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Olga Trouskova

Complaint letter and paragraph

123 Cedar Ave NE

Ham Lake, MN 55011

January 26, 2009

Hotel Operator/Customer Service Manager 

Treasure Island - TI

3300 Las Vegas Boulevard SouthLas Vegas, NV 89109

Dear Sir or Madam:

On December 18, 2008, my family and I arrived to Las Vegas and proceeded to check in at your 

hotel at around midnight. Prior to this family trip, we had booked and paid for two rooms at your 

hotel for three nights. Due to some changes in plans, one of our family members was unable to

go on this trip to Las Vegas.

During check in, however, some unexpected problems surfaced, delaying our check-in timeconsiderably. The receptionist that was checking us in informed us that because one of the rooms

had been booked under the absentee’s name, we were not allowed to use it even though the

absent person did not pay for it. Instead of helping us to resolve the situation, the receptionist

directed us to use a pay phone across the room to make the necessary calls to resolve this issue by ourselves.

The Customer service personnel were unprofessional in the manner that they handled thissituation. I understand that they have to follow rules regarding booking and checking in, but

customers should not be resolving these such hotel-related problems when they arise. (Thecustomer service personnel should be more eager and accommodating to fix the problemquickly) Instead, the hotel should have made the necessary phone calls to resolve the problem,

especially since the room was already paid for.

With the exception of this first impression of the hotel, our stay at the hotel was good. The rooms

were remodeled and the lunch buffet was both elegant and diverse. In order to support and

maintain the good image of this hotel, however, I expect customer service staff to resolve

 problems themselves rather than delegate it to their customers—that is not what customer serviceis about! In the event that such a problem were to happen again, as a customer, I would expect a

hotel room upgrade for the inconvenience and frustration experienced.

Sincerely,

Olga Trouskova

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Olga Trouskova

Complaint letter and paragraph

PARAGRAPH: Audience, purpose, and strategy

The intended audience/reader for this complain letter is the manager of the customer servicesdepartment. The purpose of this letter is to prevent the repetition of the problem to other 

customers at the hotel. I hope to encourage customer service personnel to take action when

 problems arise at the hotel rather than delegate them to the customers themselves. My strategy isto be brief in my letter, direct, and to provide background information to help the reader 

understand the situation. I also try to mention something positive about the hotel in order to

avoid giving the impression that I just like to complain about everything. By mentioning a few positive features of the hotel, I hope to encourage the hotel to improve their customer service at

the reception desk (first impressions do count!) in order to maintain the good, positive image it

has acquired in other areas (such as food and room quality).