When a guest complains, your first instinct may be to explain. Resist it. Listen first. People usually become easier to help once they know they've actually been heard. #GuestComplaints #BBOwners #HospitalityTips

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The guest who complains gives you a chance to fix their stay. The guest who says nothing may simply leave and tell Google. Sometimes silence is the bigger warning sign. #GuestComplaints #GuestExperience #BBOwners

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