Expressions used by hotel staff in dealing with complaints

Expressions used by guests in complaining

Additional vocabulary

Result of a problem

People involving into a conflict

Solving of a problem

Words expressing anger at a foolish situation

Words expressing unclean conditions or bad service

Words expressing damage

Occurring of a problem

Dealing with problems

- Misunderstanding, inconvenience, to be rude, appalling standard of service, lack of comfort, a strongly- worded complaint, to make a change in the schedule, a dissatisfied customer, to blame circumstances, overbooking, apathetic or careless attitude, to argue, to ignore, unacceptable, to be not up to the standard, on a low scale, poor service, not to pay attention to, make a fuss, long-serving

- Ruined; smash; beyond repair; broken; damaged

- Disgusting; mess; filthy; disgraceful

- Ridiculous; absurd

- To solve the problem, to improve, to claim compensation, to feel pleased, to apologize, to answer, to handle, to calm, to calm down, to cope with, to make excuses, to offer some, to cool down (a situation), to look into smth

- Preferential treatment, an appropriate refund, an apology, an answer, complimentary, a special offer, to respond, compensation, compliment of a house,

- receptionist, travel agent, waitress hotel general manager, restaurant manager, trainee, staff

- customer, guest, client

- To spoil the image, to be firm, to bounce, to be content, ruined holiday, to delay paying,

- problem page, problem-solving, appalling, disastrous, disgusting, sympathized, threatened, extremely, absolutely, very, terribly, quite, sorry, sure, disappointed, annoyed, filthy, conditions, barrier,

- to address, to lose smb temper, to be annoyed, to admit, to be sort staffed, to summarize, to talk things over

I was told... (but)...;

We arranged... (but)...;

I asked for... (but)...;

I've telephoned three times... (but)......;

I paid for... (but)...

Can you do something about...?/Can't you do something about...?

This (item) is dirty/in a mess/disgraceful/disgusting!, etc.

What's the meaning of this?

What nonsense is this?

I've never (heard such rudeness/seen such a mess, etc.)!

I asked for X, not Y!,

I'm not one to make a fuss, but...

I don't want to complain, but...

I'm sorry, but I really feel I have to make a complaint about.

Apologizing:

I'm sorry to hear that...

I’ll do it right away.

I’m terribly sorry about that…

Let me take the full particulars...

I fully understand...

I'll do my best to sort it out...

I’ll see to it right away…

I’ll make sure it doesn’t happen again

I'm sorry

I'm very/extremely sorry (about this/that)

I really must apologize

I do apologize...

(Notes: We may be used by the Manager instead of /. Sir or madam may be added)

Дата добавления: 2015-07-02