame to the guest, owner, or vendor.
- Express genuine gratitude: words like “thrilled,” “delighted,” or “honored” go a long way.
- Match tone – mirror their enthusiasm or warmth.
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- Reinforce the relationship by inviting them back or offering a small perk (e.g., “Let us know if there’s anything we can do for your next visit.”).
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End with reassurance:
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Upset guest: “You’re in good hands.”
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Happy guest: “We can’t wait to host you again!”
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