Conflict Resolution Policy
Written by Artyom Meltonyan
Updated at September 2nd, 2025
- Policy & Procedures
- Check-In / Check-Out
- Booking Related
- Payment Related
- Property Related
- Privacy, Safety & Awareness
- Complaints & Requests
- Procedures, Policies & Guides
- Fujairah Branch
- Business Development
- Vacation and Leave Policies
- POLICIES
- POLICIES
- POLICIES
- Reservation Policies
- Guest Relation Policies
- POLICIES
- POLICIES
- POLICIES
- PROCEDURES
PURPOSE
The primary objective is to resolve guest complaints or conflicts effectively and diplomatically.
SCOPE
This SOP applies to all employees and staff members of Deluxe Holiday Homes involved in conflict resolution, including Guest Support Team, Guest Relations Team, and Management.
DEFINATIONs
| Term | Description |
| Conflict | Any disagreement, dispute, or misunderstanding between parties that may disrupt normal operations or affect guest satisfaction. |
| Stakeholders | Individuals or groups directly involved in the conflict, including guests, employees, contractors, or third-party vendors. |
ROLES AND RESPONSIBILITIES
| Responsible | Description |
| Reservation Team | RAs are responsible for initiating and managing guests for future bookings. |
| Guest Support Team | Responsible for initially receiving and logging guest complaints and requests into the system. |
| Guest Relations Team | GROs are responsible for facilitating the check-out process and documenting any reported damages. |
POLICY
- Identification: Upon receiving a guest complaint, employee should listen attentively, express empathy, and document the details of the complaint in HubSpot/ PMS.
- De-escalation: Employees to use de-escalation techniques to calm tensions and diffuse potentially volatile situations whenever possible.
- Mediation: If de-escalation is unsuccessful, the conflict may be highlighted to the Supervisor or Head of Customer Relations.
- Investigation: The Supervisor or Head of Customer Relations conducts a thorough investigation into the nature of the conflict, gathering relevant information and perspectives from all parties involved.
- Resolution Options: Based on the findings of the investigation, the mediator or manager presents potential resolution options to the parties involved, aiming to find a mutually agreeable solution.
- Resolution Implementation: Once a resolution is agreed upon, Supervisor or Head of Customer Relations. oversees the implementation of the agreed-upon solution and ensures that all parties adhere to the terms.
- Follow-Up: After the resolution, Supervisor or Head of Customer Relations follows up with the parties involved to ensure that the conflict has been effectively resolved and to address any lingering concerns or issues.
- Documentation: All steps of the conflict resolution process, including communication, actions taken, and resolutions reached, are accurately documented in the PMS/ HubSpot for future reference and accountability.
Policy Review:
This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes properties.