How are you guys handling layout/accessibility complaints and last-minute room switches lately?
Hey everyone,
Using a burner account because I don't want this tied back to my property. I’m a GM at a property with a bit of a sprawling layout (multiple buildings/floors, some tricky navigation to get to the pool/amenities).
This past weekend (we were at 98% occupancy), I had three separate guests check in, get to their rooms, and immediately come back down furious because the walk was too long or too confusing. Shuffling rooms last-minute during a sell-out night absolutely killed my front desk team and threw housekeeping into a tailspin.
I’m losing my mind over the negative reviews hitting our GSS scores for "poor accessibility."
Does anyone else have a property with a nightmare layout? How are you prepping guests for the reality of your property before they arrive so they don't freak out at check-in? We try to explain it at the desk, but by then, it's already too late if the house is full.
Appreciate any advice or just solidarity lol.
Thanks in advance.