Complaints, how to……..! (A2, present simple)

handling problems at the frontdesk,
some dialogues,
lots of useful stuff and vocabulary

Listen → Ask → Apologize → Offer Solution → Check → Close
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before

& after

How to Handle Complaints – Simple Steps

Listen – Pay attention and understand the guest’s problem.
Ask – Get details like room number or what exactly is wrong.
Apologize – Say sorry politely, even if it is not your fault.
Offer Solution – Explain clearly what you can do (housekeeping, technician, move room).
Check – Make sure the guest agrees with the solution.
Close Politely – Thank the guest and offer further help.

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When a guest has a problem in a hotel, it is very important to help them politely and quickly. The first step is to listen carefully. The receptionist should pay attention to the guest and understand the problem. Listening shows respect and makes the guest feel comfortable.

The second step is to ask for details. The receptionist should ask for the room number or other important information. Asking questions helps to understand the problem correctly and find the best solution.

The third step is to apologize. Even if the problem is not the receptionist’s fault, saying sorry is polite and shows care. Apologizing makes the guest feel valued.

The fourth step is to offer a solution. The receptionist can send housekeeping, a technician, or move the guest to another room. The solution should be clear and easy to understand.

The fifth step is to check if the solution is acceptable. The receptionist should make sure that the guest is happy with the action. This prevents further problems.

The last step is to close politely. The receptionist should thank the guest and offer additional help if needed. Following these steps helps the guest feel respected, safe, and satisfied during their stay.

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Vocabulary:

A complaint – when someone says something is wrong or not good.
To handle a problem – to take care of a problem or fix it.
To apologize – to say sorry to someone.
To offer a solution – to say how to fix a problem.
Politely – in a nice and respectful way.
To listen carefully – to hear someone and pay attention to every word.
To pay attention – to look or listen carefully.
To show respect – to be polite and think about other people.
To feel comfortable – to feel relaxed and happy.
To understand correctly – to know the real problem in the right way.
To find a solution – to look for a way to fix a problem.
A fault – a mistake or problem.
To be polite – to speak and act nicely to others.
To show care – to show that you think about someone and their feelings.
To feel valued – to feel that people think you are important.
A solution – a way to fix a problem.
Housekeeping – the staff who clean and take care of the rooms.
To be acceptable – to be good enough or okay.
To prevent further problems – to stop more problems from happening.
To close a case politely – to finish a problem and speak nicely to the person.
To feel respected – to feel that people are nice and polite to you.
To feel satisfied – to feel happy because the problem is solved.

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Multiple choice, one answer correct:

1. A complaint is…
a) when someone is unhappy about a problem
b) when someone cleans a room carefully
c) when someone talks to a friend kindly

2. To handle a problem means…
a) to explain something to another person
b) to wait and hope the problem disappears
c) to take care of a problem quickly and well

3. To apologize is…
a) to fix a broken object in the room
b) to say sorry to someone politely
c) to tell someone about their mistake loudly

4. To offer a solution means…
a) to explain how to solve a problem clearly
b) to ignore a problem and do nothing
c) to complain about a situation to someone

5. Politely means…
a) in a fast and quick way to finish something
b) in a kind and respectful way to someone
c) in a loud or strong way to be noticed

6. To listen carefully is…
a) to talk while someone else is speaking
b) to hear someone and think about it well
c) to ignore the person and do something else

7. To pay attention means…
a) to look somewhere else and not notice
b) to say many things at the same time
c) to watch or listen to someone closely

8. To show respect is…
a) to act in a polite and careful way
b) to do something quickly without thinking
c) to speak loudly to get attention from people

9. To feel comfortable means…
a) to feel relaxed and free from worry
b) to feel unhappy about a situation
c) to feel tired after a long day

10. To understand correctly is…
a) to know the problem in the right way
b) to explain the problem to another person
c) to guess what someone means

11. To find a solution means…
a) to think and find a way to fix a problem
b) to wait for someone to fix the problem
c) to tell someone else about the problem

12. A fault is…
a) a solution that works for everyone
b) a mistake or something wrong that happens
c) a good action that helps another person

13. To be polite is…
a) to speak loudly to make people listen
b) to speak and act in a nice way to others
c) to ignore other people and their feelings
——–end of audio——–

14. To show care is…
a) to think about someone and their feelings
b) to complain about problems loudly
c) to do everything quickly without thinking

15. To feel valued is…
a) to feel unsure about a decision
b) to feel important and appreciated by people
c) to feel tired after a long day

16. A solution is…
a) a way to talk politely to someone
b) a way to fix a problem and make it better
c) a reason to complain about something

