Handling guest complaints effectively is crucial for maintaining customer satisfaction and retaining business. For over 10 years, Bukit Vista has made its mission to inspire delight through hospitality innovations that positively transform our guests.
One of the ways we do this is through our GES (Guest Experience Supervisor). Where our team in reservation & hosting, business intelligence, and on-site guest supervisor work together to ensure our guests have the most delightful stay. By coordinating with one another on discovering each individual guest’s issues and finding the best solution rapidly and appropriately.
How the mechanism works can be seen in the graph below, where after our guests report a complaint to out hosting team, Bukit Vista hosts will inform our on-site supervisor and solve the guests inquiries.
Here are some of examples of how we helped out with our guest’s complaints.
Internet issues
One of our guests previously complained about the internet issue during her stay. Because she needs reliable internet for her work she was left disappointed that her internet connection has unstable connection. Receiving this feedback, our hosts inform Tendi – Bukit Vista property manager and inspector to help. Thanks to Tendi’s resourcefulness, he bought a local sim card with high-speed internet for our guests. Eliminating the issue of her low-speed internet so she can enjoy the rest of her stay.
Mold issues and changing room
Nicolas one of our guests found issues within his room as there is mold and requested his room to be changed. After our hosting team received this information, we quickly asked him to share some photos for proof. After it was confirmed, Tendi – Bukit Vista onsite inspector quickly went to see the property and confirmed the issue. Tendi and the team then quickly change Nicolas rooms within the accommodation to make his guests more memorable. Additionally, the team submitted a report on the property inspection so the on-site property staff can fix the molding issues in the future.
As you can see from the examples above, we take great pride in ensuring our guests have a delightful stay and our properties are well maintained. As the leading property and villa management company in Bali, we bring in experts to train your staff in various fields and conduct a thorough assessment of your property and tailor cleaning services that match your property’s unique characteristics so only the finest international hospitality standards are upheld and our guests feel delighted after their stay.