a maintenance or technical issue is never just about the fault itself. It is about how you respond. You need to act fast, take full ownership, and never hide behind departments. At Ca’ di Dio, we always ask ourselves, If we were the guests, what would make us feel seen, reassured, and respected within the next 15 minutes? A room change is not enough. Proactive gestures, visible leadership, and clear communication make the difference. And you must follow up personally. The guest should never have to chase for answers. Solutions matter. offering a bottle of champagne cannot be l the default fix. Every gesture must be thoughtful and relevant to the situation. How we respond in these moments defines who we are as a team and as a hotel .

Talk to the guest, show empathy, understand the need of the guest and offer solutions or measurable assurances. No complaints are unresolvable. How you respond, how soon you respond and genuine response will win the guest back.

In my experience offer immediate solution like tomorrow change, and sincerely apology is effective way to guest satisfaction. Definitely we have to offer our help to pack things.

How to ensure guest satisfaction during a maintenance issue: * Apologize sincerely. * Acknowledge impact. * Offer immediate solutions. * Provide alternative accommodation (if needed). * Offer compensation. * Communicate clearly. * Follow up. * Prevent recurrence.

1. Communicate immediately and transparently about the issue and timeline 2. Offer meaningful compensation that exceeds the inconvenience level 3. Provide alternative solutions while the problem is being resolved 4. Follow up after resolution to confirm guest satisfaction