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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 or petty, 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.

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.

Dialogues

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 over sight sir. We have been exceedingly

           busy today because of the convention. I’ll have a complementary 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. It’s been very hectic today.

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 a schedule tennis game, but the court 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. And you were 20 minutes late sir. 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

              Heinken?

Staff: Actually sir, that needs to be requested from room service. However, I

           could call them for you if you wish and have them send some to your

           room.

Guest: That would be great, thanks.

Practice

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.

More Practice

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

For more information on problems and complaints Click Here

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