酒店处理客诉案例英文版
酒店如何处理投诉(中英文)
Handing Problems and Complaints 处理问题与投诉ConversationHandling a complaint about rooms会话参考译文A.处理客房投Clerk：Reception. Can I help you? 这里是接待处，要我为您服务吗？Guest：Yes. This is Mrs. Winston in Room 207. I checked into my room 15 minutes ago. 是的，我是207房间的温斯特夫人。
我15分钟以前住进我的房间。
C：Yes, is everything all right in your room, Mrs. Winston? 嗯，您房间里一切正常吗，温斯特夫人？G：Well, no. First the bathroom is in a total mess. The shower doesn’t have hot water and the tub is dirty. The floor is all wet and there is no mattress. Then there is no soap, no towels, not even toilet paper. 哦，不。
首先浴室里乱七八糟，淋浴器不出热水，浴缸里很脏，地上很湿，而且没有地垫，没有肥皂、毛巾，甚至连卫生纸也没有。
C：Oh, I’m sorry to hear that. We do apologize for the inconve-nience caused.I’ll have the shower fixed, the tub cleaned, the floor dried and the toilet items sent to your room immediately. 很抱歉听到这个消息，我们真的为您带来这么多不便向您道歉。
酒店DOUBLE-CHECK-IN案例
案列1：晚上10点，先生从家中打到酒店前台，说他开了5个房间，其中2105的客人刚刚打说有人一直在试图开他的门，要酒店立即认真调查清楚，否则，事情会很严重。
过了10分钟左右，先生又打来，说他的客人告诉他又有人在开他的门，要求酒店立即解决。
不一会儿，先生到前台，要求酒店给一个合理解释，至少将5个房间的房费免一半。
第一次接到，AM让保安去2105门口巡视，并无异常。
再次接到，AM感到事态的严重，立即通知保安部调取相关监控视频，确实有一中年人前后两次试图开启2105 的房门，不过，看上去并不是什么可疑人物。
于是AM向先生解释，可能是其他房间客人记错了房号，另外一种可能则是先生客户中的某一人，并向先生描述了试图开门的人的外貌特征。
先生说不可能，如果是他们一起的，2105的客人就不会告诉他了。
坚持要酒店做出赔偿，AM表示在没弄清最终情况之前，酒店是不能答应赔偿的。
客人一听，这么晚让我的客人和我都不能正常休息，酒店连一点赔偿都不同意，就更加气愤，要求立即面见总经理。
其实，是面子上过不去。
后来，又要求自己去查看监控。
事已至此，不让他看，事情也不会有进展，请示了MOD后，同意先生去查看相关监控视频。
原来，试图开门的客人是从先生开的另一间房2115出来，可能分配房间时，自己也记错了房号，所以开了2105，开了2次发现开不了，又回到2115。
因为5个房间的客人虽都是先生的客户，不过来自不同地方，相互之间，并不是很熟悉。
所以，才造成了一场有惊无险的小闹剧。
案列2：客人甲刚办理完入住手续，怀着美好又激动地心情带着心爱的女友来到618房门前，却发现自己的钥匙怎么也打不开房门，于是带着几分失落地来到前台，查询原因。
前台询问过客人后，在电脑上查看，不查不知道，一查吓一跳，该客人明明是住816房，怎么会拿的是618房的钥匙，更为惊险的是618现实是有人住的。
案列3：接待员A正热情地招呼一位常客办理入住手续，因为客人的档案齐全，信用良好，且与酒店签有协议，所以在看到电脑中刚好有一间912房正合客人心意，想到凡事以客为先的服务理念，于是A在请客人在R/C上签名后，没有在电脑中C/I而是直接做了房卡，前后甚至不到1分钟，客人非常满意地离开柜台。
酒店DOUBLE-CHECK-IN案例
案列1：晚上10点，先生从家中打到酒店前台，说他开了5个房间，其中2105的客人刚刚打说有人一直在试图开他的门，要酒店立即认真调查清楚，否则，事情会很严重。
过了10分钟左右，先生又打来，说他的客人告诉他又有人在开他的门，要求酒店立即解决。
不一会儿，先生到前台，要求酒店给一个合理解释，至少将5个房间的房费免一半。
第一次接到，AM让保安去2105门口巡视，并无异常。
再次接到，AM感到事态的严重，立即通知保安部调取相关监控视频，确实有一中年人前后两次试图开启2105 的房门，不过，看上去并不是什么可疑人物。
于是AM向先生解释，可能是其他房间客人记错了房号，另外一种可能则是先生客户中的某一人，并向先生描述了试图开门的人的外貌特征。
先生说不可能，如果是他们一起的，2105的客人就不会告诉他了。
坚持要酒店做出赔偿，AM表示在没弄清最终情况之前，酒店是不能答应赔偿的。
客人一听，这么晚让我的客人和我都不能正常休息，酒店连一点赔偿都不同意，就更加气愤，要求立即面见总经理。
其实，是面子上过不去。
后来，又要求自己去查看监控。
事已至此，不让他看，事情也不会有进展，请示了MOD后，同意先生去查看相关监控视频。
原来，试图开门的客人是从先生开的另一间房2115出来，可能分配房间时，自己也记错了房号，所以开了2105，开了2次发现开不了，又回到2115。
因为5个房间的客人虽都是先生的客户，不过来自不同地方，相互之间，并不是很熟悉。
所以，才造成了一场有惊无险的小闹剧。
案列2：客人甲刚办理完入住手续，怀着美好又激动地心情带着心爱的女友来到618房门前，却发现自己的钥匙怎么也打不开房门，于是带着几分失落地来到前台，查询原因。
前台询问过客人后，在电脑上查看，不查不知道，一查吓一跳，该客人明明是住816房，怎么会拿的是618房的钥匙，更为惊险的是618现实是有人住的。
案列3：接待员A正热情地招呼一位常客办理入住手续，因为客人的档案齐全，信用良好，且与酒店签有协议，所以在看到电脑中刚好有一间912房正合客人心意，想到凡事以客为先的服务理念，于是A在请客人在R/C上签名后，没有在电脑中C/I而是直接做了房卡，前后甚至不到1分钟，客人非常满意地离开柜台。
酒店英语处理客人投诉时常用的中英文语句
