In December of last year, Hotel Executive published an article from Partner Rob Schnitz that focused on how hotel operators should navigate a guest’s legal claim.

Schnitz explained, “Often in service recovery mode, a hotel or restaurant might agree with a guest’s complaint in an effort to recover the guest’s trust. That may be a good strategy to try and retain the guest’s business, but it may come back at the business if the issue does not resolve, and a legal claim is made. For this reason, it is wise to obtain guidance from a lawyer before making such a gesture.”

He continues to outline different scenarios and the best course of action in these situations. When handling the example of the personal injury dispute, Schnitz explains, “Since the guest has already filed a lawsuit, the hotel and its lawyer will have to decide who should speak to the guest or his lawyer. Regardless, the hotel should consider first expressing its regret over the guest’s poor experience at the hotel.”

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