This document discusses claims and complaints procedures for hotels. It provides phrases to use when receiving complaints from customers, such as apologizing and offering solutions. It also discusses the process for handling formal claims, which may involve compensation, refunds or contacting local consumer agencies. Complaints can be lodged in person, by telephone or letter. Sample phrases are given for requesting information, complaining about issues, apologizing or offering assistance in letters regarding customer complaints and claims.

1. CLAIMS AND COMPLAINTS

2. 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.”

3. 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”

4. 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:Call the managerOffer a complaint form

6. 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?

7. Would you like to just explain from the beginningwhat’s happened?Thank you for bringing the matter to my attentionI can look into that for you./ Let me check for you.

8. I’m sorry about this Mr. Anderson.

9. I’m sorry for the inconvenience.

10. I can assure you we’ll do everything we can to…

11. It’s not going to help if you start to get angry.

12. I really do want to help you.

13. I am here to help you.CLAIMSA claimis a demand for something as rightful or due, it isanofficialcomplaint. A guestisveryunhappywiththeserviceprovided and he wantstheauthoritiestoregisterhiscomplaint, at thesame time he asksfor a compensationtorecoverthedamage. Thesemaybe:reparation of a damage

14. a monetaryrefund

15. cancellation of a contractIn Catalonia, the AgenciaCatalana de Consum, provides official complaint forms.Thenhe/shemayaskforanofficialcomplaintformor a claimform. Ifthe hotel managementsolvesthesituationtheguestwon’tpresentittotheauthorities.ifnot, theguestwillmaketheofficialclaimbypresentingtheformtotheOMIC’sortotheCustomerServiceOffices.

16. Communication of complaints and claimsA complaint or claim can be done through:Face to face communication. Telephone.Letter.

17. LETTER PHRASES: requestingWe 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: complainingI 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.

18. LETTER PHRASES: apologizingWe are sorry for the delay in replying ...I regret any inconvenience causedI would like to apologize for (the delay/the inconvenience) ...Once again, I apologise for any inconvenience.LETTER PHRASES: offering helpWe would be happy to ...Would you like us to ...We are quite willing to ...Our company would be pleased to ...

19. LETTER PHRASES: giving good newsWe are pleased to announce that ...I am delighted to inform you that ...You will be pleased to learn that ...LETTER PHRASES: giving bad newsWe 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 ...