Complaint Handling Form

Please use this form to report all guest-related complaint.

Guest Name Room No. 801, 806,801,812 Stay Date of Guest (arr - dep) 08/13/2022
Received by Jeraldo Maderazo Dept. Engineering Date of complain 08/13/2022
Description of Incident Department
(Give detailed information. Describe what occurred (when, where, by whom and how) Concerned (pls tick)
Last night August 13, 2022 at 10:50 pm front office call us that room 801 complian there aircon not cooling well. Front Office
House Keeping
Engineering
Sales
Security
Swimming Pool
Transportation
Gym
IT
Reservation
FnB
Others (specify)

Action Taken Need Duty Manager

(Describe action taken and also identify how and why the problem occurred) Yes No
Due to my inspection of thermostat I found out that the setting is in fan mood I try to set it to cooling mode but it doesn’t set to cooling mode. So I
said to guest that I'll the condenser. But I go to front office and said if I can check room 815 because sir Roco said that the master control of 801
is at room 815. Then i come back to room 801 to check if there aircon is ok. But room 806 also complain that there aircon also not cooling will.
Then ask Front Office on duty Rich if I can check 812 because of master control location. Then i found out That the master control in 812 is in fan
mood i return the it to cooling mode. Then i check room 806 and aircon is ok then i came back to room 801 then i found out that the master control
of 801 is in room 812 because aircon in room 801 back to normal.

Followed up with Guest Need Resident

(Duty Manager to ensure guest statisfaction of the action taken) Yes No

Review the Incident Case Close

(Resident Manager to review incident with concerning team) Yes No