How can you handle the guest laundry that has a damaged?

If you have received the damaged item from the guest and not yet processed it for cleaning, it is important that the hotel manager contact the guest first, explaining that you've received a damaged item, and ask whether the guest still wishes it to be cleaned or even repaired, if time is available.

If you are suggesting that you have accidentally damaged a guest's laundry 'in-house,' then it is the hotel's immediate responsibility to correct the problem, if possible, or offer compensation.

The guest may prefer to be paid for the item, which the front desk should pay out without any hesitancy, provided the manager approves and even, possibly considering increasing the amount requested by a small figure, to show your sincerity that you apologise and don't wish this incident to reflect on the hotel's dedication to its guests.

If the item was sent out to a professional laundry for cleaning and you have received it back damaged, you must communicate with the laundry directly and raise the issue. It will be their responsibility to pay for the error. However, at no point should you make the guest have to go through this hassle. If the hotel pays out because the outside laundry has made the error and acknowledges it, then the hotel should send the bill to the laundry. Do NOT at any point cause problems for the guest.

A quality hotel, run by quality staff, are committed to making every guest feel special and appreciated. Just think of how you would like to be treated. If you value their business, and value the potential guests your current guest could bring to your hotel, you will do everything you can to make amends for the problem, even considering offering a complimentary dinner in the dining room, or champagne delivered to the room (provided they're not Muslim), or candies as an alternative.

To have a good hotel you have to have good staff. You will all decide what you are and what your hotel is by the decision you make.