Hotel Guest Complaint Log
This Hotel Guest Complaint Log is designed to systematically record and resolve guest complaints, ensuring prompt action and improving guest satisfaction. Please document all complaints, actions taken, and resolutions accurately to maintain high service standards.
Complaint ID | Date | Guest Name | Complaint Summary | Action Taken |
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[00-1] | [Month Day, Year] | Mary Yu | Air conditioning not working | Maintenance called, AC fixed within an hour |
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Complaint Handling Procedure
Receiving Complaints: All guest complaints are to be recorded in the complaint log immediately upon receipt.
Acknowledgment: Guests should receive an acknowledgment of their complaint within [15] minutes.
Investigation: The staff member assigned must investigate the complaint within [30] minutes.
Action Taken: Immediate action should be taken to resolve the issue. This may include maintenance, housekeeping, or other services.
Resolution: The resolution should be documented in the log, including any compensation offered to the guest.
Follow-Up: If follow-up is required, it must be scheduled and documented. Ensure guest satisfaction with the resolution.
Reporting: Serious complaints or unresolved issues must be escalated to management and reported in the weekly staff meeting.
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