Ellia Hotel – Guest Complaint Log

Date: Nature of Name of Phone number and/or email Details of Outcome: Employees Handled by:
complaint: customer: address: complaint: involved:

14/01/20XX Unhappy with room Mandeep Sing 0498 654 564654 The guest found Apologised and Sally Jungo Greg Lauze
cleanliness lots of dust in the moved the guest (reception) and
m.sing4654654@gmail.com room and to room 304 Fred Polly
explained they which they were (housekeeping)
have a respiratory happy with.
illness.

10/01/20XX Was angry that they Harriet Murphy 045874 5646 546 Guest wanted a Apologised and Jenny Greig Jenny Greig
could not have a late late check-out, did explained to the
check-out H_m_546@gmail.com not state this on guest that late
booking and the check out is not
hotel was full. always an option.
The guest was
really angry, so
we sent a small
gift (chocolates).
The guest
thanked us on
check out.

15/02/20XX Felt that the Julia Steel 04589 4654 54654 The guest said she Apologised to the Greg Lauze Greg Lauze
reception staff were felt rushed through guest and will be
rude. J.Steel4546@hotmail.com check-in and that looking into
the staff were very customer service
short with her practices for staff.
when she wanted
to know more
about the city tour
scheduled for the
next day.

17/02/20XX Were unhappy with Mark Kingsley 0489 6546 546 132 The guest Apologised to the Mark Jones Greg Lauze
the level of service complained that guest and will be
on check-out check-out looking into
Ellia Hotel – Guest Complaint Log

Date: Nature of Name of Phone number and/or email Details of Outcome: Employees Handled by:
complaint: customer: address: complaint: involved:

Kinglsey_M54@bigpond.com processes customer service

practices for staff.

20/03/20XX Was unhappy with Jilly Bean 04985 4654 5646 The guest said that Apologised and Sally Jungo Greg Lauze
service the staff were sent extra
J_Bean_654@gmail.com rushing and did not provisions for tea
give her the level and coffee to her
of customer room
service she immediately.
expected. She said
that she mentioned
when booking that
she would like
extra tea and
coffee in her room,
but there were only
2 tea bags and half
a pot of sugar
when she arrived.

2/04/20XX Was unhappy with Greg Humphrey 049865 5464 65464 The guest was Apologised to the Sally Jungo Jenny Greig
service very angry stated guest and offered
Greghumphrey54@gmail.com that there had 25% off his bill
been a decline in which he was
customer service satisfied with.
over the last year
he has been
staying with us and
says staff are too
focussed on
getting tasks done
quickly, at the
expense of quality.
Ellia Hotel – Guest Complaint Log

Date: Nature of Name of Phone number and/or email Details of Outcome: Employees Handled by:
complaint: customer: address: complaint: involved: