7 Hotel Customer Service Phrases to Use (+ 5 to Avoid)

Hotel Customer Service Phrases for Staff to Use 

“Great question – Let me check and I’ll find that out for you” 

Using this phrase shows you value a guest's enquiry and are committed to providing them with accurate information. It reassures the guest that their question is important and worth investigating rather than receiving an immediate, possibly incorrect, answer full of uncertainties in the form of "I think” or “From memory...”. This approach to hotel customer service builds trust and ensures guests feel their needs are taken seriously. 

“If you can [action], then I can [action]” 

When a solution needs a bit of teamwork, this phrase shows that a guest's involvement can make a difference, creating a sense of partnership. By presenting it as a shared effort, it promotes a more positive interaction and helps set clear expectations.

“Expect an update from us by [date/time]” 

Providing a specific timeframe for an update helps to manage a guest’s expectations and reduces anxiety about the outcome. It assures guests their concerns are being actively addressed and will receive timely communication. This transparency and commitment to follow-up enhances trust and confidence in your hotel’s service. 

“Thank you for being our guest” 

Simple but effective. Expressing gratitude to a guest reinforces a positive and welcoming atmosphere, making them feel appreciated and valued. This acknowledgment can enhance the guest’s overall experience, making them more likely to view their stay positively. 

“Here's what we can do...” 

Starting with what can be done rather than focusing on limitations shows a positive and solution-oriented attitude. This helps to shift the conversation towards actionable solutions, making guests feel their issues are being actively addressed. By presenting available options, hotel staff can maintain a constructive dialogue with guests. 

“Do you have any feedback on your experience so far?” 

Remember – you don’t need to wait for an issue to engage in customer service practices. Being proactive and inviting feedback from hotel guests actively involves them in the quality improvement process, showing their opinions are valued. This phrase can reveal insights into the guest’s experience that might not be otherwise shared, allowing your hotel to address issues promptly, rather than waiting for post-stay feedback. 

“From my understanding, the issue you’re experiencing is [paraphrase] - have I got that right?” 

Paraphrasing a guest's concern shows you’re actively listening and ensures you both have a clear understanding of the issue. It provides an opportunity for guests to clarify or elaborate on their problems, which can lead to a more accurate and effective resolution.  

Hotel Customer Service Phrases for Staff to Avoid

To be honest with you...” 

Using this phrase can imply that previous communications may not have been entirely truthful, which can undermine trust. It suggests a lack of transparency up until this point, potentially making guests question the integrity of the information provided by your hotel. This creates unnecessary doubt and discomfort.

“Apologies for any inconvenience this may cause”

It’s genetic, insincere, and fails to acknowledge the specific nature of the guest’s inconvenience. This phrase may come across as dismissive and insufficient, especially if guests are facing a significant issue. Instead, go for a personalised apology that directly addresses a guest’s concerns.

“Sorry, we can’t do that”

Flatly stating something cannot be done shuts down the conversation and leaves a guest without alternatives. It conveys a sense of inflexibility and unwillingness to assist, which can lead to negative perceptions of your hotel customer service. Instead, offer possible alternatives or solutions to show your willingness to help.

“You’ll have to...”

Telling a guest that they "have to" do something sounds commanding and unaccommodating, potentially causing further frustration. This phrase can create a negative experience by making a guest feel as though they are being forced into an action, rather than discussing their concerns for a desired outcome.

“Is there anything else?”

Although you may be eager to end a particularly challenging customer service request, this phrase can sound dismissive, which may make your guest feel rushed or unimportant. It can give the impression that your hotel is only interested in resolving the current issue quickly rather than providing ongoing support. Instead, use more open-ended questions that invite additional concerns and feedback.