17. Housekeeping is…
a) the staff who clean and take care of rooms
b) the staff who give directions outside the hotel
c) the staff who greet guests at the reception

18. To be acceptable is…
a) to be the worst option possible
b) to be good enough for someone or a situation
c) to be different from what people want

19. To prevent further problems is…
a) to ignore the current problem completely
b) to stop more problems from happening later
c) to wait for more problems to appear

20. To close a case politely is…
a) to leave the guest without saying anything
b) to finish the problem and speak nicely
c) to explain loudly why the problem happened

21. To feel respected is…
a) to feel that people are polite and careful to you
b) to feel that people do not listen to you
c) to feel tired after a long day

22. To feel satisfied is…
a) to feel worried about the future
b) to feel upset when things are not right
c) to feel happy because the problem is solved
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Answers: 1a, 2c, 3b, 4a, 5b, 6b,
7c, 8a, 9a, 10c, 11a, 12b, 13b,
14a, 15b, 16b, 17a, 18b, 19b,
20b, 21a, 22c
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Correct answers:

A complaint – That means when someone is unhappy about a problem.
To handle a problem – That means to take care of a problem quickly and well.
To apologize – That means to say sorry to someone politely.
To offer a solution – That means to explain how to solve a problem clearly.
Politely – That means in a kind and respectful way to someone.
To listen carefully – That means to hear someone and think about it well.
To pay attention – That means to watch or listen to someone closely.
To show respect – That means to act in a polite and careful way.
To feel comfortable – That means to feel relaxed and free from worry.
To understand correctly – That means to know the problem in the right way.
To find a solution – That means to think and find a way to fix a problem.
A fault – That means a mistake or something wrong that happens.
To be polite – That means to speak and act in a nice way to others.
To show care – That means to think about someone and their feelings.
To feel valued – That means to feel important and appreciated by people.
A solution – That means a way to fix a problem and make it better.
Housekeeping – That means the staff who clean and take care of rooms.
To be acceptable – That means to be good enough for someone or a situation.
To prevent further problems – That means to stop more problems from happening later.
To close a case politely – That means to finish the problem and speak nicely.
To feel respected – That means to feel that people are polite and careful to you.
To feel satisfied – That means to feel happy because the problem is solved.

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Match word/s to definition:

Words:

To apologize
A complaint
To handle a problem
Politely
To listen carefully
To show respect
To feel comfortable
Housekeeping
To offer a solution
To feel valued
A solution
To prevent further problems
To feel satisfied
To pay attention

Definitions:

A. To say sorry to someone
B. To feel happy because the problem is solved
C. The staff who clean and take care of rooms
D. To act in a polite and careful way
E. When someone says something is wrong or not good
F. To look or listen carefully
G. A way to fix a problem
H. To feel relaxed and happy
I. To show that people think you are important
J. To take care of a problem or fix it
K. To stop more problems from happening
L. In a nice and respectful way
M. To say how to fix a problem
N. To hear someone and pay attention to every word

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Answers: 1A, 2E, 3J, 4L, 5N, 6D, 7H,
8C, 9M, 10I, 11G, 12K, 13B, 14F
______________________________
Correct version:

To apologize – That means: to say sorry to someone
A complaint – That means: when someone says something is wrong or not good
To handle a problem – That means: to take care of a problem or fix it
Politely – That means: in a nice and respectful way
To listen carefully – That means: to hear someone and pay attention to every word
To show respect – That means: to act in a polite and careful way
To feel comfortable – That means: to feel relaxed and happy
Housekeeping – That means: the staff who clean and take care of rooms
To offer a solution – That means: to say how to fix a problem
To feel valued – That means: to show that people think you are important
A solution – That means: a way to fix a problem
To prevent further problems – That means: to stop more problems from happening
To feel satisfied – That means: to feel happy because the problem is solved
To pay attention – That means: to look or listen carefully

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1. Listen and show understanding

Greet the guest politely.
Listen carefully to the complaint.
Show empathy (understanding).

🔹 Useful phrases:

“I’m sorry to hear that.”
“I understand, that must be uncomfortable.”

2. Ask for details

Ask for more information (room number, what exactly happened).
Repeat the problem to be sure you understood.

🔹 Useful phrases:

“May I ask your room number, please?”
“So the problem is with the air-condition, correct?”

3. Apologize politely

Always say sorry, even if it’s not your fault.

🔹 Useful phrases:

“I’m very sorry for the inconvenience.”
“Please accept our apologies.”

4. Offer a solution

Give a clear solution (send housekeeping, technician, move room, etc.).
Say what you can do and when.

