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"We don’t have a second chance to make the first impression. If we are unprepared for welcoming guests, complaints will inevitably follow."

If we were to say that the best way to prevent complaints is to not have any complaints at all, it might sound a bit humorous.

Even though the THRev.co system has a function called Reviews, which collects feedback and reviews on various online platforms, reflecting the appearance and service of the hotel, responding to these reviews is like responding for the whole world to see. According to the principle of Word of Mouth Marketing, if a customer has a good experience at a hotel, they will tell an average of 7 friends. However, if they have a bad experience, they will tell an average of 24 people. Do you see the importance of stopping complaints at the comment stage? If we were to discuss ways to stop complaints thoroughly, it would likely take about two years to write an article. But here, we want to share some quick tips to benefit the hotel as soon as possible.

By human nature, recognition is important for guests who pay to stay at a hotel. In addition to good service, clean and comfortable rooms, and delicious food, being able to remember guests' names and correctly address their family members makes them feel valued and that the staff is on their side. If dissatisfaction arises, the level of anger can be somewhat restrained. The next important factor is the hotel's readiness to respond. This is crucial because it requires excellent hospitality. I say this because I’ve been charmed by the hospitality of people from the Isaan region. As someone who enjoys traveling, I’ve had the chance to stay at friends' homes in various provinces. This is just my personal opinion, but Isaan people exhibit excellent hospitality, whether it’s preparing rooms or food.

The same principle applies to hotels. They must be excellent hosts. We’ll dive deeper into what it means to be an excellent host in the next article, focusing on the importance of readiness in welcoming guests. As Victor Sookseree, former General Manager of Dusit Thani Hua Hin, once said, "We don’t have a second chance to make the first impression." If we are unprepared for welcoming guests, complaints will inevitably follow.

Imagine if you, Mr. Prayuth, booked a room at a hotel from Friday to Sunday. On Friday evening, you planned to finish work early to pick up your wife and child and drive to Hua Hin to enjoy some time at the beach. However, your boss called a meeting at 4 PM, making you leave work late. Returning home to pick up your family was delayed. Traffic was heavy on Rama II Road, and your child was hungry while your wife complained throughout the drive. When you arrived at the hotel, the doorman opened the door slowly, and the first thing to release your three-hour stress was to honk loudly. This was the first blow. Then, when you parked in front of the lobby, no staff came to help with your bags. You walked to the reception and mentioned that you had a booking under the name Prayuth. The staff, without looking up or smiling, responded that there was no booking under that name. This was the second blow. Picture what might happen to the hotel on that day. Even if we quickly arrange a room and check you in after you have already expressed your frustration at the front desk, the chance to make a first impression is already lost. Over the 3 days and 2 nights of your stay, it could be said that the experience was either a tie or a loss because your stay's experience would have shifted from a fact to a feeling. In reality, customer feelings are considered facts. Referring back to the beginning of this article, Mr. Prayuth would become one of the hotel’s negative word-of-mouth marketing cases. However, if the hotel had provided proper recognition and excellent hosting, Mr. Prayuth's complaints would have been confined to his comments alone.