Is The Guest Always Correct?


The concept that “the customer is invariably right” is believed to have originated in the early 20th century, when retailers prioritised customer satisfaction to boost sales and foster loyalty. Initially formulated for the retail industry, this principle gradually infiltrated the hospitality sphere as hotels and restaurants embraced the notion of catering to every desire and preference of their guests. As the hospitality industry went through such evolution, so did the intricacies of guest anticipations. The proliferation of online review platforms and social media has empowered guests to instantaneously share their experiences, rendering hoteliers acutely aware of the influence that a solitary guest’s viewpoint wields. This heightened transparency has further magnified the perception that the guest commands an almost sacred degree of authority.

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However, instances arise when the phrase “the guest is always right” encounters complexities. Not every guest entreaty aligns seamlessly with the hotel’s policies, values, or capacities. Balancing guest preferences with operational realities can lead to situations necessitating a delicate and nuanced approach. Rather than subscribing to a rigid binary of right and wrong, a growing number of contemporary hospitality professionals advocate for an all-encompassing approach to guest interactions. This approach places a premium on effective communication, empathy, and consensus. Instead of doggedly adhering to the saying, hotel staff are encouraged to actively listen to guest concerns, engage in open dialogues, and unearth solutions that are mutually advantageous.

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This evolving mindset is indicative of a more profound comprehension of the intricacies of guest requirements as hoteliers acknowledge that genuine guest satisfaction transcends mere acquiescence to every request. Instead it entails cultivating an atmosphere where guests feel esteemed, respected, and sincerely attended to. The question of whether the guest is perpetually correct remains pertinent. The focal point has shifted from unwavering subservience to a more balanced and empathetic approach, one that esteems the guest experience while simultaneously upholding the boundaries of practicality and ethical considerations.

Undoubtedly, future of hospitality resides not in rigidly adhering to a catchphrase, but rather in the authentic relationships cultivated between hotels and their guests — a testament to the evolving essence of exceptional guest service in an ever-changing global landscape.
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