🔹 Useful phrases:

“I will send housekeeping right away.”
“We can move you to another room.”
“A technician will come in 15 minutes.”

5. Check agreement

Ask if the solution is acceptable.

🔹 Useful phrases:

“Is that okay for you?”
“Will that solve the problem?”

6. Close politely

Thank the guest for telling you.
Offer further help.

🔹 Useful phrases:

“Thank you for letting us know.”
“Please call us anytime if you need anything else.”

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This way, every dialogue follows the same logic:

Listen → Ask → Apologize → Offer Solution → Check → Close

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1. Room Not Clean

Guest: Good afternoon. I’m sorry, but I have a problem with my room.
Receptionist: Good afternoon. What is the problem? (Listen)
Guest: The room is not clean. The floor is dirty, and the bathroom is not fresh.
Receptionist: I see. Which room are you in, please? (Ask)
Guest: Room 208.
Receptionist: I’m very sorry for the inconvenience. (Apologize)
Receptionist: I will ask housekeeping to clean your room right away, or we can move you to another room. (Offer Solution)
Guest: Cleaning is enough.
Receptionist: Is that okay for you? (Check)
Guest: Yes, that is fine.
Receptionist: Thank you for telling us. Our staff will come in a few minutes. Please call us again if you need anything. (Close)

2. Shower Broken

Guest: Hello. I need some help with my bathroom.
Receptionist: Of course. What is the problem? (Listen)
Guest: The shower is broken. Only cold water is coming.
Receptionist: I understand. Which room are you in, please? (Ask)
Guest: Room 315.
Receptionist: I’m sorry about this problem. (Apologize)
Receptionist: I will send a technician in about 15 minutes to fix the shower. (Offer Solution)
Guest: That’s fine.
Receptionist: Will that work for you? (Check)
Guest: Yes, I just need it for tonight.
Receptionist: Perfect. Thank you for your patience. Please let us know if you have any more problems. (Close)

3. Wi-Fi Not Working

Guest: Good evening. I have a problem with the Wi-Fi.
Receptionist: I’m sorry to hear that. What exactly is the problem? (Listen)
Guest: The Wi-Fi doesn’t work in my room.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 121.
Receptionist: I’m very sorry for the trouble. (Apologize)
Receptionist: I will restart the system. If it still doesn’t work, we can give you a portable router. (Offer Solution)
Guest: That’s good. I need it for work.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, thank you.
Receptionist: You’re welcome. Please call us anytime if the Wi-Fi is still not working. (Close)

4. Key Card Doesn’t Work

Guest: Excuse me. My key card doesn’t work.
Receptionist: I see. Can you tell me more? (Listen)
Guest: I cannot open the door.
Receptionist: May I see your key card, and what is your room number, please? (Ask)
Guest: Room 502. Here is the card.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: I will make you a new key card now. (Offer Solution)
Guest: That’s great.
Receptionist: Please try this one. Does that work for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. Please let us know if you need help again. Enjoy your stay. (Close)

5. Not Enough Towels

Guest: Good evening. I’m sorry, but I have a problem in my room.
Receptionist: Good evening. What is the problem? (Listen)
Guest: I don’t have enough towels. There is only one.
Receptionist: How many do you need, and which room are you in? (Ask)
Guest: Two towels, please. Room 215.
Receptionist: I’m very sorry for this mistake. (Apologize)
Receptionist: I will send another towel to your room right away. (Offer Solution)
Guest: Perfect, thank you.
Receptionist: Will that solve the problem? (Check)
Guest: Yes, it will.
Receptionist: Great. Housekeeping will bring it in a few minutes. Please call if you need anything else. (Close)

6. Air-condition Too Loud

Guest: Hello. I have a problem with the air-condition in my room.
Receptionist: I see. What is the problem exactly? (Listen)
Guest: It is very loud and makes a noise.
Receptionist: May I know your room number, please? (Ask)
Guest: Room 312.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: I will send a technician to check. If it cannot be fixed quickly, we can move you to another room. (Offer Solution)
Guest: That is very good.
Receptionist: Is that okay for you? (Check)
Guest: Yes, thank you.
Receptionist: You’re welcome. We want you to have a comfortable stay. (Close)

7. Neighbors Too Loud

Guest: Good evening. I can’t sleep in my room.
Receptionist: I’m sorry to hear that. What is the problem? (Listen)
Guest: My neighbors are too loud. They play music.
Receptionist: Which room are you in, please? (Ask)
Guest: I am in 204. The noise comes from 205.
Receptionist: I’m very sorry for the disturbance. (Apologize)
Receptionist: I will call them and ask them to be quiet. If it continues, we can also send security. (Offer Solution)
Guest: Thank you.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, that helps.
Receptionist: Perfect. Please call us again if the noise doesn’t stop. (Close)

