First, what kind of complaint is it?

  • IfThe guest reports smoke coming from another room right nowThenSend security or the manager on duty to the corridor to confirm and locate the source.
  • IfThe guest just checked in and the room smells stale or smokyThenOffer a move first, then block the room and log it for housekeeping and engineering.
  • IfThe guest describes a musty or sewer smellThenOffer a move and have engineering check the room promptly for leaks or dry drains.
  • IfThe guest mentions gas, burning or an electrical smellThenTreat it as a safety call: get the guest out, send engineering, and call 911 or the gas utility if there is any sign of gas or fire.
  • IfThe guest mentions a stinging sensation or coughingThenMove the guest and treat the room as possible irritant spray until checked.

The response, step by step

  1. Listen and repeat back.Confirm the room number and what the guest smells, in their own words.
  2. Offer a choice.A move to a comparable or better room is usually the most valued fix. If no room is free, explain what can be done and when.
  3. Send someone to smell it.A supervisor confirms the odor in person. This record matters if the room needs work or a charge goes to a previous guest.
  4. Block the room.Mark the room in the property management system so it is not resold before it is checked.
  5. Write the log entry.Record time, guest comments, staff observations, the room offered and the outcome.
  6. Follow up before checkout.A short check-in with the guest the next day closes the loop and often prevents a negative review.

Why the previous guest matters

When an arriving guest complains of smoke, the room was almost always smoked in by someone earlier, and it slipped through inspection. Pull the previous occupant's folio and housekeeping record before the trail goes cold. Even if a charge is no longer practical, the pattern can show which floor, room type or inspection step is letting odor rooms through.

Downtown properties with many short stays turn rooms quickly. A supervisor who smells every departure room is not realistic, but smelling every room that had a smoking flag, a noise complaint or a security visit during the stay is.

What not to do

  • Do not spray air freshener and hand the room back to the same guest.
  • Do not argue about whether the smell is real.
  • Do not promise a refund before the manager on duty agrees.
  • Do not move the next guest into the room until it has been checked.
  • Do not discuss another guest's behavior by name.

Common questions

What if the guest says the smell is giving them a headache?

Move them away from the area, offer water and fresh air, and ask whether they need medical help. If symptoms are severe or several people are affected, call 911 and have engineering check for a gas or combustion problem.

General information for Downtown Denver, not a quote or professional advice. In an emergency, call 911.