Dealing with Complaints

Dealing with Complaints

The importance of effective communication between hotel staff and guests is crucial to a guest experience.

Dealing with complaints is a common area for all hospitality professionals.

Acknowledging Responsibility

Firstly, let’s examine how to acknowledge responsibility when dealing with complaints.
Below are three useful expressions from our ‘Dealing with complaints’ module.

✅  That’s no up to our standards.

✅  That shouldn’t have happened.

✅  That was an oversight on our part.

Giving an Explanation.

Below are three explanations for the cause of the complaint.

✅  There has been a misunderstanding.

✅  This is an oversight on our part.

✅  Our IT systems are down.

Action taken to prevent a repeat of the problem.

Below are two expressions which explain the action needed to deal with a complaint.

✅  I’ll get someone onto that immediately.

✅  I’ll have someone deal with that straight away.

The Resolution

Finding a resolution to a complaint should be done with diplomacy and politeness.

Below are two expressions which can be used to appease a complaint.

✅  Given the circumstances, I am happy to offer you a refund.

✅  Given the circumstances, let me exchange that for you.

Dealing with Unfounded Complaints

An unfounded complaint is a complaint which you believe to be untrue.

Here are two expressions which can be used to react to a false complaint.

✅  That is out of our hands, I’m afraid.

✅  I’m afraid that is beyond our control.

Reaching a Conclusion

Finally, I present two useful expressions that can be used to draw a complaint to an agreeable conclusion.

✅  I’m afraid that’s the best we can do.

✅  That really is all we can do.

Patience and politeness are key when dealing with a complaint.  Make sure you note down any key language which you like and try to learn it.  It will help take the stress out of the situation for you and allow you to concentrate on what is being said rather than how to say it.

Good luck!

Our lessons on dealing with complaints can be found in our modules for hotel management, restaurant, bar and reception staff.