8. Bed Too Hard

Guest: Good morning. I have a small complaint about my room.
Receptionist: Good morning. What is the problem? (Listen)
Guest: The bed is too hard.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 410.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: We can add a soft mattress topper this afternoon. (Offer Solution)
Guest: That sounds good.
Receptionist: Will that solve the problem for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. We will prepare it today. Please let us know if you need anything else. (Close)

9. No Hot Water

Guest: Good morning. I have a problem in my bathroom.
Receptionist: I see. What is the problem? (Listen)
Guest: There is no hot water. Only cold water comes.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 118.
Receptionist: I’m very sorry for this problem. (Apologize)
Receptionist: I will call the technician. It should be ready in one hour. If not, we can move you to another room. (Offer Solution)
Guest: One hour is fine.
Receptionist: Is that okay for you? (Check)
Guest: Yes, it is.
Receptionist: Perfect. I will call you when it’s fixed. Thank you for your patience. (Close)

10. Pillow Too Flat

Guest: Hello. I have a problem with my bed.
Receptionist: I see. What is the problem? (Listen)
Guest: The pillow is too flat.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 409.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: We can bring you an extra pillow or a thicker one. (Offer Solution)
Guest: A thicker one, please.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, perfect.
Receptionist: Great. Housekeeping will bring it soon. Please call us if you need anything else. (Close)

11. TV Not Working

Guest: Excuse me. The TV in my room is not working.
Receptionist: I see. What happens when you turn it on? (Listen)
Guest: The screen stays black.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 321.
Receptionist: I’m sorry for the trouble. (Apologize)
Receptionist: I will send a technician. If it cannot be fixed, we can bring a small replacement TV. (Offer Solution)
Guest: That’s good.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. The technician will come soon. Please enjoy the rest of your evening. (Close)

12. Elevator Not Working

Guest: Hello. Is the elevator working today?
Receptionist: I see. What is the problem for you? (Listen)
Guest: I need the elevator, but it is not working. My room is on the 6th floor.
Receptionist: May I know your room number, please? (Ask)
Guest: Room 615.
Receptionist: I’m very sorry. The elevator is being repaired. (Apologize)
Receptionist: We can move you to a lower floor and help with your luggage. (Offer Solution)
Guest: That would be helpful.
Receptionist: Is that okay for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. We will prepare a new room for you now. Please call us if you need more help. (Close)

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Appendix – useful phrases for handling complaints:

1. Listen and Show Understanding

I understand.
I see.
That must be uncomfortable.
I am sorry to hear that.
I can imagine that is difficult.
Thank you for telling me.
I know this can be frustrating.
I hear you.
I understand your problem.
I am glad you told us.

2. Ask for Details

May I ask your room number, please?
Can you tell me exactly what happened?
When did this problem start?
So the problem is with the air-condition, correct?
Can you describe the issue, please?
Which room are you staying in?
How long has this been a problem?
Can you give me more information?
What exactly is not working?
Is there anything else about the problem?

3. Apologize Politely

I’m very sorry for the inconvenience.
Please accept our apologies.
I am sorry for this problem.
We apologize for the trouble.
I regret that this happened.
I am sorry for the inconvenience caused.
We are very sorry about this.
I apologize for the mistake.
I am sorry you had this problem.
We are sorry for any discomfort caused.

4. Offer a Solution

I will send housekeeping right away.
We can move you to another room.
A technician will come in 15 minutes.
We can provide a replacement immediately.
I will arrange this for you now.
We will fix the problem as quickly as possible.
I can call maintenance immediately.
We can provide an extra towel or pillow.
We can bring the service to your room.
We will take care of this right now.

5. Check Agreement

Is that okay for you?
Will that solve the problem?
Is this solution acceptable?
Are you happy with this?
Does that work for you?
Can we proceed with this solution?
Is this good for you?
Do you agree with this plan?
Does this solution help you?
Are you satisfied with this arrangement?

6. Close Politely

Thank you for letting us know.
Please call us anytime if you need anything else.
We are happy to help.
Have a pleasant stay.
Don’t hesitate to contact us again.
We hope this solution makes you comfortable.
Thank you for your patience.
Enjoy the rest of your stay.
We are here if you need more help.
Please tell us if there is anything more we can do.

Complaints, how to……..! (A2, present simple)

Listen → Ask → Apologize → Offer Solution → Check → Close
_______________________

before

How to Handle Complaints – Simple Steps