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Case Study 5

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30 views3 pages

Case Study 5

Uploaded by

Arthur Legaspina
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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University of Cebu-Main Campus

College of Hotel and Restaurant Management


HRM 16G : PRACTICUM 2

Case #5
COMMON LODGING COMPLAINTS AND PROBLEMS: WIKITRAVEL.ORG
Wikitravel.org released in an article a list of the common problems a guest at a hotel, motel, or other
place of lodging may encounter. These situations are generally not pleasant, and in severe cases, may
ruin one's vacation. The likelihood of them can be reduced if one reads hotel reviews prior to making a
decision to book a lodging facility or asks to see the place prior to checking in.

Historically, lodging facilities have easily been able to get away with neglecting their properties and
mistreating their customers because often they do not get repeat customers, since many people will
only travel to a location once. But that is changing. The reviews provided on the internet in modern
times has given all such establishments with an incentive to offer quality accommodation because those
that give bad service are likely to receive negative reviews and therefore lose business.

Property quality and condition

Dirty room

The room, or parts thereof, are shy of being immaculately clean, and can appear disgusting to the guest.
This may include the floor or carpet, the wall, the upholstery, the linens, the bathroom, or the kitchen
facilities, just to name a few.

Unpleasant odors

The room exhibits an unpleasant smell to the guest.

Often, the room smells like cigarette smoke, which is unpleasant for a non-smoker. Separate smoking
and non-smoking rooms are supposed to alleviate this problem, though properties vary in how good of a
job they do at this.

Uncomfortable beds

The bed(s) are extremely hard, old, or otherwise uncomfortable to sleep on. The pillows are too hard,
too thin, or worn. Or else the linens are made of an unpleasant fabric. This could affect one's ability to
sleep well.

Infestation

The room is infested with insects or rodents, commonly roaches or bedbugs.

Amenities not working

Many properties are sought for the amenities they include. But it can be frustrating when one or more
of them are malfunctioning. No one likes to have an air conditioner that does not work on a hot day, or
wifi that simply will not connect.

Deteriorating facility

The building or the room within are falling apart, and have not been well maintained. Some examples
are excessive peeling paint or wallpaper, a leaking ceiling, dripping pipes, rust or mold, broken windows,
or loose tiles, to name a few.

Unsavory guests

One or more, sometimes a significant number of guests staying at the property, are a nuisance because
of their behavior, and their presence can be bad enough to ruin one's stay. Some of these behaviors can
include guest being rude in common areas, playing loud music or TV, public drunkenness, illicit drug
usage, drug sales, and prostitution, just to name a few, all while management is apathetic to this
activity. In fact, certain motels unofficially quite specifically cater to people looking for a safe and cheap
place to do drugs and have sex with prostitutes. For a traveler it is better to avoid those places.

https://wikitravel.org/en/Common_lodging_complaints_and_problems
Case Study Report Outline
1. Introduction and Rationale of the Case
2. Description of the Status of the Case
a. Describe the current situation of the case
b. Describe the performance standards and measures (if any)
3. Assessment/Analysis of the Case
a. Describe the operational strength of the case
b. Describe the issues/problems/concerns within the case
4. Alternatives for improvement
a. Present alternatives to address the identified issues/problems/concerns
b. Assess the alternatives to determine the viable solutions
5. Recommended solutions/improvement
6. References:
It is recommended that you source business journals, textual references as well as any
online sources to support your answers on number 5. Make sure to include it with facts and
figures. Please try to use your own words and ideas based on research rather than copy and
paste other’s words from the internet. You should use the APA format style for the citations
in this section.

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