Unhappy guests will always give you bad news whether it is about the company or the hotel and it will take just one person to completely shatter a good day when you are working for everyone. Whatever the cause may be, there are plenty of unhappy customers who can still be our guests and hope for making it better in the future business. So when you are speaking to the customer, make sure to listen to them firstly. Second, thank them for letting you know where the problem lies. Third, convey your apologies to the guest. Third, see what the guest is looking for as a solution. Fourth, act on the solution.