酒店英语处理客人投诉时常用的中英文语句当顾客对你的服务或某些细节不太满意的时候,如果你的第一反应是解释和狡辩的话很容易引起顾客的投诉;因此,一些服务行业都会先说一些客套话以缓和气氛,如果需要拒绝,我们也应当学一些婉转的话语;一、处理投诉时的常用客套话1、我们当尽力为您解决问题we’ll try our best to solve the problem.2、非常抱歉,你应该把贵重物品寄存在接待处;I am sorry .you should have deposited valuables with the reception.3、相信服务员并不是有意无礼,他只是可能没有听懂您的意思;I’m sure the waiter didn’t mean to be rude. perhaps he didn’t und erstand you correctly.4、很抱歉,先生小姐;我想这里面可能有点误会;I’m sorry sir, there must be some misunderstanding.5、很抱歉,但情况已是如此,请坐一会儿,我尽快为您作安排;I’m terribly sorry. but that is the situation. Please take a seat. I’ll soon h ave something arranged for you.6、先生,感谢您为我们提供这些情况,我立即去了解;Thank you for telling us about it, I’ll look into the matter at once.7、先生很抱歉,我将尽快地解决这个问题;Sorry, sir , I’ll solve the probl em for you as soon as possible.8、恐怕您误会了我的意思,我能解释一下吗I’m afraid you have misunderstood what I sai d. Perhaps I can explain again.9、对于我的粗心大意我非常抱歉;I’m awf ully sorry for my carelessness.10、先生请别激动,让我来想办法;lease sir ,if you calm yourself, I’ll try to help yo u.11、很抱歉,我们此刻不能答应您;我们明天给您回音;We are sorry, we cannot promise you now. Tomorrow we shall let you know.二、婉转回绝客人的不合理要求1、对不起,这件事我也无能为力;I am sorry, it is beyond my power to do this.2、很抱歉,您所要求的事超越了我的权限;We feel sorry we cannot be able to do what you ask for.3、我们无法同意您的要求,实在是对不起;Indeed, we regret very much for not being able to comply with your request.4、我希望能够替您办那件事,但我无法办到;I wish I could render you that service, but I couldn’t.5、我不得不拒绝您,因为这样是违反我们酒店规定的;I must refuse to meet your request, as it is again st our hotel’s regulation.6、我不得不拒绝您,因为这样做会有损于我们酒店的声誉;I must refuse to do as you wish, otherwise it will give harm to our hotel’s reputation.7、很抱歉,但是这件事的确是违反我们宾馆规定的;What your have done shows that your are a man with bad behavior.9、我们无法满足您的要求,我国的外汇管理条例不允许这样做；It cannot be done, as the foreign exchange control regulations of this country will not allow you to do so.10、你应该尊重我们海关的规定；You should respect our customs regulations.11、您的所做的为已经违反了安全条例；What you have done is contrary to the safety regulations.12、我要指出,我国法律不允许你这样做；I should say that the law of our country does not allow you to do so.13、请国外访者协助我们维持法治与秩序;Visitors from abroad are hoped to help us to maintain law and order.14、我们遗憾地指出,您的行为将有损于我们两国人民的友好关系;We regret to point out that your behavior will cause harm to the friendly relations between our two peoples.15、我们将对您所做出的事提出抗议;We shall make a protest against what you have done.。
关于酒店投诉的英语作文
Handling Hotel Complaints: A CriticalAnalysisIn the hospitality industry, handling complaints effectively is crucial for maintaining customersatisfaction and loyalty. Complaints, whether they are about room cleanliness, service quality, or any other aspect of the hotel experience, provide valuable feedback that helps hotels identify areas of improvement. This essay delves into the importance of complaint handling in hotels, strategies to address them, and the long-term benefits of a proactive approach.**The Importance of Complaint Handling**Customer complaints are often seen as nuisances in the hotel industry, but in reality, they are gold mines of information. They offer a direct line to customer dissatisfaction, allowing hotels to identify problems and fix them before they become bigger issues. Complaints also provide an opportunity to turn dissatisfied customers into loyal advocates. By addressing complaints promptly and effectively, hotels can show customers that they valuetheir feedback and are committed to providing excellent service.