🎟️ Customer Expectations That Reduce Complaints

Practical fixes for pricing, language, and service recovery

Part of our Hospitality Marketing VIP Strategy Series

🌞 Hello and Welcome To Hospitality Marketing Insight, I’m your host, Dawn Gribble.

Managing customer expectations is one of the few levers hospitality teams can still control.

Most complaints do not come from poor service. They come from expectations that were set too high to be reliably delivered. Those expectations are shaped by marketing, long before a guest arrives.

This briefing focuses on pricing, language, and recovery decisions that reduce complaints rather than create them, and on the behaviours worth stopping if you want expectations to hold up in real conditions.

📄 On the Menu

• Pricing Expectations and Complaints

• Shaping Pre-Arrival Expectations

• What To Stop

Let’s Check In ☕

In Managing Customer Expectations the core finding was this:

Expectation failure in hospitality is created by marketing decisions