4.4 Handling Guest Complaints

Module 4 – Lesson 4.4: Handling Guest Complaints (Level A2–B2)

This lesson teaches how to respond professionally when guests are unhappy or frustrated. You will learn a simple 4-step method to handle complaints politely: listen → apologise → take action → thank the guest. The lesson includes real hotel complaint scenarios and teaches how to stay calm, avoid conflict, and recover the guest experience.

Learning Outcomes – After this lesson you will be able to:

• Respond politely to hotel guest complaints in English

• Use calm and professional language during difficult conversations

• Provide solutions clearly and efficiently

• Turn guest complaints into positive service recovery moments