ROLE PLAY HANDLING COMPLAINT IN HOTEL

CHECK IN

Guest: Hi I have my reservation

Agency: Okay mam you have a reservation

Agency: Please sign mam.

Agency: Good afternoon Reception Department how may I help you

Guest: Yes of course I am in room 101 I have been really annoyed with my room

Agency: I really sorry to hear that Ms. Toledo What exactly has been happening in your room Ms.
Toledo?

Guest: My room is very hot it seems that there are some problem with the air conditioner

Agency: Oh I see

Guest: I have telephoned the receptionist, she answered my call and she said to wait until the
engineering came

Guest: But until now nobody came to fix the air conditioner

Agency: I am sorry about it Ms. Toledo. So your problem your room is very hot

Guest: Yes, is this hotel can’t handle the easy problem like this?

Guest: And can I talk to your manager?

Agency: Certainly Ms. Toledo. Could I just call my manager? Would you want for a moment, please?

Guest: Yes, but hurry up please

1 hour………

Agency: Good afternoon Ms. Toledo. I have heard about your complaint from the receptionist

Agency: I do really apologize for the inconvenience about your problem I have been called our
engineering

Agency: But in the sametime our engineering still repair another if you would like we can set another
room for you while room 101 is well prepared
Guest: Alright, when should I move?

Agency: I will send a bellhop to help you move your luggages and take you to another room in 15
minutes

Guest: Okay. That’s great. Thanks

Agency: My pleasure Mam. Thank you for bringing this matter to our attention.

Have a nice day!