Hotel Complaint Behavior and Resolution: A Content Analysis

Abstract

This article represents a case study of a luxury hotel located in New York City. A content analysis of 220 complaints recorded in a logbook used by front desk agents during 1994 was conducted. The data were classified by guests' gender and place of residence, time of complaint, the type of complaint, the solutions to the complaints, and guests' responses to the solutions. This method provided insights into the hotel's operation and customer base, and suggested areas for future attention.