CLAIMS AND COMPLAINTS

COMPLAINTSVerb: to complain (queixar-se). Noun:

Complaint (queixa)

A customer makes a complaint when they think there is or has been something wrong with the services provided and they want the management to know.

They may say: “I’d like to make a complaint” “I’d like to lodge a complaint” “ I’d like to file a complaint.”

Then the receptionist should try to solve the situation… “What seems to be/have been the problem?”

Let your guest explain the problem and then apologize“This is terrible!, I am really sorry” “I apologize for the inconvenience”

And then, if possible, give explanations. “There seems to have been a problem…”“What seem to have happened is that…”“There seems to have been a misunderstanding”

And then, if necessary, explain what action will be taken and how soon“We’ll look into the matter and …”“I suggest that we…”“I’ll see to it straightaway”

If your guest is still unsatisfied with your explanations, offer help: “What can we do to solve the situation?”

Evaluate the situation according to your hotel’s protocol, you can either:

1. Call the manager2. Offer a complaint form

The ManagerThese are useful phrases to ensure good

communication with an angry customer: Would you like to come with me and take a seat andyou can explain what actually is the problem? Can I take your name? Would you like to just explain from the beginningwhat’s happened?Thank you for bringing the matter to my attention I can look into that for you./ Let me check for you. I’m sorry about this Mr. Anderson. I’m sorry for the inconvenience. I can assure you we’ll do everything we can to… It’s not going to help if you start to get angry. I really do want to help you. I am here to help you.

CLAIMSA claim is a demand for something as rightful

or due, it is an official complaint. A guest is very unhappy with the service provided and he wants the authorities to register his complaint, at the same time he asks for a compensation to recover the damage.

These may be:reparation of a damagea monetary refundcancellation of a contract

In Catalonia, the Agencia Catalana de Consum, provides official complaint forms.

Then he/she may ask for an official complaint form or a claim form.

If the hotel management solves the situation the guest won’t present it to the authorities.

if not, the guest will make the official claim by presenting the form to the OMIC’s or to the Customer Service Offices.

Communication of complaints and claimsA complaint or claim can be done through:

1. Face to face communication. 2. Telephone.3. Letter.

LETTER PHRASES: complaining

I am writing to express my dissatisfaction with ...I am writing to complain about ...Please note that the rooms we booked on (date) ….We regret to inform you that our stay in your hotel was unsatisfactory. I would like to query the service charges which seem unusually high. 

LETTER PHRASES: requesting

We would appreciate it if you would ...I would be grateful if you could...Could you please send me . . .Could you possibly tell us/let us have...In addition, I would like to receive ...It would be helpful if you could send us ...I am interested in (obtaining/receiving...)I would appreciate your immediate attention to this matter. Please let me know what action you propose to take.

LETTER PHRASES: apologizing

We are sorry for the delay in replying ...

I regret any inconvenience caused

I would like to apologize for (the delay/the inconvenience) ...

Once again, I apologise for any inconvenience.

We would be happy to ...

Would you like us to ...

We are quite willing to ...

Our company would be pleased to ...

LETTER PHRASES: offering help

LETTER PHRASES: giving good news

We are pleased to announce that ...

I am delighted to inform you that ...

You will be pleased to learn that ...

LETTER PHRASES: giving bad news

We regret to inform you that ...

I'm afraid it would not be possible to ...

Unfortunately we cannot/we are unable to ...

After careful consideration we have decided (not) to ...