Guests' complaints common among hotels in Iloilo City

Abstract

This survey research aimed to determine the guests complaints common among hotels in Iloilo City. Conducted from December 2016 to January 2017 among Department of Tourism accredited hotels in Iloilo City, the study utilized 205 randomly selected guests of 8 hotels in Iloilo City as respondents. One culled and modified instrument from The Customer Exit Satisfaction Ratings Instrument by Ortega (2014) was used to gather data. Frequency count, percentage analysis, and rank were employed as descriptive analysis. Results of the study revealed that, the top 10 complaints common among hotel guests as entire group were: "small parking area," "delayed delivery of food request," "unavailable free Wi-Fi," "limited menu offerings," "poor room ventilation," "congested guestroom," "slow processing of check-in and check-out," "malfunctioning amenities," "limited emergency exit signages," and "inconvenient restaurant opening hours." The top 10 complaints common among hotel male guests were: "small parking area," "delayed delivery of food request," "unavailable free Wi-Fi," "limited menu offerings," "poor room ventilation," "congested guestroom," "limited emergency exit signages," "malfunctioning amenities," "slow processing of check-in and check-out," and "uncomfortable seating arrangement at the dining areas." The top 10 complaints common among hotel female guests were: "small parking area," "delayed delivery of food request," "unavailable free Wi-Fi," "limited menu offerings," "malfunctioning amenities," "poor room ventilation," "slow processing of check-in and check-out," "congested guestroom," "inconvenient restaurant opening hours," and "limited emergency exit signages." The top 10 complaints common among hotel young-age guests were: "small parking area," "delayed delivery of food request," "limited menu offerings," "unavailable free Wi-Fi," "poor room ventilation," "malfunctioning amenities," "slow processing of check-in and check-out," "congested guestroom," "limited emergency exit signages," "inconvenient restaurant opening hours," and "ineffective handling of guests' complaints." The top 10 complaints common among hotel middle-age guests were: "small parking area," "unavailable free Wi-Fi," "delayed delivery of food request," "limited menu offerings," "congested guestroom," "poor room ventilation," "slow processing of check-in and check-out," "malfunctioning amenities," "limited emergency exit signages," and "uncomfortable seating arrangement at the dining areas." The top 10 complaints common among hotel old-age guests were: "small parking area," "congested guestroom," "delayed delivery of food request," "limited menu offerings, poor room ventilation," "slow processing of check-in and check-out," "inconvenient restaurant opening hours," "inaccessible hotel reservation system," "uncomfortable seating arrangement at the dining areas," and "unresponsive to guests' needs." The top 10 complaints common among hotel single guests were: "small parking area," "delayed delivery of food request," "poor room ventilation," "limited menu offerings," "unavailable free Wi-Fi," "malfunctioning amenities," "limited emergency exit signages," "congested guestroom," "stinking comfort rooms," "erroneous bill entry," and "inconvenient restaurant opening hours." The top 10 complaints common among hotel married guests were: "small parking area," "delayed delivery of food request," "unavailable free Wi-Fi," "limited menu offerings," "slow processing of check-in and check-out," "congested guestroom," "poor room ventilation," "malfunctioning amenities," "inconvenient restaurant opening hours," and "inaccessible hotel reservation system." The top 10 complaints common among hotel by short-stay guests were: "small parking area," "delayed delivery of food request," "poor room ventilation," "limited menu offerings," "unavailable free Wi-Fi," "malfunctioning amenities," "congested guestroom," "limited emergency exit signages," "inconvenient restaurant opening hours," and "slow processing of check-in and check-out." The top 10 complaints common among hotel by average-stay guests were: "small parking area," "unavailable free Wi-Fi," "delayed delivery of food request," "congested guestroom," "slow processing of check-in and check-out," "limited menu offerings," "malfunctioning amenities," "limited emergency exit signages," and "uncomfortable seating arrangement at the dining areas." The top 10 complaints common among hotel by long-stay guests were: "small parking area," "delayed delivery of food request," "slow processing of check-in and check-out," "unavailable free Wi-Fi," "ineffective handling of guests' complaints," "inaccessible hotel reservation system," "erroneous bill entry," "inconvenient restaurant opening hours," "congested guestroom," "poor room ventilation," "disregarded utmost privacy of guests," "malfunctioning amenities," and "rude hotel staff." The top 10 complaints common among hotel guests with business as purpose of stay were: "small parking area," "delayed delivery of food request," "limited menu offerings," "poor room ventilation," "unavailable free Wi-Fi," "slow processing of check-in and check-out," "stinking comfort rooms," "limited emergency exit signages," "congested guestroom," and "malfunctioning amenities." The top 10 complaints common among hotel guests with conference/convention as purpose of stay were: "unavailable free Wi-Fi," "delayed delivery of food request," "small parking area," "slow processing of check-in and check-out," "inconvenient restaurant opening hours," "malfunctioning amenities," "congested guestroom," "limited menu offerings," and "poor room ventilation." The top 10 complaints common among hotel guests with pleasure as purpose of stay were: "small parking area," "delayed delivery of food request," "limited menu offerings," "congested guestroom," "poor room ventilation," "unavailable free Wi-Fi," "malfunctioning amenities," "limited emergency exit signages," "inconvenient restaurant opening hours," and "ineffective handling of guests' complaints."