**Strategies for Handling Complaints**When handling complaints, hotels should follow a consistent and proactive approach. Firstly, it is essential to listen actively to the customer's concerns and acknowledge their feelings. This shows empathy and helps build trust. Secondly, hotels should investigate the complaint thoroughly to understand its root cause. This might involve speaking to the staff involved or reviewing relevant records. Thirdly, hotels should offer a sincere apology and explain the steps they will take to resolve the issue. This could include providing a refund, upgrading the customer's room, or offering a complimentary service. Finally, hotels should follow up with the customer to ensure that the issue has been resolved and to gather any further feedback.**The Long-Term Benefits of Effective Complaint Handling**Adopting a proactive approach to complaint handling has numerous long-term benefits for hotels. Firstly, itenhances customer satisfaction and loyalty. Customers who feel that their complaints are taken seriously and addressed effectively are more likely to recommend thehotel to others and return in the future. Secondly, it improves the quality of service provided. By consistently addressing complaints, hotels can identify recurring issues and implement permanent solutions. This not only improves the customer experience but also reduces the risk of future complaints. Finally, effective complaint handling can help hotels build a positive brand image. By demonstrating their commitment to customer satisfaction and continuous improvement, hotels can earn the trust and respect of their customers and stand out in a competitive market.In conclusion, handling hotel complaints effectively is crucial for maintaining customer satisfaction and loyalty. By following a proactive approach that involves active listening, thorough investigation, and timely resolution, hotels can turn complaints into opportunities for improvement and growth. By doing so, they can enhance customer satisfaction and loyalty, improve service quality, and build a positive brand image that sets them apart from their competitors.**酒店投诉处理：深度分析**在酒店业中，有效地处理投诉对于维持顾客满意度和忠诚度至关重要。
酒店DOUBLE-CHECK-IN案例
酒店DOUBLE-CHECK-IN案例案列1：晚上10点，李先生从家中打电话到酒店前台，说他开了5个房间，其中2105的客人刚刚打电话说有人一直在试图开他的门，要酒店立即认真调查清楚，否则，事情会很严重。
过了10分钟左右，李先生又打来电话，说他的客人告诉他又有人在开他的门，要求酒店立即解决。
不一会儿，李先生到前台，要求酒店给一个合理解释，至少将5个房间的房费免一半。
第一次接到电话，AM让保安去2105门口巡视，并无异常。
再次接到电话，AM感到事态的严重，立即通知保安部调取相关监控视频，确实有一中年人前后两次试图开启2105 的房门，不过，看上去并不是什么可疑人物。
于是AM向李先生解释，可能是其他房间客人记错了房号，另外一种可能则是李先生客户中的某一人，并向李先生描述了试图开门的人的外貌特征。
李先生说不可能，如果是他们一起的，2105的客人就不会告诉他了。
坚持要酒店做出赔偿，AM表示在没弄清最终情况之前，酒店是不能答应赔偿的。
客人一听，这么晚让我的客人和我都不能正常休息，酒店连一点赔偿都不同意，就更加气愤，要求立即面见总经理。
其实，是面子上过不去。
后来，又要求自己去查看监控。
事已至此，不让他看，事情也不会有进展，请示了MOD后，同意李先生去查看相关监控视频。
原来，试图开门的客人是从李先生开的另一间房2115出来，可能分配房间时，自己也记错了房号，所以开了2105，开了2次发现开不了，又回到2115。
因为5个房间的客人虽都是李先生的客户，不过来自不同地方，相互之间，并不是很熟悉。
所以，才造成了一场有惊无险的小闹剧。
案列2：客人甲刚办理完入住手续，怀着美好又激动地心情带着心爱的女友来到618房门前，却发现自己的钥匙怎么也打不开房门，于是带着几分失落地来到前台，查询原因。
前台询问过客人姓名后，在电脑上查看，不查不知道，一查吓一跳，该客人明明是住816房，怎么会拿的是618房的钥匙，更为惊险的是618现实是有人住的。
酒店英语情景对话——客房投诉处理2
酒店英语情景对话——客房投诉处理2 G: GuestR: ReceptionistG: Good morning!早上好!R: Good morning, sir, how can I help you?早上好，先生，有什么可以帮您?G: Yes. I want to complain because the room next door is too noisy. The people in the next room have loud parties every night and I have not been able to sleep very well. Also, the hotel bed is very uncomfortable.我想投诉，因为我隔壁房间太吵了，隔壁房的人每天晚上在那开派对，我根本没法睡，而且，床也不舒服。
