The complaint the guest refuses to allow you to solve. For example we had a guest who found some animal hair from the previous guests in a corner which the maids missed. We offered to re-clean it (for free of course). He refused. The next day he complained again. We offered to clean again an he refused again. His reasoning: he didn’t want to move his stuff away for cleaning nor did he want us to move it for him.
We tried to sneak in a maid but at least one family member was always present and refused to allow us to clean. Yet the daily complaints continued. So this man screamed at our receptionist (or even the boss) on a daily basis.
In the end we decided not to give him any discount as he obviously only wanted somebody to mentally abuse. On day 3 we told him that we would either clean it now, or not clean and he had to be happy with it. If he wasn’t happy with either solution he could leave. 🤷
He wasn’t the first of this kind nor will he be the last. We know about these kind of guests, and I think more people should be made aware that some people are just abusive. They will try to make abuse look like a complaint. So it’s important learn to differentiate and to stand up for your employees.