Hosting Service Complaints, Claims, and Suggestions for Accommodation Management

Abstract

Objective: The objective of the research was to analyze the management of complaints, claims and suggestions regarding the service provided in lodging establishments in Sullana, Peru.   Theoretical reference: A complaint arises from the client and involves a state of dissatisfaction caused by a failure in the service provided. Managing complaints, claims and suggestions that arise in a lodging establishment is a key aspect when it comes to providing better service, since the focus should be on the client and on satisfying each of his needs.   Method: The methodology is a basic, non-experimental, descriptive and cross-sectional design, with a non-probabilistic sampling by convenience and intentional, the sample was made up of 11 lodging establishments in the district of Sullana, which responded to items with a Likert scale.   Results and conclusion: The results indicate that the complaints, claims and suggestions come from the service provided in the established time considering that the clients will make the claim orally to the waiters in the case of food service and if it is for the rooms they will resort to the receptionists, the registration of claims does not happen in all cases, on the other hand, there are clients who prefer not to present the claim to the personnel, and tend to transmit it to other people generating negative comments that affect the image of the establishment.   Research implications: The study invites us to rethink whether or not to ignore an incident. An important fact is to accompany the solution with some kind of compensation; it can have a valuable effect on the customer, turning him from a dissatisfied customer into a loyal customer. However, the absence of complaints does not always indicate full satisfaction.   Originality/Value: This study contributes to the literature on the management of complaints and claims for the improvement of service in lodging establishments, which will make it possible to anticipate future incidents.