Complaint Handling Checklist
Master hospitality complaints like a pro! Our Complaint Handling checklist equips hotels, restaurants & tourism businesses with proven strategies to turn negative experiences into loyal customers. Boost your reputation & improve guest satisfaction today!
This Template was installed 3 times.
Initial Contact & Acknowledgement
Focuses on how the complaint is initially received and acknowledged. This includes all channels (phone, email, online, in person).
Channel of Complaint
Date of Initial Contact
Time of Initial Contact
Guest/Customer Name
Brief Summary of Complaint (Initial Understanding)
Reservation/Booking Number (if applicable)
Complaint Status (Initial)
Name of Staff Member Handling Initial Contact
Complaint Recording & Categorization
Details the process for logging the complaint accurately and assigning it to the correct category for analysis and resolution.
Guest Name
Contact Information (Phone/Email)
Date of Incident/Complaint
Time of Incident/Complaint (if applicable)
Category of Complaint (e.g., Room Condition, Service, Food & Beverage, Billing)
Severity Level (Impact on Guest Experience)
Brief Summary of Complaint
Reservation/Booking Number (if applicable)
Property Location (If Multi-Property)
Investigation & Fact-Finding
Covers the steps taken to gather all necessary information to understand the root cause of the complaint.
Complaint Channel (How was the complaint received?)
Guest/Customer Statement (Detailed description of the issue)
Reservation/Booking Number (If applicable)
Date of Incident
Time of Incident (Approximate)
Location of Incident (Specific area within property)
Staff Member Interview Notes (Summarize relevant staff accounts)
Supporting Documentation (Photos, receipts, etc.)
Initial Assessment of Severity
Resolution & Response
Outlines how to determine a fair resolution and communicate it to the guest/customer.
Resolution Type Selected
Resolution Details (if 'Other' selected)
Refund Amount (if applicable)
Response Draft
Communication Channel
Response Sent Date
Notes on Guest Interaction
Follow-Up & Guest Satisfaction
Focuses on ensuring the resolution was effective and the guest/customer is satisfied with the outcome.
Date of Follow-Up
Communication Method for Follow-Up
Summary of Follow-Up Conversation/Interaction
Guest Satisfaction Level
Score (if using a satisfaction survey)
Additional Comments/Notes from Guest (if any)
Resolution Accepted?
Details of any further action required due to follow-up (if applicable)
Analysis & Improvement
Deals with the process of learning from complaints to prevent similar issues from recurring.
Number of Complaints Received This Period
Most Frequent Complaint Categories (Select All That Apply)
Summary of Key Complaint Trends Observed
Root Cause Analysis Methodology Used (e.g., 5 Whys, Fishbone Diagram)
Specific Actions Taken to Address Identified Root Causes
Number of Process Changes Implemented Based on Complaint Analysis
Date of Next Review of Complaint Handling Process
Effectiveness of Training Programs (Related to Complaint Handling)
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