The document contains a complaint letter from a customer staying at the Parangtritis Beach Hotel. In the letter, the customer explains that upon checking into their room, they discovered it did not have the ocean view advertised and instead overlooked the hotel dumping area, which smelled bad. They express disappointment with this condition and state they will seek accommodation elsewhere if the issue is not addressed. The hotel's response apologizes for the inconvenience and promises to fix the room situation by moving the customer to a new room. It thanks the customer for bringing the complaint to their attention and assures it will not happen again.

1. Complaint Letter

2. A Complaint Letter
Parangtritis Beach Hotel
December 30th, 2011
Dear Sir,
I am one of your customers staying in your hotel. I am planning to
stay for a week from December 30th, 2011 to January 5th, 2012. So, today is my
first day here. I stay in room no. 217. As I stay here, I don’t find any
convenience as stated in your brochure. It is said that all rooms face to the
beautiful view of Parangtritis. On the other hand, I get a room which views to the
dumping area. It smells bad and very terrible.
I have always wanted to be your customer in my visit to Yogyakarta
and I want to keep it forever if I get a good service from you. Otherwise, I would
have to look for another hotel which gives good service.
I hope to hear from you very soon.
Yours faithfully,
Yulia Mufarichah

3. Reply to Complaint Letter
Parangtritis Beach Hotel
December 31st, 2011
Dear madam,
Thank you for your letter of December 30th, 2011. we
are pleased to hear that you have planned to stay for a week in
Yogyakarta, but we must apologize for the inconvenience of
your condition here.
We are promised to fix the condition. Our officers will
be willing to help you in moving all of your stuffs.
Once again, please accept our apologies for this
condition.
Yours faithfully,
Eko Supriyadi

4. How to write a complaint letter
There are five components that we can
see in Letters of complaint. They are B,
P, S, W, C. Here is the detail:
1. Background
2. Problem - cause and effect
3. Solution
4. Warning (optional)
5. Closing

5. 1. Background
In this section, the writer describes the situation he/ she has; e.g.
• I am writing to inform you that the goods we ordered last week
from your company have not been supplied correctly.
• I am writing to inform you of my dissatisfaction with the food and
drinks at the 'Suka Mampir Restaurant' on Wednesday, 12
February 2011 at 04. 00 p.m.
• I would like to inform you that something is being worst to my
new TV which I just have bought it in your store.
• I would like to inform you that something is being worst to my
mobile phone.
(You can write it by your own statement)

6. 2. Problem –Cause and Effect
In this section, the writer may tell about the cause and effect to
the matters which is faced by writer. Look at the following
example of statements
Cause:
Now look at the following statements!
• On 10 February 2011 we placed an order with your firm for
100 electric vouchers for mobile phone. The consignment
arrived yesterday but contained only 90 electric vouchers for
mobile phone.
• I stay in room no 217. As I stay here, I don’t find any
convenience as stated in your brochure. It is said that all
rooms face to the beautiful view of Parangtritis

7. Effect:
• This incident put our shop in a difficult position, as
we had to make some emergency purchases to fulfill
our commitments to all our customers. This caused
us considerable inconvenience.
• After spending several wasted hours trying to
register in this way, the computer would not accept
my application.
• This large number of errors is unacceptable to our
customers, and we are therefore unable to sell
these books.

8. 3. Solution
In this section, the writer suggests or gives the solution to
what problem he/ she gets; e.g.
• I am writing to ask you to please make up the shortfall
immediately and to ensure that such errors do not
happen again.
• Could I please ask you to look into these matters.
• Please send us a corrected invoice for $ 100
• I enclose a copy of the book with the errors highlighted.
Please re-print the book and send it to us by next Friday.
• Please service your customer well

9. 4. Warning (Optional)
In this section, the writer may warn to the person or institution he/
she complains. This section is not always appeared on the
complaint letter. It means that the writer may write it or not
(optional). E.g.:
• Otherwise, we may have to look elsewhere for our supplies.
• I'm afraid that if these conditions are not met, we may be forced
to take legal action.
• If the outstanding fees are not paid by Friday, 20 February 2011,
you will incur a 10% late payment fee.
• I will never buy it again in your shop.

10. 5. Closing
In the last section, the writer state thankfulness and his/
her hope.. E.g.
• I look forward to receiving your explanation of these
matters.
• I look forward to receiving your payment.
• I look forward to hearing from you shortly.

11. Notes!
• The heading of the complaint letter consists of the writer real and
complete address and the date when the complaint letter is
written.
• Don’t forget to fill “Inside address”. E.g. : The Director of Firman
Company, The Owner of MAKMUR Electronic Shop, The
Headmaster of SMA 1, etc.
• Use salutation; “Dear Sir, Dear Sir and Madam, Dear Mr.
Amri, etc.”
• Use Closing salutation; “Yours faithfully, Your Customer, Your
Students, etc.”
• Don’t forget to sign your signature and mention your real name!

12. Task!
Make a letter of complaint and the reply to your complaint based on one of the situations below!
1. You bought a digital camera from the internet. It costs very high.
But when you want to use it, it is unable to take picture.
2. You went to the mall to buy a dress. After paying it you went out
of the mall, but suddenly the alarm went out. Apparently the
cashier forgot to replace the alarm device attached to the dress.
You were ashamed and wanted to tell the management of the
mall about the carelessness of the worker.

13. THANK YOU
GOOD LUCK!