Handling Guest’s Complaints
Lesson Plans
Activities Work Sheets
There will be inevitable times when guests have a problem about something and will complain
about it. Sometimes these complaints will be justified, such as being brought the wrong order
in a restaurant or not getting the kind of room that was booked or being over charged for a
service. Sometimes the complaints will be unreasonable, such as a guest demanding an up
graded room at no extra cost or becoming anger over a short delay. Whether the problem
or complaint is justified or not, it must be handled with dispatch and professionalism.
The kinds of problems and complaints that hotel employees are likely to encounter
are as varied as the guests themselves. Look at a few of these examples.
Expressions- Complaints
Possible problems or complaints
There are not enough towels in my room.
The sink is leaking in the bathroom.
This tread mill doesn’t seem to be working properly.
How did my child get so dirty?
I seem to have misplaced my tennis racket. Has one been turned in?
I specifically requested an ocean view, but the room I was given has a view of the pool.
This soup is not warm enough.
This fish tastes like sour milk.
Why is our order taking so long?
We have no ketchup at this table.
Responses to problems or complaints
I’ll see to that right away ma’am.
I’ll correct the situation immediately, sir.
I’m so sorry sir; that should never have happened.
I’ll take care of that right away sir.
I’ll see to it immediately.
I’ll see what I can do about it and get back to you.
Dialogue- Complaints
Guest: When I first arrived I was assured that a bottle of Chivas Regis would always be in
the mini-bar. Well I’m here now and the bottle isn’t. What kind of hotel are you
running here anyway!
Staff: I sincerely apologize for the oversight sir. We have been exceedingly busy today
because of the convention. I’ll have a complimentary bottle delivered immediately.
Please accept it with our compliments.
Guest: Well, I should hope it would be complimentary. Thank you. Good bye.
Guest : This tea is sweetened, and I specifically wanted unsweetened tea.
Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately. Please excuse the
mistake.
Guest: No problem, things happen.
Staff: Here’s your tea ma’am. Let me know if I can be of further assistance. Enjoy the
rest of your meal.
Guest: Thank you.
Guest: I had reserved a tennis court, but it has been taken over by someone else.
Staff: Yes sir, I understand. But we have a policy that if a party is more than 15 minutes late
for a starting time, we schedule the courts for other waiting guests. I’m so sorry for the
inconvenience. Would you like to reschedule?
Guest: I requested the eggs over hard, these are over easy.
Guest: Sorry about that sir, let me make you some more right away.
Guest: We ran out of toilet paper. Is it possible to get more?
Staff: Of course, ma’am. I’ll send more up immediately. Is there any thing else you require?
Guest: Now that you mention it, could you also bring up a six pack of Heineken?
Staff: Yes ma’am, I’ll notify room service and have them send some to your room.
Guest: That would be great, thanks.
Conversation Activities- Complaints
1. Practice using the above expressions by having a dialogue similar to the ones above with
a partner, one partner taking the role of the guest and the other the role of the staff. For
additional practice, switch roles. Practice the dialogue several times, trying to use all of
the expressions noted above.
2. Role play the following situations with a partner, one person taking the role of the guest
complaining about the items listed below and the other person taking the role of a hotel
staff.
No soap in the changing room
An exercise machine that does not work properly
A room not being cleaned yet
The room air conditioner is not working properly
The guest next to him is playing music too loud
The room smells like smoke
A side of garlic toast has not arrived
There’s a bug in the salad
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