When a guest complaint comes your way, whether on the casino floor, at reception, or during a service interaction, those first 60 seconds set the tone for everything that follows. Mishandling those moments can escalate tension, damage your reputation, or cost you repeat business. But when handled well, even a frustrated guest can walk away feeling heard, respected, and ultimately become loyal to your brand.
In order to do this, your entire team must be on the same page and understand what the process should look like when a guest is upset.
Copy this template to turn complaints into connected, loyal customers.
Step 1: Pause and Listen Without Interrupting (0–20 Seconds)
When someone is upset, your instinct may be to jump in and fix it quickly. Resist that urge. The first thing a guest wants is to feel heard.
- Let them speak without interruption. Even if you think you know what they’re going to say, let them finish.
- Use your body language to show attentiveness: maintain eye contact, keep an open posture, and nod occasionally.
- Stay silent, attentive, and focused. Avoid looking distracted or defensive.
People escalate when they feel ignored or dismissed. Listening fully helps the guest start to de-escalate before a solution is even offered. You’re not agreeing or admitting fault. You’re simply giving the guest space to express themselves.
Step 2: Acknowledge Their Frustration (20–40 Seconds)
Once they’ve shared their complaint, your next job is to acknowledge it with empathy. This is the bridge between their frustration and your solution. In fact, 96% of consumers view this as important when it comes to customer service.
Try saying things like…
“I can understand why that would be frustrating.”
“That’s definitely not the experience we want you to have.”
“Thanks for bringing this to our attention.”
Avoid saying things that dismiss or deflect, like…
“That’s just our policy.”
“No one else has had that issue.”
“You should have told someone sooner.”
Empathy opens the door to resolution. It doesn’t require you to take the blame, but it does require you to take the person seriously.
Step 3: Take Ownership and Reassure (40–60 Seconds)
Now that the guest feels heard and acknowledged, it’s time to lead. Whether you know the full solution or not, the key is to take ownership of the situation.
Use confident, action-oriented language. Examples include…
“Let’s figure out a way to make this right.”
“I’m going to take care of this for you.”
“I’ll look into this right away and follow up with you.”
If needed, bring in a supervisor, but do so with confidence and clarity. Don’t pass the guest off like a problem. Stay involved and assure them that their concern is valued and that it matters.
Most complaints aren’t about the issue itself; they’re about how it’s handled. People remember whether they felt taken seriously and respected, not just whether their problem was fixed. And fixing a problem the right way can actually lead to more loyalty than if a problem had never occurred.
Optional Step: Set Expectations for What Comes Next
If the solution isn’t immediate, such as when a refund requires manager approval or an item needs to be located, be clear about the next steps and timing.
You can use phrases like…
“I’m going to talk to my supervisor now. I’ll check back with you in five minutes.”
“We’re going to see what we can do about this, and I’ll update you as soon as I have an answer.”
Never leave the guest wondering what’s happening or whether they’ve been forgotten.
Practice Makes Perfect When It Comes to Guest Service
Handling guest complaints well isn’t just about common sense, because it’s an actual skill. And like any skill, it improves with training and practice. Role-playing scenarios with your team or reviewing examples together can help make these habits second nature. The more prepared your team is, the calmer and more confident they’ll be in real-life situations.
Turn Customer Complaints Into Loyalty with the Right Employee Training
When your team is trained to listen carefully, respond with empathy, and act with confidence, your business doesn’t just recover from issues but can actually build stronger guest relationships.
If you want to sharpen these skills across your organization, our Working With Upset Guests course is the perfect place to start.
This course gives your team practical tools for:
- Staying calm under pressure
- Listening and responding with empathy
- Knowing what to say (and what to avoid)
- Taking confident next steps toward resolution
Help your employees feel prepared, not panicked, the next time a guest complaint comes their way. Reach out for a free demo today.
