Did you ever notice how optimism can turn to disappointment and then to anger? Yesterday as I was playing in the sun with several semi-feral kittens, I let my mind wander and I suddenly observed the distinct thresholds that brought me to lodge a complaint at my hotel.
When I first saw my room, I just laughed. It was like a student dormitory, but it didn’t matter. This hotel serves the French school where I’m learning French, so there are a lot of twenty-something students around and the atmosphere is decidedly informal. But when informal crossed the line into incompetent, the problems started mounting:
- I asked to have my shower fixed three times with no action from management.
- Although I’d been promised a WIFI connection (a necessity for staying in connection with my Vancouver clients), it frequently didn’t work or the connection was so slow it was like being thrown back into distant 1994.
- With no notice, the management of the hotel tore apart the ceiling in the corridor leading to my room, leaving wires and dangling lights in the way.
- While I expected a certain amount of partying, it didn’t occur to me that some students would selfishly party all night long on a school night at the expense of sleep for everybody less inclined to party (and then miss classes themselves the next day to catch up on sleep).
- My room was close to the shared kitchen where noisy students tended to gather and in addition to the noise, a night’s partying left our shared kitchen (already laughably inadequate) filthy—a cochonnerie in fact.
A few years ago, before I learned how truly counterproductive complaining can be, I think I actually thought complaint was an effective communication tool. When I realized this was not the case, I resolved never to complain again. Now, this untenable situation was backing me into a corner. As a readied myself for class, I pondered the most effective way to complain so that my grievances would be heard and acted upon.
Here’s what I decided:
- No matter how justified, nobody likes a complainer. When stating the grievance, avoid whining. Whining is a fast ticket to abdicate your power. Instead, clearly explain the problem and the solution you expect to see.
- Document your complaint. Make sure your facts are straight before you complain, then you don’t find yourself on the defensive.
- Give people receiving an out—an opportunity to be right; otherwise, they may become defensive.
When I arrived at the school, I sat down with administrator. I simply said I had a problem with Castel Arabel (my hotel) and held up my iPhone with pictures of the filthy kitchen and the disemboweled ceiling. I described my attempts to get my shower fixed and my lack of sleep resulting from the all-night partiers. I then explained my concerns about my friend, Sylvie, coming from Quebec and whether if the problems were not resolved could we expect to be reimbursed should we move to a different hotel? I only used strong words where when he tried to excuse the state of the hotel. I simply said, “No more excuses”. He then offered to call the hotel and speak with its manager.
When I returned to the hotel, my shower was fixed and the manager explained to me that because of the work in the hallway, he’d be moving me to their “de luxe” accommodations for the duration of my stay. I let him save face (it’s much easier for him to apologize for moving me because of the repair work in the hallway than my lengthy list of other complaints). I courteously thanked him for thinking of me and finding me a different room.
All is well now. I can feel my optimism begin to return. I conveyed that I wasn’t going to fly into a rage, I am not a complainer, and I expect results if I do lodge a complaint.