酒店企业无论其档次高低、设施与设备是否完善,要想做到时时处处让客人感到满意,十分困难。当前我国酒店企业的经营管理与国际先进水平相比,还存在不小的差距和一些不容忽视的问题,客人对酒店服务的投诉问题也日益增多。客人投诉对于酒店企业会产生较大的负面性影响,如何妥善处理和应对客人对酒店投诉的问题,以改进和完善酒店的服务管理工作,已经成为国内酒店行业与相关企业一个的亟待研究解决的问题。本文简要介绍了客人对酒店的投诉问题分类、投诉的心理及酒店投诉的不良影响,深入阐述了妥善处理酒店投诉问题的重要意义,研究提出了酒店应对与处理投诉问题方面的对策和建议。 Hotel enterprises, regardless of their grade level, facilities and equipment are perfect, in order to be always satisfied with the guests, very difficult. At present, compared with the international advanced level, the operation and management of hotel enterprises in our country still have some gaps and some problems that can not be ignored. The complaints about hotel services by guests are also increasing. Guests complain about the hotel business will have a greater negative impact on how to properly handle and respond to guest complaints from the hotel to improve and perfect the hotel service management has become the domestic hotel industry and related businesses need to be studied and solved problem. This article briefly introduces the classification of customer complaints on the hotel, the psychological complaints and hotel complaints adverse effects, in-depth expounded the importance of properly handling complaints from the hotel, the study proposed the hotel to deal with complaints and countermeasures and suggestions.