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How to overcome maintenance issues complaints in a hotel and obtain guest satisfaction

Resumen en inglés

This report was written based on the internship of the research student. It was found a common challenge: maintenance issues complaints. From that moment on, it was considered pivotal to study how guest satisfaction was being achieved despite the physical damages in the establishment. Literary work was deeply investigated to give an answer to the question. Experts in hospitality, maintenance and housekeeping were searched for this purpose. Their wise quotes were cited in the body of this document. Consequently, two strategies were proposed based on their thoughts. These ones are aimed to give resolution to the problem. Moreover, interviews were conducted to the responsibles of reception and housekeeping departments in the hotel. Finally, results are presented in comparison of the theories and the responses from the interview. In this way, it was possible to determine the effectiveness of the solving measures of the hotel in question.