In the world of luxury hospitality, perfection is always the aspiration—but even at the finest addresses, not every guest experience unfolds flawlessly. What truly sets exceptional hospitality professionals apart is not the absence of problems, but the grace, empathy, and skill with which they respond when challenges arise.

Across Marriott International’s global portfolio, the LEARN model stands as the gold standard for service recovery, empowering teams to transform setbacks into opportunities for enduring guest loyalty and trust. This approach isn’t just a set of steps—it’s a mindset, embraced by thousands of associates worldwide.

LEARN: The Service Recovery Mindset

L – Listen

Exceptional service begins with the simple act of listening—fully, attentively, and without interruption. Instead of rushing to solve the issue, take a breath and let the guest express their concern in full. Use eye contact and positive body language to demonstrate genuine presence. Often, when a guest feels truly heard, much of the emotional weight of the problem is already lifted.

E – Empathize

Empathy is more than a scripted phrase; it is the ability to authentically understand and validate the guest’s feelings. Express understanding with statements like, “I can see how that would be frustrating,” or “Anyone in your situation would feel the same.” When empathy is felt, trust is repaired, and the path to resolution becomes smoother.

A – Apologize

A sincere apology—offered promptly, without excuses—shows integrity and accountability. “I am truly sorry for the inconvenience you’ve experienced” acknowledges the guest’s discomfort and assures them their concern is taken seriously. Taking ownership, regardless of fault, is an essential hallmark of professional service.

R – Respond

An apology alone is not enough. Action is what ultimately restores guest confidence. Once you understand the problem, respond quickly and appropriately—whether that means arranging a replacement, offering a solution, or escalating to someone with authority to resolve the issue. Timely, effective response demonstrates respect for the guest’s time and the importance of their experience.

N – Notify

Closing the loop is vital—not just for the individual guest, but for the team as a whole. By notifying colleagues and supervisors about what happened and how it was resolved, teams can learn from each challenge and prevent recurrence. This transparent approach builds a culture of continual improvement and shared excellence.

Why LEARN Matters: Turning Problems into Loyalty

Complaints are not failures—they are invitations to demonstrate care and commitment. Handled well, service recovery moments can become the very reason a guest returns, now loyal not because everything was perfect, but because they felt genuinely valued when it wasn’t.

The LEARN model, adopted throughout Marriott International worldwide, is not simply a sequence of steps, but a mindset that belongs at every level and in every role—whether guest-facing or behind the scenes. It empowers teams to act with discernment, sincerity, and pride, especially in moments when true hospitality is most needed.

Striving for Compassionate, Empowered Recovery

In luxury hospitality, the pursuit is not just flawless operations, but flawless recovery. Every setback is a chance to embody the highest values of our profession: to listen deeply, empathize sincerely, apologize honestly, respond decisively, and notify openly. In doing so, we turn ordinary service into extraordinary experiences.

Let us strive not for unreachable perfection, but for empowered, compassionate recovery—making every guest interaction an opportunity to build trust, loyalty, and lasting impressions.