This study explores how differently categorized accommodation facilities manage customers’ complaints and negative online reviews. It shows who is in charge of managing them, what kind of complaints do subjects mostly receive and how they resolve them. What most accommodations have in common is considering positive and negative reviews, which is very important in creating image in potential customers’ heads. Higher categorized accommodations mostly respond to negative reviews with already prepared, standard form of response while lower ranked facilities, hostel and camp resort respond to them more personalized and not so formal. In the paper it is presented how continuous complaints can have a major negative impact on front line employes such as stress, anxiety, low self and worth ect. Further, majority of accommodations keep track of their guests’ reviews on leading travel websites such as TripAdvisor and Booking.com. It is clear that in today’s modern times potential customers will first check online reviews before making any purchases. That is why it is crucial that the majority of previous guests posts reviews and that their experience is positive. The paper emphasizes the importance of correctly managing customers complaints in order to have a positive relationship with previous and future customers. It also gives the management guidelines on how they should respond to complaints and take in inconsideration who is filling the complaint, for what reason and how do they express themselves. Needed data for the research was gathered by semi-structured interview with beforehand prepared questions and sub-questions in order to clarify certain topics. This method was chosen because an interview with a person who has a direct contact with customers’ complaints gives the best insight in needed informations.