R: I do apologize, sir, we have a group of guests here this week for amusic festival.非常抱歉先生，我们这周有很多客人是为音乐节而来的。
G: I understand, but the noise is unacceptable. If nothing is done, I will have to move.我理解，但是我不能接受这么吵。
如果没有解决，我就不住这了。
R: I am sorry for the trouble,sir. We will make those guests aware of our noise policy. Also I can offer you another room. May I have your name and room number?我很抱歉给您造成的不便，先生。
我会让那些客人了解我们酒店的噪音政策。
并且，我可以为您提供另外一个房间。
酒店如何处理投诉(中英文)
Hａnding Prｏblems and Comｐlaｉnts 处理问题与投诉CｏnversaｔionＨandling a comｐlaｉｎt ａbouｔrooms会话参考译文A.处理客房投Clｅrｋ:Ｒｅcepｔion. Ｃan I help you? 这里是接待处，要我为您服务吗？Ｇuest：Yes. Thｉs ｉs Mrs．Winｓｔon ｉn Room ２０7.I ｃｈecked into ｍy ｒｏoｍ15 miｎutes ago. 是的,我是２０7房间的温斯特夫人。
我15分钟以前住进我的房间。
C：Yes，is everything alｌright ｉn your rｏom，Mrs. Wiｎston？嗯，您房间里一切正常吗,温斯特夫人?G:Ｗｅll，no．First thｅbathroom is in a tｏtaｌmｅss. The ｓhoweｒdｏesn’ｔｈａve hoｔｗａｔer and the tub is dirｔy. Ｔhe floor iｓall wｅt and there is no mattress. Ｔｈeｎｔherｅｉs nｏｓｏａp，nｏｔowｅlｓ, noｔeven toｉlｅt paｐｅr. 哦,不。
首先浴室里乱七八糟,淋浴器不出热水，浴缸里很脏，地上很湿，而且没有地垫,没有肥皂、毛巾,甚至连卫生纸也没有。
C:Ｏh, I’m sorry tｏｈｅaｒｔhａt．We do ａpoloｇiｚe for tｈe incｏnvｅ-nｉｅnce causeｄ. Ｉ’ll have tｈｅshｏｗｅr fixｅｄ，the tｕｂcleａned，theｆloｏr dried and tｈe tｏileｔitems senｔtｏｙｏｕｒroomｉmmediaｔｅｌｙ. 很抱歉听到这个消息，我们真的为您带来这么多不便向您道歉。
我马上派人来修理淋浴器，擦洗浴缸,把地板擦干，并且送来所有的卫生用品。
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
酒店处理客诉案例英文版
A guest(B)wants to change a room.He goes tothe
assistant manager(A)
A:Good morning sir.What can I do for you?
B:Im Bell.Im in Room 908.Can you change theroom for
me?Its too noisy.My wife was woken upseveral times by the
noise the baggage elevator made.She said it was too much for her.
A:Im awfully sorry sir.I do apologize.Room 908 is at the
end of the corridor.Itspossible that the noise is heard early in the morning when all is quiet.
B:Anyhow Id like to change our room.
A:No problem,sir.Well manage it but we dont have any spare room today.Could youwait till tomorrow?The American People-to-people Education Delegation will be leavingtomorrow morning.Therell be some rooms for you to choose from.
B:All right.I hope well be able to enjoy our stay in a quiet suite tomorrow evening and have asound sleep.
A:Be sure.Ill make a note of that.Everything will be taken
care of.And if there is anythingmore you need please let us know.
Dialogue B
A Good evening ,maam.Did you ring for service?What can
I do for you?
B:Yes.The light in this room is too dim.Please get me a brighter one.
A :Certainly sir.Ill be back right away Do you mind if I move your things?
B:Oh no.Go ahead.
A:Thank youHow is the light now?
B:Its much better now.Thank you.
A:Youre welcome.And if you need any other things please let us know.
B:Ah yes the room is too cold for me.I feel rather cold when I sleep.Can you turn off theair-conditioning?
A (Checks)The air-conditioning is already off maam.
B:Maybe Im getting a cold.
A:Would you like an extra blanket?
B OK.And would you please get me some hot water ,too?I think I need to take somemedicine.
A:Certainly maam.Ill be right backhere is a blanket and hot water for you.Anythingelse?
B:No thanks.
A:Good night,ma am.。