Which action is NOT recommended when handling a dissatisfied guest?

• A. Listen and apologize.
• B. Offer a remedy and document the interaction.
• C. Document the interaction.
• D. Argue with the guest to prove you are right.

Answer: (D)

Handling a dissatisfied guest is about de-escalation, empathy, and resolving the issue. The best path is to listen attentively, apologize sincerely for the inconvenience, acknowledge the guest’s feelings, and then offer a remedy that addresses the problem. Documenting the interaction creates a clear record of what was discussed and what steps were agreed upon, which helps ensure follow-through and accountability. Arguing with the guest to prove you are right, however, tends to raise tensions, makes the guest feel unheard, and undermines trust, making it much harder to reach a satisfactory resolution. So, arguing is not recommended, while listening, apologizing, offering a remedy, and documenting are.