Handling Guest Complaints and Disputes
Occasionally, guests may have complaints or concerns during their stay, whether about the hotel’s amenities, service, or overall experience. Here’s how to manage these complaints and understand iOL X’s role.
Key Points:
• What Happens When a Complaint Is Raised?
If a guest raises a complaint, we’ll forward it to the hotel’s team to investigate. While we act as a mediator, we don’t handle compensation or dispute resolution directly.
• What Is iOL X’s Role in Disputes?
iOL X’s role is to ensure the hotel receives the complaint and addresses it. However, any actions regarding compensation or resolution are handled by the hotel, not iOL X.
• What Should I Do as a Partner?
If the guest is dissatisfied, encourage them to contact the hotel directly for resolution. If further issues arise, feel free to escalate them to us, and we’ll assist with communication with the hotel.
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