James M. Martin shared a brilliant framework he called the 'three-door rule' from his time working in hotels.

When a guest is fuming about something small (no lounge chair or no room in the snorkelling lesson) it’s rarely about just that.

• 🚪 Door 1: the immediate complaint.
• 🚪 Door 2: the earlier disruption (flight delays, lost luggage).
• 🚪 Door 3: the real reason: stress, pressure, unmet expectations.

Guests don’t always come with context, but they often come with baggage (and not just the rolling kind).

‍The magic happens when hotel staff slow down, listen, and try to unpack the full story.

If you can defuse doors 2 and 3, door 1 tends to take care of itself.