However, problems can happen and inevitably something will go wrong. No holiday rental property in Bulgaria is perfect, and eventually one of your guests will contact you with a complaint about the service, facilities or something else which went wrong during their stay. Do you know how to respond professionally to a complaint?
In order to provide excellent customer service to guests of your holiday rental property in Bulgaria, you need to see a complaint as an opportunity to turn an unhappy customer into a happy one. If do not deal adequately with the complaint and your guest goes away unsatisfied, they will spread their negative impression of your property of Bulgaria through word of mouth. However, if you are able to listen to their complaint and solve it in a way that makes them happy they will speak highly of the excellent customer service you provided and promote a positive image of your holiday rental property in Bulgaria.
Here are some tips for professionally responding to any complaint:
The first and most important point is to listen. When someone is telling you about what went wrong, they will become frustrated if they feel like you are not acknowledging their experience. Listen carefully, and then paraphrase the problem back to them so that they know you understand.
Thank the guest for reporting the complaint. After all, they have helped you discover a way to improve your holiday property in Bulgaria.
Apologize for any inconvenience that the problem might have caused them, and let them know that you will be working to solve the problem as soon as possible.
If the problem is serious and has affected your visitor's holiday, such as the bathrooms had no running water or the apartment was not cleaned after the last stay, you can offer your guest some sort of compensation to apologize. You might want to offer them a discount on their stay if possible to acknowledge that this is not the standard that you would normally uphold for the property.
What should do you do if the complaint is something you really have no control over, such as a guest complaining that the birds singing outside the window woke them up in the morning? In this situation, stay calm and polite and carefully explain to the guests that although you understand how they are feeling this is something that comes with the location of the holiday property in Bulgaria and can't be changed. Perhaps you could offer them a free pair of earplugs for when they want to sleep late during their next stay?
After you have fixed a problem with the holiday property in Bulgaria, send a follow up email to the customer to let them know that you have replaced the leaky tap, added a kettle to the kitchen, or increased the speed of the wireless connection. The improvement might entice them to return again!
Above all, be polite and understanding when dealing with complaints about your rental property in Bulgaria and use them as opportunities to improve.
If you are the owner of a holiday rental property Bulgaria, you will need to know how to tactfully and effectively deal with guest complaints.
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